A tailored course, built for your situation
Practical Operating-Model Design for Senior Leaders
Build execution-grade operating models that align strategy, teams, and technology under pressure
$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.
Misaligned teams, slow decisions, and fragmented execution despite clear strategy
The situation this course is for
Even well-crafted strategies fail when operating models aren't designed to deliver them. Too often, organizations invest in vision and goals but under-invest in the connective design that makes execution possible. The result is duplicated effort, governance gaps, and stalled transformation, especially under pressure.
Who this is for
Senior leaders in business or technology roles responsible for delivering complex initiatives across functions and systems
Who this is not for
Individual contributors without cross-functional responsibility, or those seeking theoretical frameworks without implementation tools
What you walk away with
- Design an operating model that reflects current business priorities and delivery constraints
- Map decision rights and governance flows to reduce bottlenecks
- Align team structures with capability outcomes, not just reporting lines
- Integrate technology platforms into operational workflows with clarity
- Use templates and playbooks to accelerate design and adoption
The 12 modules (with all 144 chapters)
Module 1. Foundations of Operating-Model Design
Define what an operating model is and why it matters for execution
12 chapters in this module
- What is an operating model?
- The role of operating models in strategic execution
- Common failure patterns and how to avoid them
- Operating model vs. organization chart
- Core components: people, process, technology, governance
- Design principles for resilience and agility
- Stakeholder alignment from the start
- Assessing organizational readiness
- Setting success criteria
- Common myths and misconceptions
- Case study: retail transformation
- Case study: fintech scale-up
Module 2. Strategic Alignment and Scope Definition
Link operating-model work directly to business objectives
12 chapters in this module
- Translating strategy into operational outcomes
- Identifying key value streams
- Defining scope and boundaries
- Prioritizing focus areas
- Engaging executive sponsors
- Balancing innovation and stability
- Time-to-value expectations
- Stakeholder mapping techniques
- Using strategy documents effectively
- Avoiding scope creep
- Setting phased milestones
- Measuring alignment
Module 3. Capability Mapping and Design
Design capabilities that deliver strategic outcomes
12 chapters in this module
- What is a capability?
- Hierarchical capability modeling
- Core vs. enabling capabilities
- Mapping capabilities to business goals
- Identifying capability gaps
- Designing for reuse and scalability
- Ownership and accountability
- Integrating data and analytics
- Technology enablers per capability
- Capability maturity assessment
- Roadmapping capability evolution
- Worked example: customer onboarding
Module 4. Process Architecture and Flow Design
Design end-to-end processes that support capability delivery
12 chapters in this module
- Process vs. procedure: understanding the difference
- Value stream mapping fundamentals
- Identifying handoffs and friction points
- Designing for speed and quality
- Standardization vs. flexibility
- Cross-functional workflow design
- Integrating human and system tasks
- Error handling and escalation paths
- Metrics for process health
- Automation readiness assessment
- Process ownership models
- Worked example: order fulfillment
Module 5. Organization Design and Team Topology
Align team structures with operating-model needs
12 chapters in this module
- Team topology patterns
- Designing for collaboration and autonomy
- Cross-functional team composition
- Defining roles and responsibilities
- Managing matrix relationships
- Scaling team models across divisions
- Remote and hybrid team considerations
- Leadership span of control
- Talent availability and development
- Change impact on existing teams
- Communication architecture
- Worked example: platform team rollout
Module 6. Decision Architecture and Governance
Design clear decision rights and governance flows
12 chapters in this module
- Types of decisions in operating models
- Decision rights mapping
- Escalation paths and thresholds
- Governance forum design
- Cadence and ritual planning
- Integrating risk and compliance
- Board and executive engagement
- Feedback loops for continuous improvement
- Documenting governance rules
- Balancing speed and oversight
- Case study: regulatory response model
- Worked example: investment approval flow
Module 7. Technology Architecture Integration
Align technology platforms with operating-model demands
12 chapters in this module
- Mapping systems to capabilities
- Integration patterns and anti-patterns
- API strategy and data flow design
- Legacy system accommodation
- Cloud and on-premise balance
- Data ownership and stewardship
- Security and access controls
- Scalability and performance needs
- Vendor ecosystem management
- Technology debt considerations
- Future-proofing design choices
- Worked example: core banking upgrade
Module 8. Performance Measurement and KPIs
Define metrics that reflect operating-model health
12 chapters in this module
- Leading vs. lagging indicators
- Designing balanced scorecards
- KPI ownership and reporting
- Target setting and thresholds
- Dashboards and visibility
- Feedback mechanisms for adjustment
- Linking KPIs to incentives
- Avoiding metric gaming
- Benchmarking against peers
- Adapting metrics over time
- Case study: service level improvement
- Worked example: digital transformation tracking
Module 9. Change Adoption and Transition Planning
Plan and execute the shift to a new operating model
12 chapters in this module
- Assessing change readiness
- Stakeholder engagement planning
- Communication strategy development
- Training and enablement design
- Pilot and phased rollout options
- Managing resistance and concerns
- Celebrating early wins
- Transition team structure
- Knowledge transfer methods
- Support model design
- Timeline and dependency management
- Worked example: operating model launch
Module 10. Operating Model Evolution and Iteration
Maintain relevance through continuous refinement
12 chapters in this module
- Triggers for operating-model review
- Feedback collection mechanisms
- Post-implementation review methods
- Adapting to market changes
- Scaling or simplifying models
- Managing technical and process debt
- Updating documentation and training
- Incorporating lessons learned
- Version control for operating models
- Leadership review cycles
- Case study: pandemic response adaptation
- Worked example: post-merger integration
Module 11. Risk, Compliance, and Resilience Design
Embed risk and compliance into operating-model DNA
12 chapters in this module
- Regulatory landscape mapping
- Compliance by design principles
- Risk identification and mitigation
- Control framework integration
- Audit readiness planning
- Business continuity considerations
- Crisis response integration
- Third-party risk alignment
- Data privacy and protection
- Reporting obligations automation
- Resilience testing methods
- Worked example: APRA-regulated environment
Module 12. Implementation Playbook and Real-World Application
Apply the full framework using practical tools
12 chapters in this module
- Using the implementation playbook
- Customizing templates for your context
- Running a design workshop
- Facilitation techniques for alignment
- Stakeholder validation methods
- Executive presentation strategies
- Securing buy-in and funding
- Tracking progress and blockers
- Managing competing priorities
- Scaling across geographies
- Sustaining momentum
- Final case synthesis: full model build
How this maps to your situation
- Leading a transformation initiative
- Designing a new function or platform
- Responding to regulatory or market pressure
- Integrating teams after a merger or acquisition
Before vs. after
Before
Unclear how strategy turns into action, with misaligned teams, slow decisions, and repeated rework.
After
A clear, actionable operating model that aligns people, process, and technology to deliver on strategic goals, quickly and sustainably.
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 3-4 hours per module, designed for completion over 12 weeks with real-world application between modules.
If nothing changes
Without a deliberate operating model, even strong strategies stall due to ambiguity, duplicated effort, and governance gaps, especially during periods of change or growth.
How this compares to the alternatives
Unlike generic strategy or organization design courses, this program delivers a structured, implementation-grade method for building operating models that work in complex, regulated environments.
Frequently asked
Who is this course for?
Senior business and technology leaders responsible for delivering outcomes across functions and systems.
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 assessments.
$199 one-time. Approximately 3-4 hours per module, designed for completion over 12 weeks with real-world application between modules..
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