The project
A practical operating redesign helped teams reduce friction and make performance easier to see and manage.
An operating model improvement program that clarified handoffs, established consistent performance signals, and created a practical foundation for ongoing improvement.
Client
Meridian Partners
Industry
Professional Services
Year
2026
Duration
10 weeks
Services
Process Design · Performance Management · Change Enablement
Engagement team
Operations lead · Process designer · Change partner
Impact
Results that moved the needle
The new operating model gave teams a clearer view of responsibilities, a consistent way to review performance, and a prioritized improvement backlog. It established a sustainable foundation for continued operational refinement.
38%
Fewer handoff delays
9
Core workflows redesigned
4 days
Faster monthly reporting
87%
Team adoption in the first quarter
The story
How the work unfolded
01
The Challenge
As the organization scaled, duplicated processes and inconsistent reporting made everyday decisions slower than they needed to be. Teams lacked a shared understanding of handoffs, service expectations, and performance signals.
02
Our Strategy
We focused on the highest-friction journeys first, combining stakeholder interviews with process mapping and performance reviews. The design principle was simple: clarify ownership, standardize what should be consistent, and preserve flexibility where expertise matters.
03
Execution
We redesigned key workflows, established clearer handoff standards, and introduced a lightweight performance scorecard. Implementation was phased to support adoption, with feedback loops that allowed teams to refine the model as they used it.
04
Results & Impact
The new operating model gave teams a clearer view of responsibilities, a consistent way to review performance, and a prioritized improvement backlog. It established a sustainable foundation for continued operational refinement.
Our approach
The principles behind the work
Clarify ownership
Every workflow step now has one accountable role, which removed the guesswork around handoffs.
Standardize the essentials
We agreed on a small set of shared standards and left room for expert judgment elsewhere.
Measure what matters
A lightweight scorecard replaced a stack of reports with a handful of signals leaders could act on.
How we delivered
Weeks 1–4
Map
Process mapping and stakeholder interviews showed where work stalled and where reports disagreed.
Weeks 5–8
Redesign
Cross-functional teams reworked the nine highest-friction workflows and defined handoff standards.
Weeks 9–13
Pilot
Three teams ran the new model first, and their feedback shaped the final scorecard.
Weeks 14–16
Scale
We trained team leads, rolled out the model across the organization, and set up a review rhythm.
Handover
What we delivered
An operating model improvement program that clarified handoffs, established consistent performance signals, and created a practical foundation for ongoing improvement.
Current-state process maps
Redesigned workflow library
Handoff and service standards
Performance scorecard
Change and adoption plan
Client perspective
We now have a clearer view of ownership and a more consistent way to review what matters.
Operations Sponsor
/
Meridian Partners
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