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Business Architecture

MetaPerformance has developed a proven method for designing fit-for-future Business Architectures and transitioning to it whilst ensuring business continuity. We also have extensive experience in the development of Enterprise Architectures that support the business strategy, the business architecture and help direct major change and transformation programmes.

The Problem

Changes to how organisations run their operations intensify as the marketplace changes and become increasingly competitive. There are many common “events” that most often drive the need for developing, evaluating or modifying the operating model of the organisation, these include:

  1. Customer- and shareholder needs;
  2. Industry competition and/or cost reduction;
  3. Increasing globalisation of the industry – diversification (e.g. expansion in new global markets);
  4. Fundamental shift in the corporate strategy;
  5. Technology;
  6. Politics, Economic, Legislation and regulations;
  7. Changes in who buys the services & products and how they use it;
  8. Product & service innovation;
  9. Marketing innovation;
  10. Changes in cost and efficiency;
  11. Emerging buyer preference for a differentiated instead of commodity based product/ service;
  12. Regulatory influences and government policy changes.

Our Promise

So, if you’re concerned about the economic outlook, and if you get challenging questions from your board about the resilience of your organisation’s performance, how do you best respond? It turns out that in times of crisis and in times of economic slowdown, not everybody fares the same. Those organisations that make the shift to an operating model which combines operations capabilities with digital technologies, one that can create value, lower costs, and improve customer experience, giving organisations an edge in a highly competitive landscape, are the ones that do well.

MetaPerformance will assist you in building a clear Business Architecture and subsequent Target Operating Model (TOM) and moving toward it systematically.

The Target Operating Model describes the future state of business processes, organisation, and technology;

We’ll subsequently ensure that all the change and transformation programmes are aligned to create this target model. I.e. that all projects move towards the same goal and delivering changes that are aligned with each other and supports the organisational strategy.

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.

Channel Design

When we design the end-to-end processes (Value Streams) we often apply the following design principles:

  • Channels are integrated, enabled by a fully integrated Customer Platform (including a customer relationship management system).
  • Omni-Channel: The Customer experience must be consistent across channels (language, look and feel, branding).

Omni-Channel: is a cross-channel business model to improve the customer experience. The approach includes channels such as physical locations (regional offices), FAQ webpages, social media, live web chats, mobile applications, and telephone communication. Omni-channel suggests the integration of all physical channels (offline) and digital channels (online) to offer a unified customer experience. Omni-channel is a “seamless and effortless, high-quality customer experience that occurs within and between contact channels.

The most popular parts of Omni-channel in for instance banking include ‘zero drop rate’ channel integration, individualising channels for customers and marketing other channel options. Omni-channel has overtaken multichannel. Businesses have been encouraged to add an increasing number of channels with which customers can interact with the business, including chat, SMS, and social media. Omni-channel offer customers the same experience across all channels.

  • Mobile Channels (enable self-service).
  • Point of Contact Resolution – service requests to be resolved at the point of contact with the customer (empower front-office).

Interested in this service? Request a callback from one of our friendly consultants…

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