Operating Model Design

Situation

Carers Trust East Midlands (CTEM) is a large service provider that offers a wide range of innovative care, carer and health-related services across England and currently employs over 500 care staff. CTEM has experienced substantial growth in recent years, entering 5 new locations since 2015, but this has placed pressure on their operational capacity to deliver at scale while ensuring the highest quality of care for their service users. Aleron were commissioned to conduct a detailed analysis of their internal operations and develop a new operating model that would enable it to maximise efficiency and build a strong foundation for future growth.

Our approach

In the first phase of the project, we worked closely with the Leadership team and other key stakeholders to develop the three strands of their organisational strategy. We utilised a mixed methods approach including survey analysis, time diaries and multi-stakeholder workshops to perform a detailed assessment of their existing operating model and identify opportunities for future improvement. This informed a detailed operating model design that outlined 5 key functions and roles that were required to support their future strategy, as well as a new regional model that would enable CTEM to move away from a service-centric model towards a localised model that understood and addressed the needs of their communities.

Our impact

CTEM have now introduced and embedded a newly defined Senior Leadership Team with greater clarity about their roles and responsibilities, helping to build a stable foundation for future change processes and organisational growth. They are also in the process of implementing the new regional model which will empower their senior managers to lead a portfolio of services and increase their responsibility for assessing local needs and managing relationships in their communities.