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Case Study

Redesigning an Operating Model to Provide World-class Service


At a global biotechnology firm, the new leadership of the R&D Informatics group (an organization within IT whose focus is serving global scientific users), recognized the need to better align its operating model with their customers’ needs and enable the provision of world-class service.

Satori Solution

We led the redesign and deployment of the group’s operating model to align more closely with the needs of customers.  The transformation included the redesign and deployment of a new organizational structure; update of existing roles and design of role profiles necessary to support critical future capabilities; design/deployment of governance processes to manage resource allocation and project portfolio optimization; and alignment of the group’s competency model and performance management framework with that of the broader IT organization.


The new operating model framework that we developed was implemented, allowing the group to plan and address customer needs more effectively, providing an essential foundation to achieve its vision of becoming a world-class service provider to its customers.


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