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What is a Target

Operating Model?
An intro to TOM
Consulting
Draft internal
use only
December 2013
PwC
December 2013
Draft internal use only
A Target Operating Model (TOM) is used to
describe how an organisation will deliver
its products/services to customers at a
defined point in the future.

2
What is a Target Operating Model? An intro to TOM
PwC
December 2013
Draft internal use only
Scenario 1 Simple case
You live on a remote island with one other
person. You run a small coffee shop, selling
coffee & cake to your one customer.
3
What is a Target Operating Model? An intro to TOM
PwC
December 2013
Draft internal use only
Your current operating model might look something like this
4
What is a Target Operating Model? An intro to TOM
Customers
Products / Services
Face to face Face to face Channel
Business Capabilities
Bake Cake Brew Coffee
Manage
supply chain
Manage
finances
Mix ingredients
Bake cake
Serve cake
Yourself
Your shop
Oven
Recipe
Process
People
Organisation
Technology
Information
Grind beans
Brew coffee
Serve coffee
Yourself
Your shop
Coffee machine
Coffee machine instructions
Monitor supply
Order goods
Yourself
Your shop
Computer (for internet)
Quantity required for BAU
Account for costs & sales
Produce monthly reports
Yourself
Your shop
Excel spreadsheet
Sales, Costs
Ambition: To serve coffee and cake daily to your sole customer
Coffee Cake
Customer Offering
Star Bucks

PwC
December 2013
Draft internal use only
But then
A ferry lands on your island and off hop 100 (legal) immigrants:
- 95 of them are addicted to cake but unable to leave home;
- The other 5 are skilled workers looking for employment; and
- It will take them 6 months to set up their homes and obtain an internet
connection (they have enough cake rations to keep them going in the
meantime, but then no further access to cake).
5
What is a Target Operating Model? An intro to TOM
You decide to work up a strategy and develop a
TOM so you can plan how to take advantage of this
unique business opportunity!
PwC
December 2013
Draft internal use only
First, you work up a strategy:
6
What is a Target Operating Model? An intro to TOM
Ambition
Goal
Objectives
To efficiently serve the needs of all cake and coffee lovers on the island and create jobs for the local economy.
To have the capability to deliver coffee & cake to all people on the island in 6 months time.
To grow the business and employ all available skilled workers on the island.
1. What do you want to achieve? What does success look like?
2. How have you decided to set about achieving your ambition?
Business Model
Create a website &
online order system
Build a cake factory
& distribution hub
Retain existing shop
& create loyalty
programme
Hire new staff to help
meet expected
demand
Now you must consider how you will deliver your strategy
Corporate Strategy
Streamline business
processes
Improve efficiency via investment in
infrastructure
Grow the business by acquiring new
customers
Retain existing
customers
Strategies
Business needs
PwC
December 2013
Draft internal use only
Your Target Operating Model might look something like this
7
What is a Target Operating Model? An intro to TOM
Customers
Products / Services
Channels
Business Capabilities
Bake Cake
Mix ingredients
Bake cake
Serve cake
Cake Baker (x1)
Process
People
Organisation
Technology
Information
Order & Delivery
Online & F2F Delivery Face to face
Brew Coffee
Manage
Supply Chain
Manage
Finances
Process
Online Orders
Manage
Customer
Account
Distribute
Goods
Your shop
Cake factory
Bigger oven
Recipe
Grind beans
Brew coffee
Serve coffee
Yourself
Your shop
Coffee machine
Coffee machine
instructions
Monitor supply
Order goods
Yourself
Your shop
Computer (for
internet)
Quantity required
for BAU
Account costs &
sales
Produce reports
Accountant (x1)
Your shop
SAP accounting
system
Sales, costs,
assets,liabilities
Process order
Inform factory
Invoice cust.
Tech support
(x1)
Your shop
Website & order
system
Orders and
delivery dates
Register &
maintain cust.
accounts
Tech support
(x1)
Your shop
Website & CRM
system
Customer
details
Pack orders
Distribute
goods
Delivery drivers
(x2)
Distribution hub
Order system
Delivery vans
Orders and
delivery dates
Ambition
Goal
Objectives
To efficiently serve the needs of all cake and coffee lovers on the island and create jobs for the local economy.
To have the capability to deliver coffee & cake to all people on the island in 6 months time.
To be able to employ all available skilled workers on the island.
Business Model
Create a website
& online order
system
Build a cake
factory &
distribution hub
Retain existing
shop & create
loyalty programme
Hire new staff to
help meet
expected demand
Corporate Strategy
Cake Coffee
D
e
l
i
v
e
r
s

s
t
r
a
t
e
g
y

Customer Offering
Streamline
business
processes
Star Bucks

Cake addicts

PwC
December 2013
Draft internal use only
Roadmap
The Roadmap for change:
8
What is a Target Operating Model? An intro to TOM
Now 6 months
4. Recruit & train staff
3. Build cake factory & distribution hub, purchase equipment
Now that you know some of the key differences between the current
and target operating models, you can start to plan how to move from A
to B and achieve your strategic goals.
2. Procure / build & implement new IT systems
Use TOM to track and monitor progress
1. Develop new business processes
PwC
December 2013
Draft internal use only
Your roadmap should be centred around building the required business
capabilities, in line with your strategy.
9
What is a Target Operating Model? An intro to TOM
Now 6 months
Customers
Products / Services
Channels
Business Capabilities
Bake Cake
Mix ingredients
Bake cake
Serve cake
Cake Baker (x1)
Process
People
Organisation
Technology
Information
Order & Delivery
Online & F2F Delivery Face to face
Brew Coffee
Manage Supply
Chain
Manage Finances
Process Online
Orders
Manage Customer
Account
Distribute Goods
Your shop
Cake factory
Bigger oven
Recipe
Grind beans
Brew coffee
Serve coffee
Yourself
Your shop
Coffee machine
Coffee machine
instructions
Monitor supply
Order goods
Yourself
Your shop
Computer (for internet)
Quantity required for
BAU
Accountant (x1)
Your shop
Sales, costs,
assets,liabilities
Tech support (x1)
Your shop
Orders and delivery
dates
Tech support (x1)
Your shop
Customer details
Delivery drivers (x2)
Distribution hub
Orders and delivery
dates
Ambition
Goal
Objectives
To efficiently serve the needs of all cake and coffee lovers on the island and create jobs for the local economy.
To have the capability to deliver coffee & cake to all people on the island in 6 months time.
To be able to employ all available skilled workers on the island.
Business Model
Create a website &
online order system
Build a cake
factory &
distribution hub
Retain existing
shop & create
loyalty programme
Hire new staff to
help meet
expected demand
Corporate Strategy
Cake Coffee
Account costs & sales
Produce reports
Process order
Inform factory
Invoice cust.
Register & maintain
cust. accounts
Pack orders
Distribute goods
Order system
Delivery vans
Website & CRM
system
SAP accounting
system
Website & order
system
Customer Offering
Streamline
business processes
1. Develop new business processes
Star Bucks

Cake addicts

PwC
December 2013
Draft internal use only
Your roadmap should be centred around delivering the amended or new
business capabilities, in line with your strategy.
10
What is a Target Operating Model? An intro to TOM
Now 6 months 2. Procure / build & implement new IT systems
Customers
Products / Services
Channels
Business Capabilities
Bake Cake
Mix ingredients
Bake cake
Serve cake
Cake Baker (x1)
Process
People
Organisation
Technology
Information
Order & Delivery
Online & F2F Delivery Face to face
Brew Coffee
Manage Supply
Chain
Manage Finances
Process Online
Orders
Manage Customer
Account
Distribute Goods
Your shop
Cake factory
Bigger oven
Recipe
Grind beans
Brew coffee
Serve coffee
Yourself
Your shop
Coffee machine
Coffee machine
instructions
Monitor supply
Order goods
Yourself
Your shop
Computer (for internet)
Quantity required for
BAU
Accountant (x1)
Your shop
Sales, costs,
assets,liabilities
Tech support (x1)
Your shop
Orders and delivery
dates
Tech support (x1)
Your shop
Customer details
Delivery drivers (x2)
Distribution hub
Orders and delivery
dates
Ambition
Goal
Objectives
To efficiently serve the needs of all cake and coffee lovers on the island and create jobs for the local economy.
To have the capability to deliver coffee & cake to all people on the island in 6 months time.
To be able to employ all available skilled workers on the island.
Business Model
Create a website &
online order system
Build a cake
factory &
distribution hub
Hire new staff to
help meet
expected demand
Corporate Strategy
Cake Coffee
Account costs & sales
Produce reports
Process order
Inform factory
Invoice cust.
Register & maintain
cust. accounts
Pack orders
Distribute goods
Order system
Delivery vans
Website & CRM
system
SAP accounting
system
Website & order
system
Customer Offering
Streamline
business processes
Retain existing
shop & create
loyalty programme
Star Bucks

Cake addicts

PwC
December 2013
Draft internal use only
Your roadmap should be centred around delivering the amended or new
business capabilities, in line with your strategy.
11
What is a Target Operating Model? An intro to TOM
Now 6 months
What is a Target Operating Model? An intro to TOM
Customers
Products / Services
Channels
Business Capabilities
Bake Cake
Mix ingredients
Bake cake
Serve cake
Cake Baker (x1)
Process
People
Organisation
Technology
Information
Order & Delivery
Online & F2F Delivery Face to face
Brew Coffee
Manage Supply
Chain
Manage Finances
Process Online
Orders
Manage Customer
Account
Distribute Goods
Recipe
Grind beans
Brew coffee
Serve coffee
Yourself
Your shop
Coffee machine
Coffee machine
instructions
Monitor supply
Order goods
Yourself
Your shop
Computer (for internet)
Quantity required for
BAU
Accountant (x1)
Your shop
Sales, costs,
assets,liabilities
Tech support (x1)
Your shop
Orders and delivery
dates
Tech support (x1)
Your shop
Customer details
Delivery drivers (x2)
Orders and delivery
dates
Ambition
Goal
Objectives
To efficiently serve the needs of all cake and coffee lovers on the island and create jobs for the local economy.
To have the capability to deliver coffee & cake to all people on the island in 6 months time.
To be able to employ all available skilled workers on the island.
Business Model
Corporate Strategy
Cake Coffee
Account costs & sales
Produce reports
Process order
Inform factory
Invoice cust.
Register & maintain
cust. accounts
Pack orders
Distribute goods
Order system
Delivery vans
Website & CRM
system
SAP accounting
system
Website & order
system
Customer Offering
3. Build cake factory & distribution hub; purchase equipment
Your shop
Cake factory
Distribution hub
Bigger oven
Create a website &
online order system
Build a cake
factory &
distribution hub
Hire new staff to
help meet
expected demand
Streamline
business processes
Retain existing
shop & create
loyalty programme
Star Bucks

Cake addicts

PwC
December 2013
Draft internal use only
Your roadmap should be centred around delivering the amended or new
business capabilities, in line with your strategy.
12
What is a Target Operating Model? An intro to TOM
Now 6 months
Customers
Products / Services
Channels
Business Capabilities
Bake Cake
Mix ingredients
Bake cake
Serve cake
Process
People
Organisation
Technology
Information
Order & Delivery
Online & F2F Delivery Face to face
Brew Coffee
Manage Supply
Chain
Manage Finances
Process Online
Orders
Manage Customer
Account
Distribute Goods
Your shop
Cake factory
Bigger oven
Recipe
Grind beans
Brew coffee
Serve coffee
Yourself
Your shop
Coffee machine
Coffee machine
instructions
Monitor supply
Order goods
Yourself
Your shop
Computer (for internet)
Quantity required for
BAU
Your shop
Sales, costs,
assets,liabilities
Your shop
Orders and delivery
dates
Your shop
Customer details
Distribution hub
Orders and delivery
dates
Ambition
Goal
Objectives
To efficiently serve the needs of all cake and coffee lovers on the island and create jobs for the local economy.
To have the capability to deliver coffee & cake to all people on the island in 6 months time.
To be able to employ all available skilled workers on the island.
Business Model
Corporate Strategy
Cake Coffee
Account costs & sales
Produce reports
Process order
Inform factory
Invoice cust.
Register & maintain
cust. accounts
Pack orders
Distribute goods
Order system
Delivery vans
Website & CRM
system
SAP accounting
system
Website & order
system
Customer Offering
4. Recruit & train staff
Accountant (x1) Cake Baker (x1) Tech support (x1) Tech support (x1) Delivery drivers (x2)
Create a website &
online order system
Build a cake
factory &
distribution hub
Hire new staff to
help meet
expected demand
Streamline
business processes
Retain existing
shop & create
loyalty programme
Star Bucks

Cake addicts

PwC
December 2013
Draft internal use only
Your roadmap should be centred around delivering the amended or new
business capabilities, in line with your strategy.
13
What is a Target Operating Model? An intro to TOM
Now 6 months
Customers
Products / Services
Channels
Business Capabilities
Bake Cake
Process
People
Organisation
Technology
Information
Order & Delivery
Online & F2F Delivery Face to face
Brew Coffee
Manage Supply
Chain
Manage Finances Process Online Orders
Manage Customer
Account
Distribute Goods
Bigger oven
Recipe
Grind beans
Brew coffee
Serve coffee
Yourself
Coffee machine
Coffee machine
instructions
Monitor supply
Order goods
Yourself
Computer (for internet)
Quantity required for
BAU
Sales, costs,
assets,liabilities
Your shop
Orders and delivery
dates
Your shop
Customer details
Distribution hub
Orders and delivery
dates
Ambition
Goal
Objectives
To efficiently serve the needs of all cake and coffee lovers on the island and create jobs for the local economy.
To have the capability to deliver coffee & cake to all people on the island in 6 months time.
To be able to employ all available skilled workers on the island.
Business Model
Corporate Strategy
Cake Coffee
Process order
Inform factory
Invoice cust.
Register & maintain
cust. accounts
Pack orders
Distribute goods
Order system
Delivery vans
Website & CRM
system
SAP accounting
system
Website & order
system
Customer Offering
Accountant (x1) Cake Baker (x1) Tech support (x1) Tech support (x1) Delivery drivers (x2)
Create a website &
online order system
Build a cake
factory &
distribution hub
Hire new staff to
help meet
expected demand
Streamline
business processes
Mix ingredients
Bake cake
Serve cake
Your shop
Cake factory
Your shop Your shop Your shop
Account costs & sales
Produce reports
Retain existing
shop & create
loyalty programme
Star Bucks

Cake addicts

PwC
December 2013






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