The way in which your product or service is brought to life and delivered to customers at the highest level. Historically this would cover things like centralised Vs decentralised. Use of partners and geography for suppliers/partners as well as the very high level channel and Marketing, Operations & Service structures. Increasingly we advocate flexible TOM's based around Operating Models, Organisational design and aligned brand centric service and experience journeys built to support critical Customer Personas.
This is the real rubber hits the road moment, and where things truly take shape. It's where we lay the groundwork for improved productivity. Making improvements to your operating model has a positive impact on efficiency and effectiveness across your entire organisation. It is crucial that your model remains flexible and adapts to changing needs.
Building your operating model starts with understanding your brand and commercial goals. You've got to be crystal clear on who your customers are and how you're serving them. It's important that you don't confuse this with Organisational Design, that's just part of the puzzle. Investing time here is key, and don't shy away from constant fine-tuning.
Your operating model is the engine that delivers value to your customers which means it needs to be fine-tuned. Think of colleagues as the fuel, and make sure not to waste it. Start by designing and building it well, and ensure it isn't forgotten about and maintain it regularly.
We’d love to hear about the problem you're experiencing in your business. Get in touch with us and we’ll get back to you as soon as we can!
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