Cost-to-serve redesign: Target operating model and decision rights

Design the operating model for cost-to-serve: lever and pool owners, a service council, and decision rights for waivers, exemptions, routes, and backfills.

Asset IDSTX-A0125

CategoryOperating Model, Org and Systems Design

TierRead and Download

Prepared byStratenity Advisory Team

Executive summary

A method for designing who owns a service redesign and who may approve the decisions that release or add cost.

What is inside

What the operating model covers

The asset takes the approved option and walks a design lead through lever and pool ownership, the service council, the capacity release process, the approval matrix, incentive changes, reversal controls, and a design critique. It includes an operating model canvas, an approval matrix, and a role map, with a worked synthetic case.

Turning an approved service redesign into day-to-day ownership
Owners for each lever and each cost pool
A monthly service council with decision rights
Waivers, exemptions, and delivery commitments under control

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How to use it

How teams use it

Teams use it in the first month after approval. Operations, logistics, digital, customer service, sales, pricing, HR, and commercial finance design together; a critique panel tests scenarios; the COO signs and chairs the council.

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Stratenity Advisory Team. (2026). Cost-to-serve redesign: Target operating model and decision rights. Stratenity Library. https://www.stratenity.com/resources/library/operating-model-design/cost-to-serve-redesign-target-operating-model-and-decision-rights

Stratenity Advisory Team. "Cost-to-serve redesign: Target operating model and decision rights." Stratenity Library, 2026, www.stratenity.com/resources/library/operating-model-design/cost-to-serve-redesign-target-operating-model-and-decision-rights.

Stratenity Advisory Team. "Cost-to-serve redesign: Target operating model and decision rights." Stratenity Library, 2026. https://www.stratenity.com/resources/library/operating-model-design/cost-to-serve-redesign-target-operating-model-and-decision-rights.

Stratenity Advisory Team (2026) Cost-to-serve redesign: Target operating model and decision rights. Stratenity Library. Available at: https://www.stratenity.com/resources/library/operating-model-design/cost-to-serve-redesign-target-operating-model-and-decision-rights (Accessed: the date of access).

@misc{stratenity_stxa0125, author = {{Stratenity Advisory Team}}, title = {Cost-to-serve redesign: Target operating model and decision rights}, year = {2026}, publisher = {Stratenity Library}, howpublished = {\url{https://www.stratenity.com/resources/library/operating-model-design/cost-to-serve-redesign-target-operating-model-and-decision-rights}}, note = {Asset ID STX-A0125} }

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Cost-to-serve redesign: Target operating model and decision rights

What the operating model covers

This is a taste. The full library goes deeper.

Stratenity is the AI Operating System for Strategic Execution™.

Stratenity is the AI Operating System for Strategic Execution^™.