The Target Operating Model (TOM) is a key strategic tool that enables organizations to translate their corporate vision into a coherent, efficient, and customer-centric operation. Its implementation drives digital transformation, optimizes critical processes, and enhances the customer experience across all touchpoints. Designing or updating the TOM ensures that internal capabilities are fully aligned with business goals, empowering CEOs, boards, and C-level leaders to make informed and sustainable decisions. It serves as the bridge between business strategy and operational execution.

Target

To design or update a robust operating model that ensures strategic alignment and enhances the customer experience by optimizing processes, technology, and talent.

Participants

CEO, COO, CIO, heads of digital transformation, operations managers, HR leaders, and strategic consultants.

Time required

4 to 8 weeks, depending on the current operational maturity and strategic scope.

Phase

Strategic design and implementation within an organizational transformation or operational restructuring initiative.

Before you get started

Key elements to get started with your Target Operating Model (TOM):

Digital maturity level of your company: Assess whether your current operating model, infrastructure, and organizational culture are mature enough to support the transformation. Understanding your baseline is critical to identifying improvement areas.
Alignment with corporate strategy: Your TOM must be fully aligned with your business goals. Ensure that the operating model redesign contributes directly to measurable improvements in efficiency, agility, and customer satisfaction.
Current technology capabilities: Identify which systems and tools are scalable, which need to be upgraded, and where new technologies are required to support future operations and enable innovation.
Change management: Transformation is not only technological—it’s cultural. Make sure executive sponsorship is active and that there is a structured plan to manage internal change and promote adoption across all levels.
KPIs and success metrics: Define key performance indicators that will allow you to monitor progress, measure impact, and make informed adjustments throughout the implementation journey.

Initial Diagnostic Checklist

A practical tool to assess your current operations, structure, capabilities, and processes. This diagnostic will help identify gaps and opportunities for alignment with your business strategy.

TOM Design Template (As-Is / To-Be)

An editable document to compare the current and future state of your operating model. It guides you in mapping key elements such as processes, enabling technologies, governance, and organizational structure.

Implementation Roadmap

A visual, editable roadmap to define steps, milestones, responsible stakeholders, and timelines for execution. It includes tips for monitoring progress and making data-driven adjustments throughout implementation.

Benefits of downloading and using the toolkit

Strategic clarity: Gain a clear and structured roadmap to align your operating model with corporate strategy, ensuring cohesive execution across all business units.
Increased efficiency and automation: Redesign core processes with a customer-centric focus, leveraging technology to streamline operations, eliminate redundancies, and reduce costs.
Improved customer experience: Build an agile and scalable operation that adapts to evolving customer needs, enabling faster response times and more personalized, consistent service delivery.
Data-driven decision making: Implement meaningful KPIs and success metrics to monitor performance, assess impact, and empower executive-level decision making through real-time insights.

Steps

01 | Conduct an Operational Diagnostic

Start by using the checklist included in the toolkit to assess the current state of your operation. This step helps uncover strengths, gaps, and improvement opportunities across key areas.

02 | Define Your Target Operating Model

Based on your business vision and goals, design the ideal state (“To-Be”) of your organization. This includes rethinking core processes, adopting new technologies, and shaping organizational structures to deliver on your strategy.

03 | Develop the Transition Plan

Use the implementation roadmap to organize the transition: set priorities, assign owners, allocate resources, and establish clear timelines. This structured plan helps reduce risks and ensures organizational alignment.

04 | Execute, Monitor, and Adapt

Roll out the new operating model while actively tracking progress using KPIs. Adjust tactics based on real-time results and feedback. Support change management to foster internal adoption and long-term impact.

05 | Download and Implement

Start building your future-ready operation today. Download the Target Operating Model (TOM) Toolkit and gain access to essential tools that will help align people, processes, and technology with your strategic goals. Act now—turn your vision into reality with a scalable, efficient, and customer-centric model designed for sustainable growth.

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Target Operating Model (TOM)

The Magic Module