Operating Model & Transformation Program

A state-owned water utility responsible for the provision of potable (drinking) water and waste water services for over 6 million people.

The utility had defined its new strategic direction. They had the ambition to become a customer-centric organisation. This required a fundamental shift in the operating model which was service and asset-centric at the time.

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A Maestro was engaged as the Transformation Architect for the operating model review and transformation program design.

This program involved:

• Definition of the organisational-level capabilities
• Engagement of over 50 senior leaders across the organisation
• Conduct the capability maturity assessment
• Identify the gaps in the current-state capabilities
• Establish a reference group for the proposed changes.
• Engage with the MD, the Executive team and Heads of Business
• Achieve agreement on the missing capabilities
• Develop the future-state operating model options
• Identify the implications of each option
• Present options to the MD and Board for decision

This fractional role was led by one of our Maestros.

• Based on the chosen option the Maestro redesigned the organisational value chain and developed the organisational-level organisational design. They also developed the transformation program to deliver the new operating model ensuring alignment with the planned technology rollout. They were then appointed as Head of the Supply Chain Transformation, the first program in the whole of organisation transformation.