Course Description
Leadership Series – Operating Model Design for Customer Outcomes
Strategic operating model design for customer outcomes is the core challenge facing ops, sales, marketing, and executive leaders today. This 1-day intensive teaches you how to align your operating model to deliver customer outcomes and create value.
Operating Models Built for Customer Outcomes
Your organization knows what customers need. But your operating model wasn’t built to deliver it.
The customer outcome challenge:
With a customer strategy on paper your operating model should delivering customer outcomes that delight, however there is friction that pervents this. The Customer-centric vision fails because the strategic operating model design is not customer-centric. This 1-day intensive teaches ops, sales, marketing, and executive leaders how to align your operating model to deliver customer outcomes.
This strategic operating model design course teaches you how to align your operating model, the organizational structure, processes, governance, and incentives to actually deliver customer outcomes. Strategic operating model design realigns your entire organizational structure around preferred customer outcomes.
WHO SHOULD TAKE IT
Operations leaders | Sales leaders | Marketing leaders | Customer experience leaders | Executive transformation leaders | Teams frustrated by organizational silos blocking customer outcomes
WHAT YOU’LL LEARN: Five Frameworks for Customer-Centric Operating Model Design
Gemba — Go and see where customer outcomes actually break down
Value Stream Mapping — Identify where your operating model destroys customer value
Service Blueprint — Map front stage (customer view), back stage (internal ops), support systems (governance & incentives)
Metrics & Outcomes — Design measurement systems that signal real customer value (not internal efficiency). Align KPIs and incentives to the path of least resistance for customer value creation.
Journey Operations Governance — Assign ownership and align departments around customer outcomes
Feedback Loops — Build continuous adaptation into your operating model
WHAT YOU’LL LEAVE WITH
✓ Service Blueprint inpractice
✓ Friction Assessment (where organisation design breaks customer outcomes)
✓ Feedback Loop Design
✓ Metrics & Outcomes Alignment Plan (what to measure and reward)
✓ 12-Month Evolution Roadmap
✓ Governance Framework for customer-centric operating model
✓ DT Operating Model Toolkit
✓ 12-Month Peer Network (200+ practitioners)
HOW IT’S DIFFERENT
Not cost optimization. Strategic operating model design prioritizes customer outcomes, not efficiency alone.
Not just mapping. Your CJM course teaches customer needs. This teaches how to organise your operating model to deliver them.
Companies with dedicated journey ownership outperform on both customer outcomes and financial metrics. Siloed operating models cost organizations 15-25% of customer lifetime value.
Strategic operating model design provides structures and tools to help leaders design structured systems that support customer centric outcomes.
INVESTMENT
R6,500 per person | R5,500 groups 6+ | R35,200–R52,800 in-company
Strategic Operating Model Design for Customer Outcomes. For leaders ready to organize around customer outcomes instead of internal efficiency.
Early Bird Price
R6 095
Length
1-day
Language
English
Standard Price
R6 500
Involvement
9 hours
Course Type
In-person
Course Details
This leadership course forms part of a series of four courses, one course is run per quarter. Attend any course or the whole series.
These one-day courses teaches various frameworks for steering the ship that are:
- Diagnostically rigorous (you really understand what’s going on)
- Ethically grounded (values and fairness are explicit, not hidden)
- Stakeholder-centered (you know who’s affected and what they need)
- Ruve (Help you to assess Relevance, Utility, Validity and Ethics)
Additional information
Other Leadership Courses as aprt of the series:
Format: 1-day intensive (8am–5pm)
Investment: R6,500 per person
Group rate: 6+ people = R5,500 each
In-company delivery: R35,200–R53,800 (6–12 people)
30% off if you do all four courses.
Why This Leadership Series Works
Improve how to lead your area effectively. Work with frameworks effectively to make strategic decisions. Drive customer-centric value creation with humans engaged in the system. Deliver projects that involve humans early on to obviate the need for innefective large scale communication to get buy-in.
ACADEMIC FOUNDATION FOR STRATEGIC OPERATING MODEL DESIGN
Foundational Frameworks
Shostack, G. L. (1982). “Designing Services That Deliver.” Harvard Business Review, 60(1).
- Service Blueprint methodology — foundational for strategic operating model design
Beer, S. (1981). The Brain of the Firm. John Wiley & Sons.
- Viable System Model (cybernetics & organizational design) — enables operating models to adapt for customer outcomes
Ohno, T. (1988). Toyota Production System: Beyond Large-Scale Production. Productivity Press.
- Gemba principle & value stream thinking — fundamental to strategic operating model design
Womack, J. P., & Jones, D. T. (2003). Lean Thinking. Free Press.
- Value Stream Mapping for services — applies to strategic operating model design
Contemporary Research on Strategic Operating Model Design (2023–2025)
Gartner (2024). Strategic Roadmap for Journey Management and Operations.
- Journey Operations as formalized discipline for customer outcomes; companies with journey ownership drive superior customer outcomes and financial performance
Deloitte (2024). Next-Generation Operating Model: Customer-Centric Redesign.
- Organizations redesigning operating models around customer outcomes capture 3x more value from digital investments than siloed approaches
McKinsey & Company (2023). Rethinking Customer Journeys with Next-Generation Operating Models.
- Strategic operating model design architecture as competitive differentiator; real-time feedback from customer outcomes drives performance
Why Strategic Operating Model Design Matters
- Gartner 2024: Organizations with dedicated journey ownership show measurably higher customer outcomes and financial performance
- Deloitte: Value leakage from siloed operating models costs most organizations 15-25% of customer lifetime value
- McKinsey: Companies organizing operating models around customer outcomes capture 3x more value from technology investments
- Toyota: Gemba principle proven for 70+ years as foundation of operational excellence and customer value delivery
Strategic Operating Model Design for Customer Outcomes. For leaders ready to organize around customer outcomes instead of internal efficiency.