Questions to Ask about Structures, Processes, and People

By asking core questions along these dimensions, it is possible to determine the cornerstones of a next-generation operating model.

Processes

Process design. How should we design functional, cross-sector, and support processes? How can we best integrate innovations? How can we accelerate decisions?
Performance management. What are our most important KPIs? How do we set and track targets? How do we encourage decision-orientation and collaboration?
IT systems and technologies. What technology infrastructure does the company need? What is the ideal IT organization and governance in an age of big data and analytics?

Roles and responsibilities. Who is responsible for key processes and individual process levels?
Organizational structure. What organizational form ensures stable day-to-day operations, yet agile development and innovation? How should reporting lines run?
Ecosystem. Which capabilities are core competencies to keep in-house, and which ones can we source from current partners or other external providers? How should the corresponding network be organized?

Skills. What skills do our people need to do their job and how should we fill any gaps—M&A, recruitment, or internal capability building?
Corporate culture. What elements of the corporate culture promote willingness to change—how can we foster openness and tolerance of mistakes?
Resource distribution. How many employees and managers do we need where, and what qualification profiles should they have? How can we deploy resources systematically?