Developed a detailed current state understanding. Conducted voice-of-the customer analysis to align customer needs, value proposition and service delivery. Leveraged lean to identify current state issues and opportunities. Analysed spans, layers, location and headcount to identify gaps and opportunities. Conducted competitor benchmarking to inform and underscore case for change. Conducted stakeholder readiness analysis – to inform change management strategy. Developedrobust and realistic business case.
• Designed and tested the revised operating model. Leveraged lean to redesign and optimise processes, and develop a revised operating model. Streamlined processes, and functionally aligned the organisation. Conducted ‘wargame’ simulations to test the new processes and provide baselines and targets for the revised operating model.
• Managed the deployment to success.Developed critical programme management, change management and continuous improvement infrastructure. Created a detailed incentive structure to align the performance framework with strategy. Established performance management, monitoring and reporting with KPIs and detailed information. Built organisational capabilities – trained over
50 client leaders on internal continuous improvement, to facilitate empowerment and build culture of improvement.