Operating Model Design
The customer experience is only ever as good as the operation behind it. We design operations with the people who use it, and a focus on the outcome and the customer.
We design operating models with the people who will run them. We review how work flows in, who decides what, where the handoffs are.
We consider the leadership, capability and governance required to enable delivery.
And we focus on the data and technology needed to support, including where to use AI (and where not).
The approach comes from experience in both designing and running operational functions. We are pragmatic about what is required to ensure success.
Recent work includes an IT demand management operating model, CX governance design and efficiency improvements in Home Care for the Aged Care sector.
Good for
Functions or organisations changing how they deliver
Organisations working out where AI fits in how they operate and how it works with people
Regulation or funding that changes the model needed to support it
Silos: teams that each work well but need to work together
What we do
Research with staff and customers so the model is built on how the work really happens
Map how work flows in and through the organisation today
Work out where AI and automation can take the work and where judgement, relationships and accountability have to stay with people.
Design the target model with the people who will run it across the people, process and systems
Test the model against real cases before it is adopted.
Workshop the transition with impacted teams, including what changes first and what can wait.
What we deliver
A current-state map of the operating model
A target operating model: structure, roles, processes, governance, decision rights and system requirements, on a page and in detail.
A clear view of which steps are automated, AI-assisted or human, and the governance that goes with it
A transition plan with sequencing and the decisions required.
Change workshops and materials for the teams affected.
Our other services
Co-design & Service Design
Improve the customer experience and the operations behind it
Research
Talk to customers and staff to get a first hand understanding of issues
Strategy
Build a future vision and the roadmap to deliver it.
Case Studies
Insurance - customer segments and CVPs
Designing segments and propositions for SME customers
Film - product/market fit
Determining whether a new idea has product/market fit
Government - service design
Redesigning operational policies to be customer centric
Have a problem you’d like help solving?
We’d love to hear from you.