In 2020, TalkTalk wanted OD support that would align its Technology organisation with the customer, digital and fibre focused strategy of the business. Q5 joined TalkTalk’s HR team, to run an OD intervention with the goal of bringing the Technology team closer to the business and orientating its working practices around customer journeys.
We first identified where the Technology Leadership’s pain points were in the operating model, facilitating collaborative workshops to explore these issues.
We then worked with a design team representing core Technology and Change teams to develop a target operating model that would solve for these challenges, reflect customer journey focused thinking in the business units and embody scaled agile methodologies characteristic of high performing teams.
Through intensive small working sessions with Technology experts, we developed a detailed design for Technology teams, using a bottom up capacity model approach.