TOM Implementation in Operations

Altair supported Dimensions, a Care and Support provider, over 18 months, implementing a Target Operating Model for Operations. They aimed for improved roles, consistency, clarity, and cost efficiencies.

About the project

Over 18 months, Altair supported Dimensions, a national Care and Support provider, in implementing their new Target Operating Model (TOM) within Operations. Initially commissioned to design the model, Altair subsequently assisted in its implementation from April 2022.

The final TOM design specifically targeted achieving improved capacity of key operational roles, consistency across regional operational structures, clarity of roles and responsibilities, and cost efficiencies. These drivers were held at the forefront throughout the implementation stage to ensure decisions did not deviate away from the original objective.

During the 18-month period, Altair provided a dedicated Consultant (a Change Practitioner with a social care background) to support changes in the Operations Department. Altair’s consultant supported the delivery of detailed design, planning, and implementation phases. In building a strong relationship with the Operations Project team, Altair’s Consultant and wider team worked closely with the client providing support, mentoring and coaching to develop their in-house project team capabilities to direct the project.


Key successes during the engagement included:

  • Identifying a suitable change implementation strategy for the service and developing a comprehensive implementation plan with critical handoffs and dependencies with other areas of the programme
  • Identifying the benefits to be realised, delivering against objectives that create cost efficiency, clarity, consistency and capacity for the organisation
  • Utilising change management tools, such as pragmatic and logical project plans, change impact assessment, implementation plans, business process mapping, personas and communication strategy.
Kirsty very quickly established relationships with the Project Team and established a pace for the project through creating dedicated co-working time for the Project Team throughout the week. The support we received from the Altair team for the implementation of the changes in Operations has allowed for a comprehensively planned and Dimensions-led execution of the plans as a result of the empowering and coaching approach adopted. Delivering change at this scale is a challenge but the combination of Dimensions in-house expertise and the Altair team who spent the time to understand the context of our business, means we are on track to deliver the benefits of this project successfully.
Kim Corsinie, Transformation Director

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