All servicesOperating model and process design.
Plan how an operation runs: who is responsible for what, which internal services it relies on, where work is handed over and how management reviews it.
A shared service needs an agreed request, a responsible provider, and a way to resolve exceptions. The same applies to work passed between headquarters and business units. We design these arrangements around the activity being delivered, then map the responsibilities, information, and handoffs it requires.
The proposed model sets out the staffing, systems, reporting, and management routines needed to run it. Implementation planning shows which arrangements must change together and how the organization will check them before wider use. Process maps and acceptance checks remain specific to the activities included in the assignment.
What the work covers.
- Define the operation, its users and the services it supplies
- Map responsibilities, handoffs and escalation points
- Review how systems and information support the work
- Specify central, regional and local responsibilities
- Design management routines and service review measures
- Prepare implementation and acceptance requirements
Operating model and acceptance checks.
- Operating model document and responsibility map
- Process or service maps for the activities in scope
- Management reporting and review requirements
- Implementation plan with acceptance checks
Where the work stops.
The service covers business design and implementation planning. Software development, procurement, staffing changes and ongoing operation need explicit responsibilities and scope if they form part of the assignment.
What to bring to a first discussion.
- The activities and teams the operating model must cover
- Existing process documents, service expectations and management reports