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THE GUIDE TO<br />
TARGET OPERATING MODEL<br />
DESIGN AND IMPLEMENTATION
WHY THIS<br />
GUIDE?<br />
According to Wikipedia, an annual report is a<br />
comprehensive report on a company's activities<br />
throughout the preceding year. Annual reports<br />
are intended to give shareholders and other<br />
interested people information about the<br />
company's activities and financial performance.<br />
They may be considered as grey literature. Most<br />
jurisdictions require companies to prepare and<br />
disclose annual reports, and many require the<br />
annual report to be filed at the company's<br />
registry. Companies listed on a stock exchange<br />
are also required to report at more frequent<br />
intervals (depending upon the rules of the stock<br />
exchange involved).<br />
According to Wikipedia, an annual report is a<br />
comprehensive report on a company's activities<br />
throughout the preceding year. Annual reports<br />
are intended to give shareholders and other<br />
interested people information about the<br />
company's activities and financial performance.<br />
They may be considered as grey literature.<br />
02
TABLE OF<br />
CONTENT<br />
04<br />
BLOG<br />
08<br />
INFOGRAPHIC<br />
10<br />
OUR<br />
APPROACH<br />
03
THE IMPORTANCE OF<br />
TAKING AN ALL-EMBRACING<br />
CONSULTATIVE APPROACH<br />
TO TARGET OPERATING<br />
MODEL DEVELOPMENT<br />
GRAHAM TURNBULL REFLECTS ON TARGET OPERATING MODEL WORK PAST AND<br />
PRESENT, LOOKING AT THE KEY ELEMENTS HE BELIEVES ARE IMPORTANT FOR<br />
SUCCESSFUL DESIGN, WIDESPREAD ACCEPTANCE AND SUSTAINABLE<br />
IMPLEMENTATION.<br />
I’ve been involved with many organisations<br />
over the years where I have either been a<br />
customer of change, the facilitator of<br />
change, or a happy by-stander witnessing<br />
its implementation.<br />
I’m fascinated by the mechanics of it,<br />
but even more fascinated with the<br />
psychology. I’ve been lucky enough to<br />
have delivered operating models on an<br />
end to end basis many times alongside<br />
some very capable people.<br />
04
There are many players within any change.<br />
Each have their own agendas, opinions,<br />
desires and fears which are all ever present,<br />
but seldom universally taken into account.<br />
With Target Operating Models the number<br />
of stakeholders becomes far greater. The<br />
scale of change is also greater, and as such<br />
the psychological factor is multiplied. I’ve<br />
seen this bring out and magnify natural<br />
character traits in many people during what<br />
is probably going to be the biggest<br />
programme of work an organisation will<br />
undertake.<br />
1. EMBRACING YOUR STAKEHOLDERS<br />
The Emperor/Empress – These people may be<br />
directly responsible for the business area itself<br />
– Preconceived ideas about how a business<br />
should be run tend to result in a design that<br />
they themselves desire, rather than be defined<br />
by customers and users. It is important to<br />
challenge their thinking, asking them what<br />
their customers really want and if their vision<br />
will deliver this. A compromise design that<br />
delivers exactly what customers need, whilst<br />
still giving the leader most of what they’d be<br />
happy with can be a good tactic.<br />
These character traits are the natural<br />
preferences of an individual that will be<br />
exaggerated by the stress of change. I’m not<br />
going to go into the detail of the change<br />
curve here, but that journey tends to revert<br />
humans to their natural psychological<br />
preferences. If you are undertaking a Target<br />
Operating Model design, it is important to<br />
be aware, and inclusive, of all stakeholders<br />
inside and outside of the organisation so<br />
that their perspectives can be harnessed<br />
and insecurities allayed.<br />
For this reason, an all-embracing and<br />
consultative approach to Target Operating<br />
Model development is the only way to<br />
achieve widespread acceptance and<br />
sustainability of a proposed transformation.<br />
I’m going to break down this approach into<br />
two areas: 1) Embracing your Stakeholders<br />
and 2) The approach itself.<br />
“MANY CONSULTANTS SKIP<br />
CURRENT STATE ANALYSIS, WITH<br />
THE RATIONALE THAT ONLY THE<br />
FUTURE IS IMPORTANT. HOWEVER, I<br />
SEE THIS AS A REALLY IMPORTANT<br />
OPPORTUNITY TO ENGAGE WITH<br />
The Perfectionist – The person often in<br />
charge of the TOM design or<br />
implementation. Often they will be directly<br />
accountable for the success of the<br />
programme and therefore failure is not an<br />
option. It can, if not managed, lead to<br />
paralysis by analysis rather than forging<br />
ahead with a reasonable amount of data<br />
and insight. This leads to time and money<br />
being burnt at an alarming rate in a<br />
programme that will undoubtedly already<br />
have tight timescales and budget. The key<br />
is to remain pragmatic and ensure that the<br />
building blocks of the business are<br />
prioritised by importance and cost, so that<br />
analysis can be rightsized for the tasks at<br />
hand.<br />
The Pragmatist – The opposite of the<br />
Perfectionist. Often this is my own natural<br />
preference. I do need to consciously focus on<br />
my teams, ensuring that every conclusion and<br />
recommendation is data driven and made<br />
through solid insight. Too much pragmatism<br />
can lead to something being missed. I would<br />
recommend a Devil’s Advocate be appointed<br />
within any team to challenge ideas and<br />
designs, or having regular team sessions<br />
where design conclusions can be peer<br />
reviewed. There’s always something you’ll have<br />
missed.<br />
ALL LAYERS OF STAFF IN AN<br />
ORGANISATION" 05
The Bureaucrat – Target Operating<br />
Models often take a long time to develop<br />
and deploy. This doesn’t have to be the<br />
case if an Agile approach to governance is<br />
adopted. Project management and<br />
governance is very important, essential in<br />
my opinion, but too much can slow down<br />
decision making. I often find that there are<br />
too many layers of governance, with<br />
decisions being made by those without the<br />
information or insight. Fewer meetings and<br />
layers can promote decisiveness and lead<br />
to a faster design of higher quality. Helping<br />
bureaucrats to take a step back to see the<br />
bigger picture, highlighting where decision<br />
making bottlenecks are before suggesting<br />
a smoother path with just as much control<br />
can be a good approach to follow.<br />
The Militant – Often a participant or<br />
colleague within the business who<br />
undertakes the services and processes.<br />
This behaviour is born from fear of change,<br />
which is natural for all humans. It is their<br />
natural reaction and is not intended to be<br />
malicious. They genuinely fear what the<br />
change will mean for them personally. Over<br />
communication and involvement is the key<br />
here, and they can soon become your<br />
closest ally if you articulate what’s in it for<br />
them and remove the fear of the unknown.<br />
The Champion – The opposite of the Militant.<br />
They get change and they’ve experienced it<br />
before. Instinctively they know that embracing<br />
it will secure their future. It is the same<br />
natural driver as that seen in the Militant,<br />
fearing what the change will mean for them,<br />
but it is exhibited differently. They want to<br />
safeguard their place in a future world by<br />
being as close to the changes as possible.They<br />
too can be your closest ally, but be mistrusted<br />
by others. Regular communication and a<br />
reminder that not everybody is able to get on<br />
board with changes as quickly as they are<br />
helps to steady the boat.<br />
Your customers – the<br />
most important stakeholder<br />
of all. Whilst we can say our<br />
most important asset is our<br />
people, without your customers you have<br />
no revenue. Without revenue you would<br />
have no business and without a business<br />
you have no people. This is why customers<br />
should always be held as the most<br />
important stakeholder of all. Every choice<br />
we make, every process we create, must<br />
be in line with what our customers want<br />
and need. Fully analysing this cohort is a<br />
major element of the all-inclusive<br />
approach that I will now introduce at a<br />
high level.<br />
2. MY ALL-INCLUSIVE APPROACH TO<br />
TARGET OPERATING MODEL<br />
DEVELOPMENT<br />
"EVERY CHOICE WE MAKE, EVERY<br />
PROCESS WE CREATE, MUST BE IN<br />
LINE WITH WHAT OUR<br />
CUSTOMERS WANT AND NEED."<br />
When it comes to the design and<br />
implementation of operating models, I use<br />
a deliberately structured approach that<br />
follows an all-encompassing and<br />
consultative method, ensuring every<br />
stakeholder, especially those that I’ve<br />
covered above, are fully involved.<br />
The first step of this approach focuses on<br />
tackling vision and strategy. This is crucial to<br />
ensure that my clients and I know what the<br />
aims of the organisation are. This aligns the<br />
management team (often comprising many of<br />
the stakeholder characters I discussed with you<br />
earlier) to a common goal. My clients are then<br />
able to assess if each project currently in their<br />
project portfolio is aligned to this strategy.<br />
06
More often than not, half of the change<br />
portfolios I help clients to review are not<br />
delivering anything related to where their<br />
organisation needs to be. Sometimes<br />
£millions in budgeted spend can be<br />
avoided and re-purposed.<br />
The next step focusses simultaneously<br />
on Outline Requirements and Current State<br />
diagnostics. The former places great<br />
emphasis on the wants and needs of every<br />
customer persona and internal user.<br />
Through a technique called Kano Analysis, a<br />
clear picture is developed of who a client’s<br />
customer categories are, what makes them<br />
tick, what each of them need as a minimum<br />
from a service, and what would really excite<br />
them. This analysis can involve focus<br />
groups, workshops, mystery shopping and<br />
going back to the floor. Design Principles<br />
will emerge from this, which will clearly<br />
define every decision that we take with<br />
respect to the operating model creation.<br />
Internal needs of those undertaking<br />
services on behalf of customers are also<br />
important. The all-inclusive approach I<br />
recommend will identify most of the<br />
stakeholder characters that I’ve described,<br />
enabling them to be prioritised and<br />
managed as appropriate through a<br />
stakeholder management plan. Current<br />
State Analysis is important to identify a lot<br />
of these needs, and discover the challenges<br />
that people face on a daily basis within the<br />
organisation. Many consultants skip<br />
Current State analysis, with the rationale<br />
that only the future is important.<br />
However, I see this as a really important<br />
opportunity to engage with all layers of staff<br />
in an organisation, allowing them to vent<br />
their frustrations. This plants the seed for<br />
change. I also involve these colleagues in<br />
future state design, creating the processes<br />
needed to achieve what their customers<br />
want. This makes the target operating<br />
model design their own. They buy into it and<br />
there is far lower opposition to change,<br />
particularly where challenging culture may<br />
have presented a problem to acceptance.<br />
IN CONCLUSION<br />
Clearly, some design choices will be made at<br />
a senior level without the involvement of all<br />
staff. This is normal and should be<br />
expected. There is a business to run at the<br />
end of the day and sometimes tough<br />
decisions need to be made. However, the<br />
message stays the same. TOM design for the<br />
most part MUST be all-inclusive in order for<br />
the right design to be achieved from the<br />
ground up. By following an all-inclusive<br />
consultative approach to Target Operating<br />
Model design, every persona’s need<br />
becomes clearly understood and every<br />
stakeholder and their character traits can be<br />
managed. This is crucial for change<br />
acceptance, saving time as well as your<br />
sanity when it <strong>final</strong>ly comes to the not<br />
insignificant task of implementation.<br />
"I OFTEN FIND THAT THERE ARE TOO MANY<br />
LAYERS OF GOVERNANCE, WITH DECISIONS<br />
BEING MADE BY THOSE WITHOUT THE<br />
INFORMATION OR INSIGHT."<br />
07
06<br />
I N F O G R A P H I C
I N F O G R A P H I C<br />
07
06<br />
A P P R O A C H I N T R O
PHASE 1<br />
STRATEGY DEVELOPMENT<br />
According to Wikipedia, an annual report<br />
is a comprehensive report on a<br />
company's activities throughout the<br />
preceding year. Annual reports are<br />
intended to give shareholders and other<br />
interested people information about the<br />
company's activities and financial<br />
performance. They may be considered as<br />
grey literature. Most jurisdictions require<br />
companies to prepare and disclose<br />
annual reports, and many require the<br />
annual report to be filed at the company's<br />
registry. Companies listed on a stock<br />
exchange are also required to report at<br />
more frequent intervals.<br />
According to Wikipedia, an annual report<br />
is a comprehensive report on a<br />
company's activities throughout the<br />
preceding year. Annual reports are<br />
intended to give shareholders and other<br />
interested people information about the<br />
company's activities and financial<br />
performance. They may be considered as<br />
grey literature. Most jurisdictions require<br />
companies to prepare and disclose<br />
annual reports, and many require the<br />
annual report to be filed at the company's<br />
registry. Companies listed on a stock<br />
exchange are also required to report at<br />
more frequent intervals.<br />
ACCORDING TO WIKIPEDIA, AN ANNUAL REPORT IS A COMPREHENSIVE<br />
REPORT ON A COMPANY'S ACTIVITIES THROUGHOUT THE PRECEDING YEAR.<br />
ANNUAL REPORTS ARE INTENDED TO GIVE SHAREHOLDERS AND OTHER<br />
INTERESTED PEOPLE INFORMATION ABOUT THE COMPANY'S ACTIVITIES AND<br />
FINANCIAL PERFORMANCE. THEY MAY BE CONSIDERED AS GREY LITERATURE.<br />
MOST JURISDICTIONS REQUIRE COMPANIES TO PREPARE AND DISCLOSE<br />
ANNUAL REPORTS, AND MANY REQUIRE THE ANNUAL REPORT TO BE FILED AT<br />
THE COMPANY'S REGISTRY. COMPANIES LISTED ON A STOCK EXCHANGE ARE<br />
ALSO REQUIRED TO REPORT AT MORE FREQUENT INTERVALS.<br />
07
ACCORDING TO WIKIPEDIA, AN ANNUAL REPORT IS A COMPREHENSIVE<br />
REPORT ON A COMPANY'S ACTIVITIES THROUGHOUT THE PRECEDING YEAR.<br />
ANNUAL REPORTS ARE INTENDED TO GIVE SHAREHOLDERS AND OTHER<br />
INTERESTED PEOPLE INFORMATION ABOUT THE COMPANY'S ACTIVITIES AND<br />
FINANCIAL PERFORMANCE. THEY MAY BE CONSIDERED AS GREY LITERATURE.<br />
MOST JURISDICTIONS REQUIRE COMPANIES TO PREPARE AND DISCLOSE<br />
ANNUAL REPORTS, AND MANY REQUIRE THE ANNUAL REPORT TO BE FILED AT<br />
THE COMPANY'S REGISTRY. COMPANIES LISTED ON A STOCK EXCHANGE ARE<br />
ALSO REQUIRED TO REPORT AT MORE FREQUENT INTERVALS.<br />
PHASE 2<br />
ESTABLISH ‘AS IS’ OPERATING<br />
MODEL & OUTLINE REQUIREMENTS<br />
According to Wikipedia, an annual report<br />
is a comprehensive report on a<br />
company's activities throughout the<br />
preceding year. Annual reports are<br />
intended to give shareholders and other<br />
interested people information about the<br />
company's activities and financial<br />
performance. They may be considered as<br />
grey literature. Most jurisdictions require<br />
companies to prepare and disclose<br />
annual reports, and many require the<br />
annual report to be filed at the company's<br />
registry. Companies listed on a stock<br />
exchange are also required to report at<br />
more frequent intervals.<br />
According to Wikipedia, an annual report<br />
is a comprehensive report on a<br />
company's activities throughout the<br />
preceding year. Annual reports are<br />
intended to give shareholders and other<br />
interested people information about the<br />
company's activities and financial<br />
performance. They may be considered as<br />
grey literature. Most jurisdictions require<br />
companies to prepare and disclose<br />
annual reports, and many require the<br />
annual report to be filed at the company's<br />
registry. Companies listed on a stock<br />
exchange are also required to report at<br />
more frequent intervals.<br />
06
According to Wikipedia, an annual report is a comprehensive report on a<br />
company's activities throughout the preceding year. Annual reports are<br />
intended to give shareholders and other interested people information about<br />
the company's activities and financial performance. They may be considered<br />
as grey literature. Most jurisdictions require companies to prepare and<br />
disclose annual reports, and many require the annual report to be filed at the<br />
company's registry. Companies listed on a stock exchange are also required to<br />
report at more frequent intervals.<br />
PHASE 3<br />
DESIGN ‘TO BE’ TOM OPTIONS<br />
According to Wikipedia, an annual report<br />
is a comprehensive report on a<br />
company's activities throughout the<br />
preceding year. Annual reports are<br />
intended to give shareholders and other<br />
interested people information about the<br />
company's activities and financial<br />
performance. They may be considered as<br />
grey literature. Most jurisdictions require<br />
companies to prepare and disclose<br />
annual reports, and many require the<br />
annual report to be filed at the company's<br />
registry. Companies listed on a stock<br />
exchange are also required to report at<br />
more frequent intervals.<br />
According to Wikipedia, an annual report<br />
is a comprehensive report on a<br />
company's activities throughout the<br />
preceding year. Annual reports are<br />
intended to give shareholders and other<br />
interested people information about the<br />
company's activities and financial<br />
performance. They may be considered as<br />
grey literature. Most jurisdictions require<br />
companies to prepare and disclose<br />
annual reports, and many require the<br />
annual report to be filed at the company's<br />
registry. Companies listed on a stock<br />
exchange are also required to report at<br />
more frequent intervals.<br />
07
PHASE 4<br />
DETAILED BLUEPRINT DESIGN &<br />
TRANSITION PLANNING<br />
According to Wikipedia, an annual report<br />
is a comprehensive report on a<br />
company's activities throughout the<br />
preceding year. Annual reports are<br />
intended to give shareholders and other<br />
interested people information about the<br />
company's activities and financial<br />
performance. They may be considered as<br />
grey literature. Most jurisdictions require<br />
companies to prepare and disclose<br />
annual reports, and many require the<br />
annual report to be filed at the company's<br />
registry. Companies listed on a stock<br />
exchange are also required to report at<br />
more frequent intervals.<br />
According to Wikipedia, an annual report<br />
is a comprehensive report on a<br />
company's activities throughout the<br />
preceding year. Annual reports are<br />
intended to give shareholders and other<br />
interested people information about the<br />
company's activities and financial<br />
performance. They may be considered as<br />
grey literature. Most jurisdictions require<br />
companies to prepare and disclose<br />
annual reports, and many require the<br />
annual report to be filed at the company's<br />
registry. Companies listed on a stock<br />
exchange are also required to report at<br />
more frequent intervals.<br />
ACCORDING TO WIKIPEDIA, AN ANNUAL REPORT IS A COMPREHENSIVE<br />
REPORT ON A COMPANY'S ACTIVITIES THROUGHOUT THE PRECEDING YEAR.<br />
ANNUAL REPORTS ARE INTENDED TO GIVE SHAREHOLDERS AND OTHER<br />
INTERESTED PEOPLE INFORMATION ABOUT THE COMPANY'S ACTIVITIES AND<br />
FINANCIAL PERFORMANCE. THEY MAY BE CONSIDERED AS GREY LITERATURE.<br />
MOST JURISDICTIONS REQUIRE COMPANIES TO PREPARE AND DISCLOSE<br />
ANNUAL REPORTS, AND MANY REQUIRE THE ANNUAL REPORT TO BE FILED AT<br />
THE COMPANY'S REGISTRY. COMPANIES LISTED ON A STOCK EXCHANGE ARE<br />
ALSO REQUIRED TO REPORT AT MORE FREQUENT INTERVALS.<br />
06
PHASE 5<br />
EXECUTION & IMPLEMENTATION<br />
According to Wikipedia, an annual<br />
report is a comprehensive report on a<br />
company's activities throughout the<br />
preceding year. Annual reports are<br />
intended to give shareholders and<br />
other interested people information<br />
about the company's activities and<br />
financial performance. They may be<br />
considered as grey literature. Most<br />
jurisdictions require companies to<br />
prepare and disclose annual reports,<br />
and many require the annual report to<br />
be filed at the company's registry.<br />
Companies listed on a stock exchange<br />
are also required to report at more<br />
frequent intervals.<br />
According to Wikipedia, an annual<br />
report is a comprehensive report on a<br />
company's activities throughout the<br />
preceding year. Annual reports are<br />
intended to give shareholders and<br />
other interested people information<br />
about the company's activities and<br />
financial performance. They may be<br />
considered as grey literature. Most<br />
jurisdictions require companies to<br />
prepare and disclose annual reports,<br />
and many require the annual report to<br />
be filed at the company's registry.<br />
Companies listed on a stock exchange<br />
are also required to report at more<br />
frequent intervals.<br />
ACCORDING TO WIKIPEDIA, AN ANNUAL REPORT IS A COMPREHENSIVE<br />
REPORT ON A COMPANY'S ACTIVITIES THROUGHOUT THE PRECEDING YEAR.<br />
ANNUAL REPORTS ARE INTENDED TO GIVE SHAREHOLDERS AND OTHER<br />
INTERESTED PEOPLE INFORMATION ABOUT THE COMPANY'S ACTIVITIES AND<br />
FINANCIAL PERFORMANCE. THEY MAY BE CONSIDERED AS GREY LITERATURE.<br />
MOST JURISDICTIONS REQUIRE COMPANIES TO PREPARE AND DISCLOSE<br />
ANNUAL REPORTS, AND MANY REQUIRE THE ANNUAL REPORT TO BE FILED AT<br />
THE COMPANY'S REGISTRY. COMPANIES LISTED ON A STOCK EXCHANGE ARE<br />
ALSO REQUIRED TO REPORT AT MORE FREQUENT INTERVALS.<br />
07
TIPS &<br />
ADVICE<br />
06
EXECUTION &<br />
IMPLEMENTATION<br />
According to Wikipedia, an annual report is a<br />
comprehensive report on a company's activities<br />
throughout the preceding year. Annual reports are<br />
intended to give shareholders and other interested<br />
people information about the company's activities and<br />
financial performance. They may be considered as grey<br />
literature. Most jurisdictions require companies to<br />
prepare and disclose annual reports, and many require<br />
the annual report to be filed at the company's registry.<br />
Companies listed on a stock exchange are also required<br />
to report at more frequent intervals.<br />
07
06<br />
C A S E S T U D Y I N T R O
CASE STUDY<br />
DESIGNING A TARGET<br />
OPERATING MODEL<br />
SHARED SERVICES<br />
THE CLIENT<br />
A shared services organisation that works in partnership with large government agencies to provide<br />
back office processing capabilities.<br />
THE CHALLENGE<br />
A newly created shared<br />
services business was created<br />
to support Central<br />
Government efficiency drives.<br />
Their purpose was to<br />
centralise all key support<br />
functions including HR<br />
Services, Finance &<br />
Accounting, Procurement &<br />
Technology.<br />
They absorbed c.1200 staff from<br />
existing Central Government<br />
functions via a TUPE<br />
arrangement across 9 UK sites.<br />
They needed to develop a TOM<br />
to reduce cost by 30%.<br />
The client also inherited service<br />
penalty contracts, so service<br />
levels needed to be maintained<br />
and ultimately improved whilst<br />
the TOM was implemented.<br />
THE SOLUTION<br />
Using our TOM approach,<br />
we worked with teams<br />
across all 9 sites to<br />
completed detailed ‘as-is’<br />
view of the operating model<br />
to ensure we were working<br />
from an accurate<br />
baseline.Once agreed, we<br />
then:<br />
Created a new TOM design<br />
with transition plan.<br />
Created a detailed benefits<br />
case to be used for<br />
investment linked to the<br />
new TOM.<br />
Mentored a select group of<br />
internal consultants to<br />
enable them to implement<br />
all recommendations on<br />
THE RESULTS<br />
We agreed a new<br />
organisation-wide TOM<br />
which involved the creation<br />
of 4 centres of excellence.<br />
We produced a detailed<br />
transition plan to<br />
rationalise the business<br />
considering all TOM layers.<br />
The plan was designed to<br />
enable a rapid transition<br />
however would not put<br />
service delivery at risk.<br />
We created an 18 months’<br />
Benefits Realisation Plan<br />
down to the lowest level of<br />
detail to ensure that the<br />
benefits would be realised.<br />
We built internal capability<br />
so the business were able<br />
to manage the full TOM<br />
implementation.<br />
07
CASE STUDY<br />
DESIGNING A TARGET<br />
OPERATING MODEL<br />
FLEET SERVICES<br />
THE CLIENT<br />
The Fleet Services division of a large UK emergency services organisation.<br />
THE RESULTS<br />
THE CHALLENGE<br />
The client needed support to<br />
redesign the Fleet Services’<br />
operating model. The initial phase<br />
of work aimed to:<br />
Scope operational<br />
requirements (by close<br />
engagement with end service<br />
users).<br />
Undertake a detailed Current<br />
State Analysis to identify a<br />
detailed catalogue of services<br />
delivered by Fleet Services with<br />
opportunities for improvement.<br />
Develop options for operating<br />
models for Fleet Services to<br />
deliver those services and<br />
support the selection of a<br />
preferred way forward for<br />
each.<br />
06<br />
THE SOLUTION<br />
Reinvigoration used their<br />
detailed TOM approach to work<br />
closely with the client to:<br />
Carry out a high level service<br />
category service options<br />
assessment to narrow down<br />
all potential options from a<br />
long list to a short list.<br />
Design a high-level Operating<br />
Model showing the preferred<br />
way forward and how the<br />
division should be structured<br />
to deliver this.<br />
Production of a High Level<br />
business case for the<br />
Operating Model.<br />
Write a detailed Business<br />
Justification Paper to gain<br />
approval and funding for<br />
implementation.<br />
During the engagement,<br />
Reinvigoration collaborated with<br />
local staff and end users to make<br />
their input an integral part of the<br />
TOM design.<br />
The development of trust and high<br />
deep relationships with staff and<br />
senior stakeholders within other<br />
departments and governance<br />
forums allowed us to progress<br />
rapidly against tough timescales.<br />
A number of detailed deliverables<br />
were achieved including:<br />
Development and approval of the<br />
Business Justification Paper.<br />
High level TOM design<br />
Long list of service TOM options,<br />
narrowed to a recommended<br />
shortlist of preferred options<br />
High Level TOM Design<br />
All deliverables were signed off<br />
by all internal governance groups<br />
to successfully draw this first<br />
phase of activity to a close.
THE CHALLENGE<br />
The HR Service Delivery (HRSD)<br />
organisation had grown rapidly<br />
in response to customer<br />
demand, leading to variation in<br />
roles, structure, processes and<br />
cost of servicing across the<br />
EMEA region.<br />
As such, elements of the global HR<br />
operating model were not fully<br />
coherent, so a review was<br />
required to identify and design the<br />
future TOM.<br />
CASE STUDY<br />
DESIGNING A TARGET<br />
OPERATING MODEL<br />
FINANCIAL SERVICES (BANKING)<br />
THE SOLUTION<br />
THE CLIENT<br />
We carried out a<br />
comprehensive analysis of<br />
A global investment the existing bank, HRSD headquartered Operating in Europe.<br />
model, across multiple EMEA<br />
locations. This current state<br />
was documented and agreed<br />
with key business<br />
stakeholders before<br />
progressing further.<br />
Next, a TOM vision was<br />
developed, together with design<br />
principles upon which the<br />
future TOM would be built.<br />
These considered the needs to<br />
service users, but also key<br />
business drivers that were at<br />
play in the organisation.<br />
Detailed TOM design activity<br />
was then undertaken in<br />
collaboration with local teams.<br />
This led to us highlight a<br />
number of potential options for<br />
each service category, with the<br />
preferred options highlighted<br />
with data-driven justification.<br />
All options were supported with<br />
a business case to allow the<br />
business to be confident in the<br />
selection of the best solution.<br />
THE RESULTS<br />
Benefits of over CHF 4 million<br />
were achieved through the TOM<br />
implementation.<br />
Once the preferred TOM was<br />
selected, a detailed<br />
implementation roadmap was<br />
07
ABOUT US<br />
According to Wikipedia, an annual report is<br />
a comprehensive report on a company's<br />
activities throughout the preceding year.<br />
Annual reports are intended to give<br />
shareholders and other interested people<br />
information about the company's activities<br />
and financial performance. They may be<br />
considered as grey literature. Most<br />
jurisdictions require companies to prepare<br />
and disclose annual reports, and many<br />
require the annual report to be filed at the<br />
company's registry. Companies listed on a<br />
stock exchange are also required to report<br />
at more frequent intervals (depending upon<br />
the rules of the stock exchange involved).<br />
According to Wikipedia, an annual report is<br />
a comprehensive report on a company's<br />
activities throughout the preceding year.<br />
Annual reports are intended to give<br />
shareholders and other interested people<br />
information about the company's activities<br />
and financial performance. They may be<br />
considered as grey literature.<br />
Where we are<br />
TODAY
GET IN<br />
TOUCH<br />
REINVIGORATION<br />
Landore court<br />
49 Charles Street (3rd floor)<br />
Cardiff<br />
CF10 2GD<br />
PHONE:<br />
EMAIL:<br />
WEBSITE:<br />
LINKEDIN:<br />
TWITTER:<br />
+44 (0) 2920789955<br />
INFO@REINVIGORATION<br />
WWW.REINVIGORATION.COM<br />
REINVIGORATION<br />
@REINVIGORATION_
WWW.REINVIGORATION.COM<br />
Energising Businesses Through<br />
Operational Transformation