Developing or refining an organizational model can be a key enabler of a customer-facing transformation program. However, organizational design involves much more than just the development of organization charts and their associated reporting structure. To ensure the success of any organizational change it is key to involve the development of individual role definitions, including job requirements and skills, role activities and deliverables as well as metrics and targets.
In addition to individual role descriptions, team role definitions and expectations also need to be defined, including metrics and targets for the teams.
The approach to developing metrics and targets at both the individual and team level needs to be a top-down and integrated one. That is to say that the targets at and individual level need to role up to the team, group, department and business unit. At the individual level, it is critical to have an agreed and balanced scorecard, which includes short-term operational role specific targets some aimed at efficiency, some at revenue growth and some on improving the experience for the customer.
The analysis undertaken for organizational change also needs to focus upon the skills of current staff and their appropriateness to fill roles on the new organizational structure, thereby driving out required training and potentially recruitment or re-deployment.
Organizational design and implementation for customer-facing operations, including:
We provide the above for the following service areas:
ThoughtBurst can help you meet you business objectives by providing strong and effective organizational design and implementation. We can help you:
The C-SOAR™ method provides support for organizational change. Outputs, techniques and approaches during the strategy and assessment (S&A) method component include:
During the analyze, design, develop and deploy (A3D) method component, outputs, techniques and approaches include:
The C-SOAR™ tool supports the method and enables our consultants to capture engagement specific information consistently and effectively.