Service 02
Process and Operating Model: redesign the work around value
Process and Operating Model is Pravv's service for redesigning how work gets done once AI is in it. With the people who do the work, we redesign workflows, decision rights, roles and KPIs, so technology fits the process and the process moves a number that someone owns.
The problem it solves
What leaders tell us.
01
For the COO
New tools sit on top of old processes. Throughput and cost to serve barely move, and teams work around the system.
02
For the CIO / CDO
Every function buys its own AI tool. Workflows break at the hand-offs between teams and systems.
03
For the CEO
Your operating model was designed before AI. Roles, decisions and incentives still reward the old way of working.
What we do
How Process & Operating Model works.
01
Map the work as it really runs
We follow the work end to end with the people who do it, including the workarounds nobody writes down.
02
Redesign the flow AI-native
We redesign the workflow so people and AI each do what they do best, and remove steps instead of automating them.
03
Reset roles and decision rights
We define who decides, who checks and who owns the number, so accountability is clear when AI is in the loop.
04
Set the KPIs that prove it
We agree the measures that show the new flow is working, and build them into how performance is managed.
What you get
What Process & Operating Model delivers.
| Deliverable | What it is | Typical timing |
|---|---|---|
| Current-state flow | The end-to-end process as it runs today, with time, cost and quality at each step. | Weeks 1 to 3 |
| Future-state design | The redesigned workflow, where AI sits in it, and what changes for each role. | Weeks 3 to 6 |
| Operating model and roles | Decision rights, role profiles, governance and the skills each role needs. | Weeks 5 to 8 |
| KPI framework | Measures, targets and owners, linked to the Value Case and your performance cycle. | Weeks 6 to 10 |
How to engage
Engagement models.
Every model starts with an agreed Value Case.
| Model | Duration | What it is |
|---|---|---|
| Value Sprint | 8-12 weeks | Redesign one value stream and deliver a working solution with your team, measured against the Value Case. |
| Value Partnership | Ongoing | A senior Pravv team alongside yours, delivering the roadmap and tracking value quarter by quarter. |
How we measure it
The numbers we track.
Every engagement runs on a Value Case with a baseline, a target and a named owner. These are typical measures; yours are agreed with your finance team.
- 01Cycle time from request to outcome
- 02Cost to serve per order, claim or case
- 03First-time-right rate and rework
- 04Hand-offs and manual touches removed from the flow
Questions
Questions about Process & Operating Model
Why redesign the process before deploying AI?
Because AI on top of an old process usually speeds up the wrong steps. Redesigning the flow first means AI removes work instead of adding a new layer to it.
Who takes part in the redesign?
The people who do the work, their managers and the executive who owns the number. Pravv facilitates and designs; your people shape the result and own it afterward.
How long does a process redesign take?
One value stream typically takes 8 to 12 weeks as a Value Sprint, from mapping the current flow to a working new process measured against the Value Case.
Does this change our organization structure?
Sometimes. The redesign changes roles and decision rights where the flow needs it. Any structural change is designed with your leadership and HR teams, not imposed.
Let's find your Value Case
A conversation with a senior partner. We'll bring a view of where AI could move your numbers.