A tailored course, built for your situation
Operationally-Sound Operating-Model Design for Cross-Functional Programs
Build scalable, resilient operating models that align technology, business, and governance teams for delivery impact
$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.
Cross-functional programs often fail not from bad ideas, but from weak operating models that collapse under complexity.
The situation this course is for
Teams invest heavily in strategy and execution planning, yet too often overlook the underlying operating model, how decisions are made, resources are allocated, and accountability is structured across silos. This gap leads to misalignment, delayed outcomes, and erosion of stakeholder trust, especially when scaling or responding to change.
Who this is for
Business transformation leads, technology program managers, operating model architects, and senior delivery owners who lead cross-functional initiatives and need durable, governance-aligned structures.
Who this is not for
Individuals seeking high-level overviews or theoretical frameworks without implementation detail. This course is not for entry-level contributors or those focused solely on project management without operational design responsibility.
What you walk away with
- Design operating models that sustain cross-functional programs through scale and change
- Align governance, delivery, and support functions under a coherent operational architecture
- Apply decision-rights modeling to reduce bottlenecks and clarify accountability
- Integrate risk, compliance, and performance monitoring into operating model design
- Deploy a tailored implementation playbook to accelerate real-world application
The 12 modules (with all 144 chapters)
Module 1. Foundations of Operationally-Sound Operating Models
Establish core principles, terminology, and design criteria for resilient operating models.
12 chapters in this module
- Defining operational soundness
- The lifecycle of cross-functional programs
- Core components of an operating model
- Differentiating operating model from organization design
- Governance vs. operations alignment
- Designing for adaptability
- Measuring operational maturity
- Common failure patterns and root causes
- Stakeholder alignment mapping
- Operating model scope definition
- Principles of modularity and scalability
- Building a design charter
Module 2. Stakeholder Architecture and Decision Rights
Model stakeholder influence, accountability, and decision-making authority across functions.
12 chapters in this module
- Identifying key stakeholder groups
- Mapping influence and interest
- RACI alternatives and limitations
- Decision-rights modeling techniques
- Escalation path design
- Balancing centralization and autonomy
- Conflict resolution protocols
- Authority delegation frameworks
- Designing for board-level oversight
- Feedback loop integration
- Stakeholder onboarding workflows
- Maintaining stakeholder alignment
Module 3. Cross-Functional Governance Structures
Design governance bodies that enable coordination without bureaucracy.
12 chapters in this module
- Types of governance bodies
- Steering committee design
- Operating committee functions
- Technical governance integration
- Frequency and cadence planning
- Agenda and decision log standards
- Performance oversight mechanisms
- Risk escalation protocols
- Integration with enterprise governance
- Chairing effective governance sessions
- Documenting governance outcomes
- Review and refresh cycles
Module 4. Process Integration Across Domains
Align planning, delivery, and support processes across business and technology units.
12 chapters in this module
- Mapping end-to-end delivery workflows
- Integrating product and project management
- Synchronizing budget and planning cycles
- Change control integration
- Incident and problem management alignment
- Release and deployment coordination
- Business continuity integration
- Process ownership definition
- Standardizing cross-functional handoffs
- Performance tracking across silos
- Designing feedback-rich processes
- Optimizing for flow efficiency
Module 5. Role Clarity and Capability Mapping
Define roles, responsibilities, and capability requirements for sustainable operations.
12 chapters in this module
- Role definition beyond job titles
- Competency modeling for hybrid roles
- Cross-functional skill gap analysis
- Building role interaction diagrams
- Defining escalation responsibilities
- Onboarding and ramp-up planning
- Performance expectation setting
- Career path integration
- Managing dual reporting lines
- Role sustainability under change
- Capability development planning
- Measuring role effectiveness
Module 6. Performance Measurement and KPI Design
Develop balanced metrics that reflect cross-functional health and progress.
12 chapters in this module
- Principles of outcome-based measurement
- Leading vs. lagging indicators
- Balancing business and technical KPIs
- Designing dashboard hierarchies
- Target setting and threshold definition
- Data collection feasibility analysis
- Avoiding metric gaming
- KPI review and refinement
- Linking metrics to decision rights
- Translating strategy into metrics
- Reporting cadence design
- Visualization for governance audiences
Module 7. Risk, Compliance, and Control Integration
Embed risk and compliance requirements into operating model design.
12 chapters in this module
- Risk integration at design stage
- Compliance requirement mapping
- Control point placement
- Audit readiness by design
- Regulatory change adaptation
- Third-party risk oversight
- Data governance integration
- Security and privacy by design
- Incident response coordination
- Control effectiveness measurement
- Documentation standards
- Continuous compliance monitoring
Module 8. Technology and Data Architecture Alignment
Ensure operating models reflect and support technical and data realities.
12 chapters in this module
- Understanding system dependency maps
- Data ownership and stewardship
- API and integration governance
- Platform team interaction models
- Aligning with enterprise architecture
- Technical debt visibility
- Toolchain standardization
- Data flow transparency
- Change management integration
- Scalability and performance planning
- Cloud operating model considerations
- Automation opportunity mapping
Module 9. Change Enablement and Adoption Planning
Design for adoption, not just delivery.
12 chapters in this module
- Stakeholder readiness assessment
- Change impact analysis
- Communication strategy design
- Training needs identification
- Pilot and phased rollout planning
- Feedback collection mechanisms
- Resistance anticipation and response
- Celebrating early wins
- Sustaining momentum
- Adoption metric definition
- Change network activation
- Embedding new ways of working
Module 10. Financial and Resource Governance
Align funding, budgeting, and resource allocation with operating model needs.
12 chapters in this module
- Funding model options
- Cost transparency design
- Budget allocation frameworks
- Resource capacity planning
- Cross-program resource sharing
- Chargeback and showback models
- Financial approval workflows
- ROI tracking integration
- Contingency planning
- Financial reporting alignment
- Capital vs. operational spend
- Long-term sustainability funding
Module 11. Scaling and Evolution Planning
Design operating models that evolve with program maturity.
12 chapters in this module
- Phased operating model rollout
- Designing for growth stages
- Modular expansion strategies
- Localization and regional adaptation
- M&A integration planning
- Decommissioning pathways
- Feedback-driven refinement
- Versioning operating models
- Knowledge transfer protocols
- Scaling decision criteria
- Managing model obsolescence
- Future-state horizon planning
Module 12. Implementation and Continuous Improvement
Deploy and refine the operating model in real-world settings.
12 chapters in this module
- Implementation sequencing
- Pilot validation techniques
- Stakeholder feedback integration
- Issue resolution workflows
- Performance baseline setting
- Adjustment cadence design
- Lessons learned capture
- Continuous improvement loops
- Operating model audits
- Health check frameworks
- Leadership review integration
- Sustaining operational excellence
How this maps to your situation
- Designing a new cross-functional program from scratch
- Rebuilding an underperforming program’s operating foundation
- Scaling a successful pilot into enterprise-wide delivery
- Aligning technology and business teams under shared accountability
Before vs. after
Before
Operating models are assembled reactively, leading to misalignment, duplicated effort, and governance gaps.
After
Operating models are proactively designed, enabling coordinated execution, clear accountability, and sustained performance.
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 45, 60 hours of focused learning, designed to be completed in parallel with active program work.
If nothing changes
Without a sound operating model, even well-funded programs risk fragmentation, delayed outcomes, and loss of stakeholder confidence, especially as complexity increases.
How this compares to the alternatives
Unlike generic frameworks or academic treatments, this course delivers implementation-grade tools, real-world templates, and a tailored playbook designed for immediate application in complex, cross-functional environments.
Frequently asked
Who is this course designed for?
Senior business and technology professionals leading cross-functional programs, including transformation leads, program directors, operating model architects, and delivery executives.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Is there a certificate upon completion?
Yes, a certificate of completion is issued after finishing all modules and passing the final assessment.
$199 one-time. Approximately 45, 60 hours of focused learning, designed to be completed in parallel with active program work..
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