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Smart Business

Do you have a roadmap and strategy to realise the various IT capabilities in your organisation in support of the business strategy?

In a complex organisation, where do you start with transformation?

Technology has become a key enabler in all organisations and it often provides a competitive advantage. Your organisation should therefore have an IT vision of how technology will complement your organisation and assist future differentiation. This should be based on a strategic scenario plan of the IT in your organisation, in the future.

Our Smart Enterprise Architecture approach is used to work with IT departments assisting them to create an agile IT vision and supporting IT Strategy. We can also advise and assist the organisation with technology, product selection and managing their application and product portfolios. This has led to cost savings for many of our clients.

Customer Experience Design and OptimisationAgile Business Design and OptimisationInformation ArchitectureOperating Model Design
Customer Experience Design and Optimisation

We have entered the age of the customer. Manufacturing strength, distribution power, and information mastery have started to dissolve as competitive boundaries. Customer choice is becoming the main differentiator between organisations. We believe customers are any organisation’s greatest asset and to leverage this, organisations need to implement customer experience management (CEM).

Our approach enables you to understand your customers’ needs and expectations. Based on this we can help you to design a customer journey that delivers the experience that the customer requires. This journey encompasses all the interactions that the customer may have with your organisation and may involve multiple channels. Further to this, we can assist you with the implementation of the newly designed customer journey, including aligning your internal processes, people and technology required to support this journey.

If your organisation is new to CEM, we can assist in establishing a customer experience management capability in your organisation.


The strategy of your organisation, leadership, culture, and organisational design, as well as systems,
processes and technology are aligned to deliver on an effortless customer experience.

Agile Business Design and Optimisation

In a business context, agility is the ability of an organisation to rapidly adapt to market and environmental changes in a productive and cost-effective way.

It all starts with understanding your vision, your strategy and your medium-term plans. These will highlight your organisations core support processes and define your key capabilities.

Based on the outcome of the customer experience work and the defined services that should be delivered by your organisation, agile capabilities can be developed. We will map out your organisation like a set of building blocks and identify where flexibility is needed. Applying lessons learned in software development, we create agile processes and capabilities that can be strung together to react quickly to market forces.


A blueprint of your organisation containing agile processes and capabilities that will enlighten the way you see your business.

Information Architecture

Unlike data architecture, information architecture is about collecting, recording, organising, connecting and interpreting data from both inside and outside the organisation in order to evaluate the enterprise landscape. Information, at all levels across the management structures, is essential for directing the organisation.

Successful information architecture depends on understanding the key processes, identifying where information is needed and gaining a clear picture of the future use of knowledge and information in the organisation. Understanding stakeholder needs (concerns, requirements, drivers and pain points obtained from stakeholder analysis) is very important in this process.


Documented unique value propositions for information architecture with some potential quick-win initiatives.

Operating Model Design

Many business challenges, including restructuring, responding to competitor activities, adding new product lines, implementing new technology as well as mergers or acquisitions requires operating model design and re-alignment. When organisations merge, there are various capabilities that will be duplicated and there are some that are different and provide key competitive advantage – the main reason for the merger and acquisition in the first place.

An organisation is a complex system and an operating model helps to break it down into components, showing how it works. This will assist in tracking that all elements have been considered during decision making and that it can still operate as a whole.

We re-design the enterprise architecture of the new entity to streamline the operating model and eliminate duplication in capabilities. The operating model we provide, describes the way your organisation is doing business – the “as is”, as well as the vision of how an operation will work in the future – the “to be”. The operating model will focus on the delivery element of your business model.

We also model and classify capabilities based on the following criteria: key competitive, core and supporting capabilities.


Understanding the various capabilities and their value within the organisation helps management to make informed decisions about the future direction of the organisation. It will also provide insights over time on the correlation between success and the operating model.