Understand the work and decisions
Follow priority journeys, decision points and organisational constraints.
OutputCurrent operating model and friction map
Home
Operating ModelsClear ownership.
Clear ownership.
Work that connects.
Design operating models, responsibilities and service governance around the work. Connect teams, technology and performance reviews to clear decisions and usable handoffs.
The business priority
Who decides, who acts and who owns the outcome?
When decisions cross teams without clear ownership, a new system can reproduce the same friction. The operating model needs to define accountability, escalation and how performance is reviewed.
Access to business and service owners, representative workflows and the organisational constraints shaping the change.
Key capability highlightsSpecific work.
Specific work.
Useful outputs.
Agree the scope, dependencies and responsibilities before work begins. Each workstream produces a defined output.
Design the target model
Define services, roles, ownership, decision rights and escalation paths.
OutputTarget operating model and responsibility matrix
Plan the transition
Identify role, process, capability and system changes. Sequence adoption and handover.
OutputOperating model transition plan
Establish service governance
Agree service measures, review forums, issue management and change responsibilities.
OutputService governance and performance review pack
Implementation strategySequence the work.
Sequence the work.
Make the gates clear.
An indicative delivery route. Sequencing and timing follow the scope, dependencies and business readiness. The stages below define the evidence needed to proceed.
| Stage | Practical work | Decision gate | Accountable roles |
|---|---|---|---|
| 01Understand | Map decisions, roles and handoffs. | Baseline agreed | Business sponsor |
| 02Design | Define services and decision rights. | Model accepted | Function owners |
| 03Prepare | Plan role changes, skills and support. | Transition ready | Change lead |
| 04Adopt | Introduce the model and validate handoffs. | Ownership confirmed | Team leads |
| 05Review | Use service evidence to improve the model. | Actions assigned | Governance forum |
Governance built into the workClear decisions.
Clear decisions.
Traceable evidence.
Confirm the roles and authority at the start. Record important decisions, control evidence and the route for unresolved risks.
Explore the core governance pillarDecision rights
- Accountable role
- Business sponsor
- Evidence
- Accountability and delegation record
Service handoffs
- Accountable role
- Service owner
- Evidence
- Accepted inputs, outputs and escalation
Role transition
- Accountable role
- Function + people owners
- Evidence
- Adoption and capability plan
Performance review
- Accountable role
- Governance forum
- Evidence
- Measures, decisions and follow-up actions
Illustrative deliverable examplesSee what the work
See what the work
can put in your hands.
Original mockups, built to show the structure and level of detail. All records, roles and statuses are illustrative; these are not client results or live product screens.
01 / Assessment & design
Operating model responsibility map
Illustrative shared service / ownership at the handoff
02 / Delivery & governance
Implementation & governance blueprint
The stages, decisions, owners and evidence connecting the recommendation to delivery.
What you take forwardDefined deliverables.
Defined deliverables.
A usable handover.
The final pack reflects the agreed scope, with decisions, limitations, owners and next actions documented.
- Current operating model and friction map
- Target operating model and responsibility matrix
- Operating model transition plan
- Service governance and performance review pack
Make progress observableMeasure the change
Measure the change
that matters.
Establish the baseline and agree the measures before assessing improvement. These examples are discussion points, not promised results.
Decision turnaround
Time and effort needed to reach the right accountable decision.
Handoff quality
Clear ownership, complete inputs and fewer repeated transfers.
Adoption
Responsibilities understood and followed in routine and exception work.
A useful starting point
Access to business and service owners, representative workflows and the organisational constraints shaping the change.
Discuss this priorityYour next decisionMake your next
Make your next
decision clearer.
Start with the business priority, the constraints you face and the decisions worth addressing together.
Discuss your priorities