260 страниц. 2013 год. LAP Lambert Academic Publishing The purpose of this document is to provide a step-by-step guide for redesigning an existing Operating Model, identifying transformation opportunities, and driving new and existing policies and capabilities to full potential. Capability is used throughout this document to describe a service that is performed within a functional area. For example, we consider Financial Reporting to be a capability within the Finance Management Group (FMG) functional area. Functional area may have a primary capability (such as the Contact Center operations service within the Contact Centers functional area), or several narrower capabilities. These capabilities may either reside in a Shared Service (SS), in a Center of Expertise (COE) or within a Line of Business.