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OPERATIONS ARCHITECTURE

Delivering rapid, sustainable operational efficiency

Efficient and reliable operations drive the bottom line at all companies. The right focus on efficiency will, over time, not only lead to improved margins, but also drive top-line growth. We know how.

Driving operational efficiency has always been a priority, especially in hard economic times when top-line growth is challenged. A deep understanding of your customers, your channels, and your segment-specific value propositions must guide operational efficiency focus to ensure short-term cost cutting does not jeopardize longer-term market positioning and growth.

We have extensive experience successfully helping organizations address key operational architecture questions in light of broader customer segment and business system needs:

  • How clearly do you understand customer needs and expectations in each segment you serve?
  • What are the sources of the organization's competitive advantage in each of these segments?
  • Where are potential cross-segment synergies and differences?
  • What is your value proposition in each of your target segments (e.g., high volume, low cost vs. low volume, customizable)?
  • Do you have a clear understanding of customer touch points across your business system and the associated customer experience you want to achieve?
  • How well do you understand costs to serve across your customer segments?
  • How well does your operations architecture support your customer needs and value proposition across segments?
  • Where can operational synergies be pursued aggressively? Are there segments where cost-service level adjustments are needed?

We have deep experience serving many clients across industries in improving operations architectures and have engagement-tested frameworks and tools to deliver rapid, sustainable improvement:

  • A top-down approach that ensures integrated customer segment strategies, value propositions, and performance targets
  • Voice of the Customer/Channel (VOC) surveys and interview guides
  • Customer touch-point-based business system model to link target customer experience to business system capabilities
  • Business case models to assess relative costs, benefits, and profit at the customer segment level for alternative operations architecture configurations
  • A set of process improvement methodologies (proprietary and third-party) to quickly deliver change and benefits
 
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