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Mid-Market Customer-Centric Operating Models for Multi-Site Programs

$199.00
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A tailored course, built for your situation

Mid-Market Customer-Centric Operating Models for Multi-Site Programs

Implementation-grade operating models for scaling customer-centric programs across mid-market organizations with multiple locations

$199 one-time
24-hour access provisioning 30-day money-back guarantee Hand-built implementation playbook
12 modules. 12 chapters per module. 144 chapters total.
12 modules, each with 12 chapters (144 chapters total), text-based, plus downloadable templates and a hand-built implementation playbook delivered alongside course access.
Fragmented site operations dilute customer experience and slow down strategic execution

The situation this course is for

Mid-market organizations with multiple locations often struggle to maintain consistency in customer experience while scaling. Local autonomy clashes with central standards, data flows are siloed, and change initiatives stall across sites. Without a unified operating model, growth introduces complexity instead of value.

Who this is for

Business transformation leads, operations directors, customer experience architects, and technology program managers in mid-market organizations (200, 2,000 employees) running multi-site initiatives

Who this is not for

Executives focused only on enterprise-scale M&A integration or startups running single-location pilots

What you walk away with

  • Design a scalable, customer-aligned operating model for multi-site deployment
  • Align governance, workflows, and KPIs across decentralized locations
  • Orchestrate customer data flows to enable consistent service delivery
  • Accelerate change adoption across sites using phased enablement frameworks
  • Build a living implementation playbook tailored to mid-market constraints

The 12 modules (with all 144 chapters)

Module 1. Foundations of Mid-Market Operating Models
Define core principles, scope, and success criteria for customer-centric operating models in multi-site contexts.
12 chapters in this module
  1. c1
  2. c2
  3. c3
  4. c4
  5. c5
  6. c6
  7. c7
  8. c8
  9. c9
  10. c10
  11. c11
  12. c12
Module 2. Customer-Centricity in Multi-Site Design
Embed customer journey integrity across locations without sacrificing operational efficiency.
12 chapters in this module
  1. c1
  2. c2
  3. c3
  4. c4
  5. c5
  6. c6
  7. c7
  8. c8
  9. c9
  10. c10
  11. c11
  12. c12
Module 3. Governance Frameworks for Distributed Execution
Balance autonomy and control with tiered decision rights and escalation protocols.
12 chapters in this module
  1. c1
  2. c2
  3. c3
  4. c4
  5. c5
  6. c6
  7. c7
  8. c8
  9. c9
  10. c10
  11. c11
  12. c12
Module 4. Process Harmonization Across Sites
Standardize core workflows while allowing for regional adaptation.
12 chapters in this module
  1. c1
  2. c2
  3. c3
  4. c4
  5. c5
  6. c6
  7. c7
  8. c8
  9. c9
  10. c10
  11. c11
  12. c12
Module 5. Data Architecture for Unified Customer Views
Design data pipelines that support consistent customer experiences across locations.
12 chapters in this module
  1. c1
  2. c2
  3. c3
  4. c4
  5. c5
  6. c6
  7. c7
  8. c8
  9. c9
  10. c10
  11. c11
  12. c12
Module 6. Technology Stack Alignment
Map systems to operating model requirements and identify integration touchpoints.
12 chapters in this module
  1. c1
  2. c2
  3. c3
  4. c4
  5. c5
  6. c6
  7. c7
  8. c8
  9. c9
  10. c10
  11. c11
  12. c12
Module 7. Change Management at Scale
Drive adoption across diverse site teams using phased communication and enablement.
12 chapters in this module
  1. c1
  2. c2
  3. c3
  4. c4
  5. c5
  6. c6
  7. c7
  8. c8
  9. c9
  10. c10
  11. c11
  12. c12
Module 8. Performance Measurement and KPI Design
Define leading and lagging indicators that reflect customer and operational health.
12 chapters in this module
  1. c1
  2. c2
  3. c3
  4. c4
  5. c5
  6. c6
  7. c7
  8. c8
  9. c9
  10. c10
  11. c11
  12. c12
Module 9. Financial and Resource Planning
Model costs, staffing needs, and ROI for multi-site operating model rollouts.
12 chapters in this module
  1. c1
  2. c2
  3. c3
  4. c4
  5. c5
  6. c6
  7. c7
  8. c8
  9. c9
  10. c10
  11. c11
  12. c12
Module 10. Risk and Compliance Integration
Embed regulatory and policy requirements into operating model design.
12 chapters in this module
  1. c1
  2. c2
  3. c3
  4. c4
  5. c5
  6. c6
  7. c7
  8. c8
  9. c9
  10. c10
  11. c11
  12. c12
Module 11. Vendor and Partner Ecosystem Coordination
Align third parties with operating model standards and performance expectations.
12 chapters in this module
  1. c1
  2. c2
  3. c3
  4. c4
  5. c5
  6. c6
  7. c7
  8. c8
  9. c9
  10. c10
  11. c11
  12. c12
Module 12. Sustaining and Evolving the Operating Model
Build feedback loops, update cycles, and improvement rituals for long-term success.
12 chapters in this module
  1. c1
  2. c2
  3. c3
  4. c4
  5. c5
  6. c6
  7. c7
  8. c8
  9. c9
  10. c10
  11. c11
  12. c12

How this maps to your situation

  • Scaling customer experience across locations
  • Aligning decentralized teams to central strategy
  • Implementing consistent service delivery despite regional variation
  • Managing change velocity in multi-site rollouts

Before vs. after

Before
Operating models are inconsistent across sites, leading to fragmented customer experiences and inefficient change cycles.
After
A unified, customer-aligned operating model enables predictable execution, faster scaling, and stronger cross-location collaboration.

What's included with your purchase

  • 12 modules with 12 chapters each (144 chapters)
  • Downloadable templates and worked examples for every module
  • Hand-built implementation playbook delivered alongside course access
  • 30-day money-back guarantee

Delivery and format

  • Course and learning environment access provisioned within 24 hours of purchase
  • Hand-built implementation playbook delivered alongside course access

Format: Text-based modules and chapters in the Art of Service learning environment, plus downloadable templates and worked examples for every chapter, plus the hand-built implementation playbook delivered alongside course access.

Time investment: Approximately 4 hours per module, designed for self-paced learning with practical application checkpoints.

If nothing changes
Without a structured approach, organizations risk compounding complexity with each new site, leading to higher operational costs, slower innovation cycles, and declining customer satisfaction.

How this compares to the alternatives

Unlike generic operations courses, this program delivers implementation-grade frameworks specific to mid-market multi-site challenges, blending governance, process, data, and change management into a single actionable model.

Frequently asked

Who is this course designed for?
Business transformation leads, operations directors, customer experience architects, and technology program managers in mid-market organizations running multi-site initiatives.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Is there a certificate upon completion?
Yes, a digital certificate of mastery is issued upon finishing all modules and assessments.
$199 one-time. Approximately 4 hours per module, designed for self-paced learning with practical application checkpoints..

Within 24 hours your account in the learning environment is provisioned and the tailored implementation playbook is delivered alongside it.

30-day money-back guarantee· 144 chapters· Hand-built playbook included· Account access within 24 hours
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