The operating model is the operational design that makes it possible to deliver the business strategy. It is the blueprint for how an organisation operates across a range of domains to deliver its objectives. An operating model provides the architecture and framework for business operations – giving core stability with flexibility in key areas. These are the operating model elements that need to be designed to provide flexibility, dependability and quality of service within compliance and regulatory requirements.
The design of the operating model addresses where people and resources are located, what skills and infrastructure is required and how the organisation monitors and improves performance. This is reflected in the seven essential elements comprising SOMS: The customer experience, delivery, process context - organisational structure and infrastructure, people capability, demand and capacity management, performance management and improvement, strategy, governance and leadership.