CLIENT CHALLENGE: FUELLING STRATEGIC GROWTH THROUGH ORGANISATION DESIGN

GhostDraft delivers advanced CCM and document automation solutions to top insurers across the globe. It has grown tremendously since its inception in 1976 and has evolved from a small team in Cape Town to a global powerhouse headquartered in Toronto. GhostDraft’s CEO and management team identified significant opportunities to transform operations and developed new strategic objectives to guide the company’s future.

An operating model serves as a blueprint for how resources are organised and operated to get critical work done. It encompasses decisions around the shape and size of the business, where to draw the boundaries for each line of business, how people work together within and across these boundaries, and what norms and behaviours should be encouraged. Transforming the company’s North American operating model into a cohesive organisational structure would help GhostDraft achieve its ambitious goals.

Management wanted to channel GhostDraft’s innovative and agile mindset into a new operating model that would enhance collaboration, deepen customer insight and relationships and drive growth across its service lines while still reflecting GhostDraft’s culture and values.

APPROACH

With an understanding of the company’s ambitions and the challenges posed by its current operating model, OP Consulting worked with the CEO and his management team to develop a detailed understanding of the organisation’s current state. Through close collaboration with the CEO, I built out a future operating model and organisation structure at a granular level, so we could see how it would work. This enabled us to co-create a strategic roadmap for implementing the new North American operating model.

IMPACT: INCREASED SALES AND OVERALL EMPLOYEE ENGAGEMENT IN NORTH AMERICA

OP Consulting helped GhostDraft implement the new operating model; owning the change management and recruitment workstreams vital for the transition. Once fully implemented, the new regional operating model showed immediate results, of note being much improved employee and customer engagement scores.

The company established the foundation it needed to increase scale and market share in North America, and generate additional revenue.