Optified - The C.O.S Model - Business Operational Model

The C.O.S. Model is a business operational framework designed to optimise performance across the customer journey, strategic initiatives, and daily operations. The Model's Core Components:

Customer (C): This pillar focuses on understanding and exceeding customer expectations throughout their lifecycle.

1. Marketing & Sales: Attracting new customers and fostering long-term relationships.
2. Product & Service Innovation & Delivery: Continuously developing and delivering high-quality offerings that meet customer needs.
3. Customer Experience & Customer Support: Designing a seamless journey, fostering long-term relationships, and providing proactive and reactive care.

Operational (O): This pillar ensures efficient execution of core business functions and processes.

1. People Management & Development: Attracting, developing, and retaining top talent.
2. Technology, Data & Infrastructure: Maintaining robust technology systems to support operations, managing data effectively, and ensuring secure infrastructure.
3. Financial Planning & Management: Optimising financial strategies to ensure profitability and resource allocation.
4. Asset & Resource Management: Optimising the allocation and utilisation of all assets and resources, including streamlining business processes for efficiency.

Strategy (S): This pillar guides the organisation's direction and alignment.

1. Vision & Strategy: Establishing a clear vision and strategic plan.
2. Organisational Capability & Performance: Continuously improving the organisation's overall effectiveness, including optimising business processes
3. External Relations & Alliances: Building strong public image and strategic partnerships.

This C.O.S. Model emphasises the customer journey while integrating business processes within Operational Excellence. It provides a framework for businesses to optimise their performance across all aspects.

Key Strengths of the C.O.S. Model:

1. Customer Focus: Ensures all activities contribute to customer satisfaction and loyalty.
2. Operational Efficiency: Streamlines processes and optimises resource utilisation.
3. Strategic Alignment: Connects daily operations with long-term goals.

Copyright Notice:

This description of the C.O.S. Model is copyrighted by optified 2024. While we encourage its use for educational purposes, please attribute the model and its concepts appropriately.