Operating models & cost structure

Examine how work moves across the business and what it costs to serve customers in each market.

A new country operation or acquisition can add duplicate support functions while customer requests still wait for approval elsewhere. Dune reviews the division of work between the group, business units and local operations, then assesses the cost and service implications of changing it.

Where does a customer request wait for another function?
Which activities benefit from common provision across the group?
What must a country operation be able to handle locally?
Which costs would actually change under the proposed model?
Can the receiving function carry the work before responsibility moves?

Where the work sits.

Work across functions

Trace important activities from the customer request to completion. Establish where information is re-entered, approvals repeat or work is duplicated, and how those patterns affect service.

Central and local provision

Assess activities individually when comparing shared services, country teams and external providers. Document the responsibilities, information and capacity each arrangement requires.

The cost of the model

Review operating costs against the activities they support. Separate costs that can be removed from those that transfer elsewhere, and include the cost of maintaining service during a change.

Moving the work

Sequence changes to roles, systems and processes around their dependencies. Specify service measures and escalation responsibilities so that delays remain visible while the new model takes effect.

Agreed work and outputs

An operating model showing where work sits and who is responsible for it, supported by a cost assessment and transition plan. The design includes the service measures needed to judge whether the original problem is being resolved.

Information to bring

Useful material includes the organization chart, operating costs and service measures. Bring examples of requests that stalled or required repeated intervention, with the functions involved.

Inquire about operating models