An operating model provides the link between strategy and operations and in so doing provides the blueprint for how resources are organised and operated. The various elements of the operating model—structure, accountabilities, governance, culture and values as well as the way people, processes and technology are integrated to deliver key capabilities, must be explicitly designed to support the institution.

The crucial first step in designing an appropriate operating model is to define a set of design principles which inform the design process. These help to align leaders around objective criteria for designing the operating model.

When designing operating models, it is important to put customer and employee experience at the centre of the design process – removing friction and enhancing the experience in meaningful ways.

We have designed operating models for various clients, focusing on the core components as outlined in the following diagram.