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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.

Develop an operating model to compete more effectively

Focus on the entire target operating model

Operating Models

For us, a properly-designed operating model consists of different dimensions:


  1. KPIs: Defining the target measurements required.
  2. PEOPLE: Defining the organizational structure and required skill sets.
  3. TECHNOLOGY: Optimizing the resources internal or external.
  4. OPERATIONS: Following the right processes and tools to deliver.
  5. GOVERNANCE: Providing the oversight to execute with excellence.
  6. PERFORMANCE: Monitoring results and incenting behaviour.

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Focus on the entire target operating model

PEOPLE

OPERATIONS

OPERATIONS

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  • 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

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  • 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

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  • 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

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  • 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.