North Star Framework

Operating model

We turn where you’re going into how the business will actually run to get there.

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Where this sits
Direction and measures Operating model Information management Process design Adoption (Adopt360)

What this service covers

You have agreed where the business is going. This is where you work out how it will run to get there: the structure, the roles, the decision rights and the way the work flows day to day. The formal name is a target operating model. We keep it plainer than the textbook.

You end with a decision-ready design. One clear model of how the business or function will run, solid enough to take to the board or an investor.

Built with your people. Your decision-makers and the ones who know how the work really happens, with HR and commercial in where the design touches them.

You’re probably here if
You have the strategy, but nothing underneath it says who does what or who decides.
Decisions stall, everything routes through the same two or three people and no one owns the outcome.
The business grew or changed shape and the way it runs never caught up.

What this service doesn’t do.

A target operating model is the easiest thing to let sprawl. So we’re explicit about where it ends and what picks it up.

Detailed process maps and the procedures under themProcess design · Service 4
Picking a vendor or a toolNot us · capability and fit only
An HR restructure with names against boxesNot us
Building it and getting people to use itAdopt360 · Service 5

How we deliver it

Four stages, from an agreed ambition to a signed-off design.

01
Anchor
Confirm the ambition is agreed and in hand, then set the design principles the model gets judged against.
02
Design
The core. A service model matched to the ambition, then the people and roles to run it.
03
Extend
The supporting pillars to the depth you need: governance and metrics, technology fit, commercial. Process architecture, not process maps.
04
Consolidate
One decision-ready blueprint and a sequenced roadmap, signed off and handed to what comes next.

What you walk away with

One agreed model

A single design for how the business or function runs, signed off across the decision group. No more three versions of the truth.

Ready to fund the next phase

Decision-ready and board-grade, so you can take it to leadership or an investor and commit with confidence.

Decisions that move

Structure, roles and decision rights matched to the real work, so the model stops running through the same two people.

The five pillars of a Target Operating Model

The standard shape of a Veraxis TOM. What varies is depth, sequence and scope. The pillars themselves stay the same.

Most operating model work fails because one pillar is designed in isolation. Governance without service design is paperwork. Technology without people is shelfware.

01

Service design and delivery

How work comes in, how it gets handled, how it goes out.

What we design
  • Service catalogue and demand intake
  • End-to-end value streams
  • Handoffs, SLAs and escalation
Skip it and

everything else gets designed around work nobody has mapped.

02

People and organisation

The roles, capabilities and structure that make the service model work.

What we design
  • Structure and reporting lines
  • Role definitions and accountabilities
  • Capability gaps and key-person risk
Skip it and

the new model runs on the same handful of people it always did.

03

Technology enablement

What the technology needs to do. Not what to buy.

What we design
  • Capability requirements, vendor-neutral
  • Where automation pays
  • Integration and information flow
Skip it and

you buy a platform, then bend the business to fit it.

04

Governance and metrics

Who decides what, how success is measured, how it stays on track.

What we design
  • Decision rights and forums
  • The measure set, tied to the North Star
  • Reporting cadence and ownership
Skip it and

nobody owns the model six months after it goes live.

05

Customer and commercial

How services are packaged, priced and consumed.

What we design
  • Propositions and packaging
  • Pricing and margin model
  • Customer experience and account model
Skip it and

you improve a service nobody is paying any more for.

Scope

Whole business, one function or a single value stream.

Depth

Full design, framework only or out of scope. Set at the Diagnostic.

So you can buy a focused piece, not a whole-business transformation.

Work and writing from this service

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AI readiness
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