A stable operating model to sustain lockdowns
Nurtured employee well-being
Our team’s structured approach can help you move beyond the tactical operating models devised as an immediate response to shape your operations for a more sustainable and resilient future.
Smart businesses have long recognised the need for a resilient operating model. The events of the coronavirus pandemic have only reinforced that. Our team’s structured approach can help you move beyond the tactical operating models devised as an immediate response to shape your operations for a more sustainable and resilient future.
Our professional service client made an overnight decision to move all of its staff to home working. In theory, the technology was in place: most team members already worked remotely on occasions.
But it quickly became apparent that, as a full-time operating model, this wasn’t sustainable. While video conferencing and other tools meant collaboration could continue, some of the spark was absent from collective problem solving. Colleagues missed aspects of office life. Furthermore, because the group had grown by acquisition, there were areas of siloed working and unintegrated technology, which were harder to work around.
Our role was to help the client reassess the operating model and work out what needed to change, so that the whole group could continue to work together more effectively.
We made recommendations about technology and working practices; we assessed which teams needed office access, and how this could be safely provided.
Recognising that home working would continue to form a central part of the new operating model for the foreseeable future, we also revisited issues around HR and employee management, as well as data security. We recommended process changes, additional training and a refresh of performance management, to help nurture employee wellbeing.
The changes were made swiftly, giving the group a far more stable operating model well before the UK moved into a second national lockdown.
Your next level CX operating model is waiting. Get in touch to maximise the potential of your business.
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