Operations Transformation Offerings


Operations Transformation Offerings

Operations Excellence

Our clients are having to negotiate a shifting landscape characterized by increasing customer expectations, economic and regulatory uncertainty, and rapid public adoption of new technologies and channels. Deloitte’s Operations Excellence practice works with clients across all sectors, applying next generation solutions and robotics and cognitive tools to transform disjointed operations into an integrated sales and service delivery system.


  • Operational Integration —Integrate and align different departments or areas of the operating model
  • Operating Model Design — Analyse the as-is operating model and design/implement a new operating model for the organisation
  • Customer Experience Performance Improvement —Improve the interaction with customers, from the initial sales process to ongoing customer servicing
  • Service Process Quality Tracking —Deliver quality assurance and ensure processes are in line with industry specific regulatory demands and compliance requirements
  • Business Process Design, Alignment & Automation —Improve the performance of business functions and align them with the operating model/strategy. This includes performance improvement through Robotic Process Automation and the application of Cognitive technologies
  • Business Case Development —Develop qualitative and quantitative analysis to help clients build the case for service transformation
  • Business Requirements Definition — Define business requirements as part of large-scale technology transformation projects


  • Oil and gas 
  • Financial institutions
  • Mining, iron and steel 
  • Retail 
  • Consumer business and manufacturing
  • Education
  • Automotive industry


Key contacts


Alexey Sukhanov




Enterprise Model Design & Transformation Programs

Your strategy can only be as effective as your organization’s ability to execute it. That means your operating model should be designed to drive your strategy and make your business model a reality.

Deloitte’s Enterprise Model Design (EMD) practice works with organizations to validate their transformation ambition, identify and prioritize the required capabilities, and design the operating model to effectively deliver on the strategy. 

We help companies navigate and accelerate change by prioritizing focus areas that drive significant value. This often involves two important activities: communicating a new vision that translates strategy into action, and facilitating up-front discussions to guide detailed process, organizational, and technology design.

Transformation Integration

Transforming your organization to achieve its desired business and operating model is a complex process of maximizing positive transition while minimizing negative disruption.  Deloitte’s Transformation Programs practice helps organizations define and execute large, complex transformation programs to achieve strategic objectives.  

We offer a big-picture perspective to your C-suite; provide critical decision-making, risk management, and resource tools with specific industry focus to help you navigate the journey; and chart a course for the least resistance, cost, and delay in accomplishing your objectives.

Deloitte’s approach to Transformation leverages its significant experience in driving change in large-scale, complex transformations across industries, while focusing on the need for appropriate talent, process, systems, and tools to manage critical integration points and risk factors.  

The approach may include a variety of different projects, such as designing a new operating model, implementing shared services, leveraging new sourcing options, deploying next generation process enhancements, enterprise resource planning, devising talent programs, or any of a number of other components. 

We bring together specialty resources within Deloitte, such as tax, financial advisory, consulting, and enterprise risk services, to provide a coordinated, comprehensive approach.


Key contacts


Alexey Sukhanov




Strategic Cost Transformation

Supports and enables clients to optimize and align costs strategically through the implementation of traditional cost approaches, target operating model–based cost reduction strategies and/or next generation cost solutions leveraging automation and cognitive technologies.

Our final aim is to help clients transform their business and operations to achieve structural and sustainable actions that allow capture of savings, margin improvement and the strategic allocation of resources to growth initiatives.

Our services generally fall into four broad cost transformation strategies to help organizations address their specific cost and strategic challenges:

  • Turnaround and Distress — Primary and immediate focus on cost and liquidity. Focus on immediate actions to reduce costs, maximize liquidity, bring stability, and capture savings to avoid further deterioration of the business.
  • Positioned for growth or “save to grow” — Primary focus on cost and growth/margin improvement, with secondary focus on talent and liquidity. Take actions that help improve cost and competitive position, avert cuts that might inhibit future growth, and rebalance costs to fund investments in business strategy enablers.
  • Growing steadily or “gain competitive advantage” — Primary focus typically on growth/margin improvement and talent, with secondary focus typically on cost and liquidity. Enable or develop a scalable cost platform for growth and invest in building core capabilities to enable the business strategy while managing costs accordingly.
  • Thrive in uncertainty – Complex transformations typically focused on cost, growth and talent, with potential secondary focus on liquidity. Transform business operations through the application of disruptive cost approaches such as automation and cognitive solutions to enable agile strategies in the business and set the stage to thrive in a fast-changing market environment.


Key contacts


Alexey Sukhanov



Global Business Services

Deloitte’s Global Business Services practice focuses on optimally linking multiple stakeholders in a global, responsive, integrated and dynamic service delivery network. It focuses on delivering required value ‘on-time, all-the-time’ by building a network of right nodes by creating a common governance model and standardized infrastructure to deliver services across geographies, business units, functions and business processes to improve delivery efficiency, effectiveness while also creating next generation platforms in SMAC (Social, Mobile, Analytics and Cloud) and Intelligent Automation:

  • Shared Services - Helps organizations realign processes and services into centralized standardized operating models (cost effective and quality driven), effectively supporting the business and providing a platform to enable future growth in one to multiple countries while allowing the company to focus on the core business
  • Outsourcing Advisory - Helps organizations evaluate the full value of the outsourcing lifecycle and how to successfully navigate the outsourcing journey, including IT, Finance, Procurement and industry specific processes
  • Helps organizations create significant value with every real estate and location decision. Optimizes real estate operations and the enterprise footprint by combing leading edge strategies with the latest technology in real estate and location analytics to help organizations minimize costs, access new pools of talent, and mitigate risk.


Key contacts


Mark Gililov


Igor Lyapin


Revenue Cycle

Our end-to-end Revenue Cycle transformation services help clients achieve financial goals of net revenue improvement, cash acceleration, and cost reduction through the following approaches:

  • End-to-End Transformation: Redesign processes, enhance technology, redesign operating model, lower cost through robotics and process automation
  • Charge Integrity/Reimbursement: Enhanced revenue capture and reconciliation processes to improve net revenue
  • Patient Experience: Develop and implement a customer and digital patient strategy to improve efficiency, outcomes, and patient satisfaction
  • Compliance and Regulatory Risk: Evaluate/monitor risk and compliance of key systems and processes with US and state regulations

Client relations management

A strong customer focus is required of those who want to succeed in the contemporary business environment. It means that companies are increasingly building competitive advantages around unique relations with clients - from understanding their individual needs to developing communication technology.

Our comprehensive CRM services help businesses to determine their strategy, increase performance quality, decrease costs of engagement, servicing and retention of clients due to the clear understanding of their distinct characteristics. 

Key contacts


Alexey Sukhanov