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Target Operating Model Customer Service 5

The document discusses vision and alignment for a customer services organization. It provides context for understanding the direction of the energy market and gathering alignment on a vision. It outlines key artifacts like vision statements, design principles, and a market assessment. Sections are dedicated to defining the vision across operating model components, high level design, operational improvement initiatives, customer services transformation, key performance indicators, and people and culture aspects to deliver the target operating model.

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VINEN
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170 views5 pages

Target Operating Model Customer Service 5

The document discusses vision and alignment for a customer services organization. It provides context for understanding the direction of the energy market and gathering alignment on a vision. It outlines key artifacts like vision statements, design principles, and a market assessment. Sections are dedicated to defining the vision across operating model components, high level design, operational improvement initiatives, customer services transformation, key performance indicators, and people and culture aspects to deliver the target operating model.

Uploaded by

VINEN
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Introduction Executive Summary Vision & alignment High-level design Operational improvement CS Transformation KPIs People & culture

& culture Next Steps Appendix

Key Decisions
The Mission Design Principles Vision Statements Strategies
Delivery

21
Introduction Executive Summary Vision & alignment High-level design Operational improvement CS Transformation KPIs People & culture Next Steps Appendix

Delivering and implementing the TOM to drive and measure


Customer Services’ journey towards its goal

Customer Services org design: Target operating model delivery Customer services dashboard:
in progress methodology: in progress in progress

Organizing to effectively manage the transition Delivering change to the organization Measuring the impact of our changes

Key Decisions
The Mission Design Principles Vision Statements Strategies
Delivery

22
Vision & alignment
Introduction Executive Summary Vision & alignment High-level design Operational improvement CS Transformation KPIs People & culture Next Steps Appendix

Vision & alignment: context and overview

Purpose of this section Key artifacts


• Understand the direction of the energy market and how it will impact ENTITY in the • Customer Services’ vision (across operating model components)
future. • Mission statement
• Gather alignment on the vision for the Customer Services organization • Design principles
• Develop an understanding of current business performance • Market and baseline assessment (Appendix)
• Define design decisions across each of the operating model components to shape the
target operating model

1. Vision & 2. High Level 3. Operational


Alignment Design Improvement
Alignment on the vision across Making decisions based on Development of initiatives form
each of the Customer operating vision identified in across the business to meet the
model components previous workshops Customer Services vision

4. Customer 5. Customer 6. People &


Services Services KPIs Culture
Transformation
Defining the process and Defining the KPIs by Defining the organization
plan to deliver the target which we will measure that will deliver the vision in
operating model Customer Services the future

24
Introduction Executive Summary Vision & alignment High-level design Operational improvement CS Transformation KPIs People & culture Next Steps Appendix

Defining the Target Operating Model for Customer Services

Vision and strategy

Customers

Channels Why do we operate the way we do?


e
ri enc
r e xpe Brand & communication
e
om
C us t
Offerings

What capabilities are needed to


Capability

People & organization Technology & data Process & policy enable the vision and strategy?

Governance

How will these objectives and


Enablers

Performance metrics
capabilities will be delivered?
Culture & values

25

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