Organisational Design

Start with the customer in mind

Creating and maintaining an excellent operation requires a clear appreciation of the customer proposition defined through the operations strategy. This will be underpinned with a balanced set of metrics giving line-of sight from the strategy to all levels of the operation.

This starts with gaining command of the basic facts from this root cause analysis and identifying demand drivers. It is also important to work in equal partnership with the key departments that have cause and effect on the operation. A key enabler to an efficient operational area is a clear and consistent management structure which provides optimum spans of control for all levels of the management team.

Organisational design and continuous improvement strategies alone are insufficient they must be married with Leadership capability and Performance Management routines. It is essential that the leadership has the character, ability and mindset required and actively provide a performance management culture to the operation. This with transparent job families and clear performance-in-role criteria establish a team with the motivation, ability and opportunity to succeed.