Designing an Optimised Operating Model

Our structured approach will help you align your operating model with your business strategy – for optimum results.

Optimising your operating model means ensuring that the various components of the business, including the contribution of partners, are delivering maximum value at the right costs. We work with clients in all sectors to help them achieve this.

Taking a structured approach, we consider your operating model from the perspective of your customers to assess how effectively you are organised, how accessible you are and how well you and partners support customers.

We measure where you are, then identify what needs to change to achieve your vision and strategy, and deliver the customer journeys you want. Crucially, we then help you plan how to deliver these outcomes.

Our engaging and robust approach is tried and tested with global clients in all different sectors. The output is a clear roadmap for change that is aligned to your vision and strategy and that delivers better outcomes for you and your customers.

Our Approach

We start with an assessment of the organisation from the customer and internal perspective that considers process, organisational, technology and people perspective.

Using a combination of data analysis, stakeholder interviews, observation and benchmarking, our team will assess your current state, identify the gaps that limit improvement and pinpoint the customer journeys that need to change to deliver better outcomes. We then develop a series of options and test opportunities to identify the priorities for change.

Why Ember

Our flexible, tried and tested approach fits into a framework of customer engagement excellence. We can build on work already done or programmes that are underway. We draw on the breadth and depth of our team’s experience to introduce new thinking to our clients, based on what works in other organisations.

Customer Engagement Solutions

Customer Engagement Strategies

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Developing an Innovation Roadmap

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Enhancing Customer Journeys

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Building the Business Case for Change

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Meet The Specialist

John Driver

Consulting Director

John joined Ember in 2014 after a 20 year career in customer management and outsourcing, designing and delivering complex change programmes in the UK and overseas for well known brands in a diverse range of sectors.
As a transformation practitioner, John specialises in design and implementation of new operating models that deliver measurable financial and service delivery improvements. John is an expert in all aspects of service transition including TUPE transfer and has extensive first hand experience of managing successful transitions.

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