Great innovation comes from the ability to separate what people want from how they should get it.
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Business & Process
Changes to how organisations run their operations intensify as the marketplace changes and become increasingly competitive. We help organisations shift to new operating models that meet the high expectations their customers have; from efficient interactions to convenient-, reliable and value-for-money product- and service deliveries. Customer’s expectations continue to surge as digital disruptors raise the bar for personalised service often with an advantaged cost structure. We design Business & Process Architectures for our clients that help them address margin strain and meet demanding customer expectations.
If you’re concerned about the economic outlook and want to increase the resilience of your organisation’s performance, we will assist you to make the shift to a Target Operating Model (TOM) which combines human capabilities with digital technologies. Your new TOM will be one that can create value, lower costs, and improve customer experience, giving you an edge in a highly competitive landscape.
MetaPerformance has extensive experience in directing major transformation programmes which often starts with the development of an Enterprise Architecture in support of the business strategy. One of the aspects of Enterprise Architecture is Business Architecture which defines all the required business capabilities, e.g., Investment Management capability, Customer Services capability, including Customer Engagement and Channel Management, etc.
We architect solutions from a Systems Thinking perspective (people, process, and technology), as it’s the only way to ensure long-term sustainability. Systems Thinking is a holistic approach to analysis & design that focuses on the way that a system’s constituent parts interrelate within the context of larger systems. Systems Thinking recognises that changing one part of the system will affect other parts as well as the whole system, with predictable patterns of behaviour.
The TOM, which is a subset of our Business Architecture deliverable, describes the future state of how customers will engage with your organisation and how your business processes, people and technology seamlessly provides a service to them in the most effective and efficient manner. The TOM will therefore more than often, also display your Digital Business Model and is hence largely dependent on your digital strategy (more on this can be found under our Digital Transformation Consulting section).
The TOM will describe the future state in terms of:
- Customer Engagement channels (e.g., physical locations, FAQ webpages, social media, live web chats, mobile applications, and telephone communication), enabled by an omnichannel capability to offers a unified customer experience, that provides a seamless and effortless, high-quality experience that occurs within and between contact channels.
- The customer journey throughout your business, from the initial engagement, to seamless enablement from front-end to back-end systems and capabilities. It will also indicate all your business processes and how they’re integrated or glued together by data and integration layers.
- The human organisation describing your organisational and capacity design.
- The technology (front-end, integration and back-end).
In an era of consumerism, digital-, and data disruption,
we help our clients examine their business and operating models to find a solution that will enable a step-change in performance.