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Change Story

Controlling transformation via operating model design

Controlling transformation via operating model design

The challenge

The client faced the challenge of implementing a global Click and Collect service in response to the COVID-19 pandemic and rapidly changing consumer behaviours. They needed help in understanding the new service delivery scope, including business, technology, and internal capability requirements for the development and launch of such a leap forward in service offerings. 

The approach

The project team, which included experience designers, collaborated with the client's Business and Service Design teams to develop a bespoke and diverse set of design capabilities, with relevant methodologies.  

Through comprehensive gap analysis and discussions with the BSD function, the team identified the necessary capability needs, staffing and training requirements.

 Org Scoping within CI 1Org Scoping within CI 2

The outcomes

The project delivered a step-by-step organisational scoping playbook, including both acquiring the necessary capabilities and enhancing the existing teams' skills.

Additionally, the team delivered a 'Capability Pack' which included role profiles, FTE guidance, FTE guidance questionnaire, and capability planning best practices. The project was a game changer for the client as it gave them the tools to allocate resources effectively and their new processes were rolled out across the entire organisation. 

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