Strategy

Operating Model Design

Many businesses are still organised around the classic functional silos of product, marketing, sales and service – making it difficult to provide a seamless, end-to-end customer experience.

When considering operating model design, particularly if cost pressures exist, many leaders jump straight to a ‘lines and boxes’ exercise, often causing unintended CX damage.

A holistic, future-fit operating model that considers resource allocation, structures, behaviours and ways of working is typically what’s missing. Blackdot can help you prioritise organisational capabilities, redesign your operating model for more effective resource alignment, and provide the role clarity needed to uplift the customer experience.

We can help you

Efficiently allocate resources

Ensure optimal sales and marketing resourcing based on segment, journey or channel alignment

Efficiently allocate resources

Ensure role and goal clarity

Establish a shared commitment to the core accountabilities, decision rights and interdependencies across functions and business units

Ensure role and goal clarity

Set up effective ways of working

Determine the collaboration principles, processes and handovers that enable teams to work together more efficiently

Set up effective ways of working

Embed rewards and recognition

Develop the short and long-term incentives that reward behaviours aligned to values and performance

Embed rewards and recognition

Establish execution disciplines

Build consistency in process adherence, management rhythm and quality standards while indivualising coaching and performance improvement, and change leadership

Establish execution disciplines

Build new frontline mindsets and behaviours

Boost customer understanding, and data / digital literacy to enable the frontline to effectively make decisions, collaborate and support customers

Build new frontline mindsets and behaviours

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Are you looking to reorganise around your customer?

Contact us today to understand what good looks like