This capability is particularly critical at both the beginning of the transformational journey – when clients are designing their target operating models – and at the implementation stage, supporting with detailed design of services and processes based on customer insight.
It is made up of:
- Data and customer analytics – interrogating data and information to enable customer insight-led design.
- Business design – designing and maintaining organisational and business architecture including target operating models.
- Enterprise architecture – designing, and maintaining rigour to, technical architecture based around customer insight.
- Business analysis and process reengineering – capturing requirements, analysing data, capturing as-is processes and designing to-be processes.