How do leadership approach operating model design?

Use the following questions to accelerate operating model decisions:

1. Which activities make us strategically distinctive?
2. Which activities can help enhance our customer and consumer experiences?
3. What activities can be digitally enabled or automated, changing our employee needs?
4. Which organisational units should have accountability for which activities? Are we using shared services, centres of excellence, JVs / partnerships and outsourcing appropriately?
5. In which specific location should each activity be performed?
6. Where is decision-making and governance currently not sufficiently effective?
7. Where are there worthwhile opportunities to improve measurement and performance management?
8. Which capabilities are currently not fit for purpose?
9. How, specifically, do our capabilities (technology, training, recruiting, processes, etc.) need to be improved to enable our strategy?
10. Which activities will have fixed or variable costs and how will the variable costs change over time?

Design some principles that help you draw an ‘Org-on-a-Page’, for example:

• Customer Led: Customer led product development and servicing throughout the customer lifecycle.
• Efficiency Driven: Internal capabilities to focus on delivering an environment that drives economies of scale, and improves processes to get it right for our customers every time. We will strive to remove manual processing from across the business.
• Self Service ambition: We will develop self-service solutions that differentiates us in the marketplace by enabling our customers to complete the majority of their customer journey online. Self-service will become a primary channel around which we will set a new customer paradigm.
• Partner Enabled: Leveraging a true partnership model in 3rd party relationships across the value chain.
• Intelligence led: We will reassure our performance through the utilisation of real time MI, Our investment decisions will also be value based, ensuring spend is committed in areas with clear ROI and are aligned with strategic objectives