Target Operating Model Transformation at London School of Economics (LSE)

Relocated core operational activities from New York to London

Repackaged the portfolio of services

Reduced the end-to-end process cycle time by 20%

Improved student experience

It is great to have all of our processes documented with everyone understanding how we operate.

Head of Operations and Programme Delivery

Define it

TRIUM, a prestigious Global EMBA programme offered by a renowned alliance of LSE, NYU Stern, and HEC Paris, needed to streamline its operations and elevate its service offerings. Managing a programme across three universities presented challenges in maintaining consistency, efficiency, and a seamless customer experience. We undertook a deep-dive review of the current Target Operating Model (TOM) to understand opportunities for improvement.

Improve it

We partnered with TRIUM to undertake a comprehensive Target Operating Model (TOM) re-design and implementation project. This involved:

  • End-to-End Process Review: Using Lean Six Sigma methodology, we analysed the entire student lifecycle, encompassing marketing, admissions, finance, programme delivery, graduation, and alumni management. This included a review of their CRM system, Salesforce. Our focus was on identifying inefficiencies and waste caused by the multi-location operations.
  • Centralised Core Services: Through collaborative decision-making with the TRIUM team, we determined that centralising core services at LSE would optimise efficiency. We then supported the transition of these services from NYU to LSE.
  • Standardisation and Streamlining: We re-engineered all processes across marketing, admissions, and other key areas to ensure consistency and a standardised experience for students regardless of location.

Sustain it

To foster collaboration, understanding and alignment of the new model, we facilitated a team-building event in Paris for senior TRIUM executives. This event included activities focused on brand awareness, process optimisation and ways to continually monitor and improve services. By project completion, TRIUM achieved a significant transformation with a brand new Target Operating Model. By centralising core services, standardising processes, and fostering team alignment, TRIUM successfully established a world-class learning experience for its global student body.

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