Designing an operating model fit for the future

Client problem

We don’t know if we’re really fit and ready for the strategic changes ahead of us. It often feels like we’re reacting, and we’re not meeting the expectations customers have of us.”
— Chief Operations Officer

26+

developed recommendations

$1.95M

in cost savings

$5M

identified revenue opportunties

What we did

We ran a tailored diagnostic review and conducted qualitative interviews with employees and the leadership team to understand strategic priorities, constraints and the scale of upcoming change.

We completed external benchmarking, interviews, observation and desktop research across key areas of the operation - people, processes, data and insights, CX and technology to build a clear view of the current operating model, key pain points and sources of failure demand.

We provided comprehensive recommendations on the future state operating model.

Outcome

“We now have a comprehensive view of the current state, what our pain points are and a clear, actionable roadmap to set up our operating model to be ready for the future”— Chief Operations Officer

Results and deliverables

Identified $1.95m in savings by eliminating sources of failure demand.
Identified $350k in cost savings and a $5m revenue opportunity across the Custom Plates product and online experience.
Developed 26 recommendations across people, processes, data and insights, CX and technology, each with a roadmap to implementation.

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Methodology

Tailored Diagnostic Review

Future State Operating Model Design

Desktop Research

Qualitative Interviews

Failure Demand Analysis

Benchmarking