Developing a Target State Operating Model for a technology and language services provider

With increasing market headwinds, competition and customer demands, a technology and language services provider was struggling to deliver on transformation outcomes made to investors, as well as feeling the effects of their high-cost base and legacy technology systems.

By conducting a review into the Business Transformation Office (BTO) and transformation programme, running interviews with 16 Executives and programme leaders, we were able to deliver a portfolio prioritisation methodology to the in-flight portfolio of change, as well as actionable recommendations to drive sustained success. We also augmented the client's team as interim Transformation Director, Portfolio Lead, and Head of PMO, whilst providing point support on individual programmes.

In the subsequent phase, we ran a 12-week discovery to define the high-level target state operating model. This involved running end-to-end workshops with 30 stakeholders to align on the target end state working across customer, people, metrics, process, and technology. We identified 130 pain points which were categorised into core themes, and then organised solutions into tactical fixes that could be implemented within six months and longer-term strategic initiatives. These were then prioritised with detailed plans and initiatives to be progressed into the strategic roadmap.

We developed a comprehensive high-level target state operating model, defined the process architecture, and modelled the necessary capabilities for success. Furthermore, we formulated a business case that outlined the investment required and a detailed plan for the realisation of tens of millions of benefits, with 75% coming from efficiencies from the redesign of the operating model.

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