Optimising operating models with an agile approach for new innovation and change implementation.

Overview

With the pace of external change increasing, many organisations are moving away from large-scale transformation programmes in favour of a more agile approach to building new capability and optimising their operating model, that allows them to embrace innovation and implement change more effectively.

Our consultants and change specialists can help you reshape your operations and culture to build in that flexibility.

The Situation

In just a few years, our client – a leader in the Internet of Things sphere – had gone from a UK launch to becoming a global name. But while its products were proving popular in all markets, the operating model was harder to replicate. Some territories were far more advanced than the others, enabling more of a self-service approach; in others, there was a need for greater support.

These factors were accentuated by cultural differences and the business models of key partners in different countries.

The client wanted to develop an operating and service model that was as digital as possible, but that could be readily adapted to different markets. They also wanted to ensure that as the younger markets matured, the operating model could flex.

Our Approach

Davies provided a detailed analysis of different ways to deliver key tasks and functions, which we then built into a set of options for the overall operating model that could flex as new markets grew.

We identified the right technology to put at the core – standardising the client’s internal processes, while providing the foundation for a more flexible front-end service model that made use of intelligent automation in mature markets.

Return on Investment

Our recommendations on the enablement process were taken forward by the client, across its global operations.

Your next level CX operating model is waiting. Get in touch to maximise the potential of your business.

John Driver
Consulting Director
john.driver@davies-group.com

Michael Anderson
Vice President
US/Canada
michael.anderson@davies-group.com