Operating Model Design

We help build a blueprint of the future business that brings together high level commercial and market aspects, operational and execution aspects, and foundational assets and infrastructure, into a single operating model that clearly defines economic and strategic success.


All roadmaps need an end state in mind – a destination that clearly guides the path to get there. Business leaders recognise that an operating model – a definition of what the business is and does in real detail – is the key piece required to build clarity into execution roadmaps, to align executives and priorities, and to test strategies against the reality of execution planning.

Often, business model development is shallow or partial. Tools like the Business Model Canvas can help, but ignore the important complexities of modern enterprises and many operational aspects. Traditional business architectures can help, but often get lost in the detail and fail to address real commercial considerations around markets, revenue, channels and economics.

How We Help

We help build a strategic view of what the future business will look like in execution-level detail.

Our Operating Model brings together business design considerations; commercial growth or expansion considerations, operating concerns around process, people and platforms; and financial models that define revenue, cost and capital models.

We help with operating model design that is transformational, 5-7 years out, with strategic changes to products/services, channels, operating footprint, and which drives expansion of revenue opportunities and scale. We also help with more tactical operating models that simply redefine people and organisation, work and role design, process and practice to build a standard, scalable and efficient business operation today. We also help build a model that supports inorganic growth, where acquisitions need a clear model for integration and operation within a broader entity and operating infrastructure.

Our Operating Models replaces and augments the Business Model Canvas and other models, and consists of 9 layers below.


Customer & Markets – covering the markets, brands, channels, customer segments & personas
Products & Services – service and/or product design, service delivery model / production model, service levels & grades, direct revenue and cost
Governance – governance structures, enterprise information, enterprise risk, policies and controls
Processes & Value Stream – key activity design, process architecture, operating practice/systems design
Organisation – workforce capabilities, organisational design, people & roles
Partners – outsourced partners for sales, value-added production and distribution
Technology – applications and infrastructure, technology platforms, data
Assets & Infrastructure – footprint & locations, supply chain, plant and asset base, property
Economic Model – direct revenue and cost, contribution margin, overheads / corporate services, capital & funding models, acquisition modelling, sensitivities & scenario analysis

What We Do

Customer Segment, Channel & Experience Design
Product & Service Design, Delivery Model Design
Governance, Policy, Information & Risk Model Design
Process Model & Value Stream Design
People, Capability & Organisational Design
Partner & Outsourcing Model Design
Technology, Application & Infrastructure Design
Asset, Plant & Operating Footprint Design
Economic Model & Capital Model Design


We commonly conduct an operating model design across the entire enterprise, but have also focussed on individual business areas and functions.

We have deep expertise across various sectors and sector-specific plaforms, including manufacturing, aged & disability care, banking, retail, energy and more.

Let us know how we can help.