For COOs, operations and CX leaders
Is the operating model fit for what we are about to ask of it?
Operational weakness does not show up when business is steady. It shows up under pressure. Dream surfaces the operating model the business currently has — across customer, process, technology and people — before the next pressure event arrives.
The question
Is the operating model fit for what we are about to ask of it, and where will it break first?
The lenses inside this pack
Each pack carries a small number of lenses. The lenses are how the same organisation is looked at from several angles in the same engagement, so what surfaces is fair, comparable and complete.
Customer
The shape of the demand the operation is built to serve, where customer effort is highest, and where experience is breaking under pressure.
Process
The maturity, consistency and resilience of the processes that deliver the operation day to day.
Technology
The state of the tooling and intelligence layer underneath the operation, and where it is enabling versus where it is the bottleneck.
People
The capability, capacity and engagement of the people running the operation, and the dependencies on individuals rather than systems.
Governance
How the operation is measured, how decisions are made, and where the accountability lines actually run when something breaks.
What the leadership team comes away with
Every Dream engagement produces an output the organisation owns. For this workshop, that output includes:
- An evidence-anchored view of operational maturity across all five lenses
- A clear picture of which weaknesses are tolerable and which will not survive the next pressure event
- A sequenced set of practical operational improvements the leadership team is prepared to commit to
Who it is for
This pack is designed for the leadership roles most accountable for the question it answers.
Ready to run this workshop?
The first conversation is short, free of obligation, and shaped entirely around the question your organisation is bringing.