The operating model
We document how your firm delivers each service today, then redesign it around the work the system can complete.
The starting point
Every service, mapped as it actually runs.
Process documents describe how work should move. The operating model records how it does: who handles each step, which systems and records it touches, where it waits, which controls apply and how much effort each case consumes, including the exceptions.
That account is the baseline for everything that follows. It shows where the cost of each service sits, which services share records and controls, and where a redesigned process would change the economics rather than move work from one team to another.
What we map
Built with the people who do the work
We work through representative cases with the people who perform and manage each service, and with the systems and records themselves. The model covers:
- 01The steps, handoffs and decisions in each service
- 02The systems and records each step reads or changes
- 03The controls, approvals and evidence each step requires
- 04Volumes, case mix, exceptions and the effort each consumes
- 05Where work waits, and what it waits for
The redesign
Each service redesigned around what the system can complete
The redesign settles four things for each service before anything is built.
- 01
What the system completes
The steps the system carries from request to completion: obtaining records, checking terms and preparing outputs.
- 02
Where people decide
The judgments, approvals and client conversations that stay with your team, and the evidence behind each one.
- 03
Which controls apply
The permissions, approvals and checks each step requires, enforced independently of the model.
- 04
How it is measured
The effort, accuracy and cost of the completed service, set against the baseline.
Sequence
The order in which services move
Services share records, controls and connections, so the order matters. The model sets out which services move first, what each establishes for the next and the business case for each, measured against the baseline.
What the firm receives
The operating model, in your hands
Each output is the firm's to keep and use, whatever it decides next.
- The operating model of each service in scope
- A measured baseline of effort and cost
- The redesigned operation and its sequence
- The business case for each service
