Align your operations to deliver on your strategic priorities
Deliver a more effective, flexible and nimble operating model. Our Operations Strategy practice delivers a new way of working to create an organization that is more effective, flexible and nimble to better serve customers.
Focus on the entire target operating model
Operating Models
For us, a properly-designed operating model consists of different dimensions:
- KPIs: Defining the target measurements required.
- PEOPLE: Defining the organizational structure and required skill sets.
- TECHNOLOGY: Optimizing the resources internal or external.
- OPERATIONS: Following the right processes and tools to deliver.
- GOVERNANCE: Providing the oversight to execute with excellence.
- PERFORMANCE: Monitoring results and incenting behaviour.
Focus on the entire target operating model
PEOPLE
OPERATIONS
OPERATIONS
- Organization: Organization structure, positions, levels and layers.
- Skills and expertise: Professional skills and experience, leadership skills, talent development.
- Change management: Openness for change, change agents, mobilizing organization for change.
OPERATIONS
OPERATIONS
OPERATIONS
- Processes: Processes, responsibilities, interfaces.
- Technology and automation: Applications and tools, devices, infrastructure, automation solutions and robots, digital.
- Footprint and locations: Number of locations, provinces and support centres.
- Design and layout: Building / branch / customer centre design and appearance, flow of customers.
- Sourcing: Outsourced or in-sourced?
- Shoring: Offshored or on-shored?
GOVERNANCE
PERFORMANCE MANAGEMENT
PERFORMANCE MANAGEMENT
- Everything that is required to run the business smoothly, from roles and responsibilities to escalation processes and cost allocation methodology.
PERFORMANCE MANAGEMENT
PERFORMANCE MANAGEMENT
PERFORMANCE MANAGEMENT
- Everything that is required to provide transparency and ensure that your operations run effectively and efficiently, from metrics and measuring approach to reporting and dashboards.
- Alignment of incentives to encourage the right behaviours.