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Developing a Target Operating Model for a major passport issuer

Developing a Target Operating Model for a major passport issuer
Region UK
Sector Public Sector, Health and Not For Profit
Offering Organisation Design

The Challenge

The client was on a transformation journey: focused on being a world class passport and registration operation, delivering the right balance between public protection and customer excellence. They wanted to develop a clear Target Operating Model (TOM) that would define how they should organise to deliver the 2020 Vision and subsequently inform their design. They also required the training and upskilling of their teams so they could confidently lead the next phase of work.

Our Approach

  • We identified what would need to be different in terms of skills, measures, and behaviors necessary to bring the TOM to life.
  • We worked with and across the Directorates facilitating the design process. The outcome was a robust, tested, and interconnected set of functional TOMs.
  • Knowledge sharing was developed through a combination of classroom briefings and hands-on co-facilitation of the process.

Key Outcomes

  • A blueprint for the future organisation, based on a robust organisation design methodology and owned by key stakeholders.
  • An agreed roadmap and action plan with clear priorities
  • A compelling narrative which explained simply and succinctly the benefits of the new model and how it fitted together

What our clients say about us

“Q5 are the essential yet pleasant grit in the oyster. They really helped us get traction much faster than would been otherwise possible through excellent process, in depth experience, and understanding of complex environments. Their process is enhanced by good team skills that enabled real leadership alignment and a good result. And critically, an output clearly owned by my team”

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