AIA transforms operations with a new Target Operating Model
The Client, a large pan-Asian insurance organisation, engaged PTS to develop the framework for a Target Operating Model (TOM). The TOM was required to assist with the organisation with the transformation of operations in order to support the Data Centre Modernisation Programme it was undertaking.
Reflecting the Client's Culture
PTS reviewed the strategic roadmap, and TOM design principles were agreed to ensure alignment of the TOM with the Client's values, culture and objective. PTS worked closely with the Client to agree on the breakdown of core capabilities between the in-house IT department, new services and preferred suppliers.
Once approved, the project team developed a view of the top tier management teams and functions and boundaries for the new services, identifying how to manage inter-dependencies. From the outline structure, PTS agreed on the teams, governance roles, related skills and competencies for each new role, providing a baseline required for the governance, strategy, change and operations under the TOM.
Understanding the skills and competencies of all parties
It was essential that the new services linked the skills and knowledge of the business, specialist competencies of the new in-house functions as well as the expertise of external suppliers delivering the services. The success of the department relied upon:
- An appreciation among teams that services are now being delivered by service partners
- Ensuring that the new department understands the role of the partners in the overall service delivery model
- Understanding the importance and value in continuing to enhance and strengthen on-going Service Partner Relationships
PTS provided the Client with a number of deliverables including the governance framework, a new organisation chart, a detailed account of common capabilities, and a framework to develop and confirm appropriate service levels and KPIs.
The development of a TOM provided the Client with a deeper insight into the current modus operandi and highlighted some key challenges facing IT in the future. PTS' comprehensive approach has enabled the Client to understand and prepare for the changes ahead while minimising the risks involved, meaning that the organisation will soon benefit from an IT Service operating at optimum levels. This will in turn increase confidence in the IT team and minimise the risks of high-impact incidents, dramatically improving efficiency levels throughout the organisation.