Defining the new operating model for Telefónica Centroamérica
Costa Rica | El Salvador | Guatemala | Nicaragua | Panama
IDOM has provided technical assistance to Telefónica Central America for the definition and implementation of a new operating model with an end-to-end (E2E) vision by business units and centralisation of the management operations of 5 countries (Guatemala, El Salvador, Nicaragua, Costa Rica and Panama) in one country.
The activities developed by IDOM consisted of:
- Analysis of E2E As-Is processes.
- Use centralization, simplification and transformation levers to shape TO-BE processes.
- Definition of roles and responsibilities (RACI matrices)
- Sizing the organization
- Definition of the functional organization
- Design of a Systems Plan for End-to-End (E2E) Process Automation
- Definition and implementation of a Communication and Change Management Plan for the staff.
As a result of the project, IDOM delivered the Operations Model (E2E) for each business unit, which also included a Systems Plan for Process Automation (E2E) and a Communication and Change Management Plan for all employees.
