Implementing a New Target Operating Model with an Employee-Focused Approach
Project Background
One of the fastest-growing technology and logistics corporations required specialized change expertise to enable the transformation of their finance organization, involving a substantial shift in operating methods and employee mindset. Transitioning from a task-driven, internally focused, compartmentalized approach to a more consultative, customer-centric, integrated team with a unified vision. Our client has approximately 20,000 employees, with the transformation work encompassing the design and implementation of a new target operating model, role modifications for approximately 3,000 personnel, and a major cultural and mindset shift to prioritize customer-focused delivery.
Afiniti was selected as the preferred change partner with a dual mandate: to serve as an organizational change management partner to co-develop sustainable operating methods while building internal capability to lead and manage the transformation, and to be a hands-on partner to implement an employee-focused change framework tailored to the different audiences as we deployed the new customer-first mindset.
Our Methodology
- Co-developed personas with our client to enable rapid adjustments and prototyping so that energy and time could be better allocated to fit-for-purpose solutions
- Afiniti collaborated with the leadership team to cultivate an active leaders’ mindset. This included:
- End-to-end process mapping facilitation
- Value proposition statements for 13 finance teams
- Elevator pitch avatar videos featuring short, animated messages from leaders
- Transition events facilitated by leaders to orient teams to the changes
- Change champion network to drive and embed the new mindset
- Active leader updates throughout the lifecycle of the change
- Utilized personas in the development of user journeys
- Ran Process Familiarization Sessions to provide a live, virtual forum for employees to get an overview of the new target operating model and where to find more information
- Created a visual design and developed a narrative to tell the story of the program and a set of key messages specific to our audiences
- Virtual immersion events to provide a safe environment to ask questions
- Post launch and go-live learning to prepare and embed the change in mindset
The Impact We Delivered
Over the 8-month timeline, the program delivered an employee-focused change framework for both the new target operating model and the new system with associated new processes/operating methods.
The Afiniti team initiated this chain of events by collaborating with our client to accomplish:
- New target operating model implemented across the business on schedule
- 689 attendees from Finance, Procurement, Supply Chain across 6 session
- ~1,000 attendees across 28 virtual training modules after go-live
- Program of learning path guided learning for all 3000 stakeholders
- 1,000+ people planned to attend Immersion Events
- 426 average users per day to the program gSite
By placing employees at the heart of the transformation and co-creating a values-driven, customer-focused change framework, we enabled our client to successfully shift mindsets, embed a new target operating model, and build lasting internal capability—turning a complex organizational challenge into a sustainable, people-powered success.
