designing a target operating model

a travel group


the challenge


This travel company’s market is becoming increasingly competitive with many new opportunities and risks. Existing systems and processes need to be aligned to take advantage of these opportunities available to deliver innovations to support growth. The challenge was to capture, document and understand the way the company operated. To use supporting metrics to develop and agree processes that would form a new, Target Operating Model for the various business areas. This would then support the development of new system requirements and processes. Given the global nature of the company, it was imperative that the global teams were engaged in this model development.


the approach


Engagement was the key to the success of this project. As part of collating existing processes, qedis conducted over 30 workshops with subject matter experts, management and the leadership team in London, New York, Jakarta, Tokyo and Sydney. These sessions were to capture and refine current ‘as-is’ processes, identify ‘could-be’ ideas and options and focus on desired outcomes. Working with the Senior Leadership Team and their direct reports, the key decisions were worked through to support the final process design.


the results


- 70+ ‘as is’ process maps created detailing, for the first time, all processes contributing to bookings, including regional variations


- a target operating model detailing findings from the engagement; recommendations for improvements and revised processes; areas identified to employ business intelligence and supporting performance management; suggestions on measures to aid continuous improvement


- the client was able to use this work to refine its requirements for the new system and complete a gap analysis and vendor selection process


- the target operating model continues to form the base of scope, requirements and business change discussions throughout the follow on phases of the project