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Omni-channel Operating Model​

Client IKEA
Region Saudi Arabia
Sector Retail and Consumer Goods
Testimonial

The Challenge

  • IKEA has been trading successfully in Saudi Arabia since 1983 from their traditional ‘big box’stores. They have grown their retail estate steadily over the last thirty-five years and have recentlyexperimented with new store formats in response to changing customer demands and behaviours.​
  • They have invested in their omni-channel offering but further effort was required to refine theoffering and have an organisation set up to deliver it​
  • Q5’s project scope focused on the Service Office in Jeddah which housed all central functionssupporting the four stores throughout Saudi Arabia and one new store opening in Bahrain.​
  • The CEO and Management Team tasked us with assessing their Omni-channel maturity andrestructuring the organisation to be able to meet the increasing cross-channel needs of customerand also reduce Service Office headcount costs significantly.

Our Approach

  • Q5 employed its Omni-channel maturity assessment methodology and toolset to provide IKEA KSAwith an accurate and benchmarked appraisal of their maturity.​
  • We designed a collaborative approach to combine improving their organisational efficiency withmeeting their strategic aims.​
  • We held a series of activity analysis workshops aligned to their value chain, through which weengaged the wider organisation and identified pain points.​
  • With Management Team members as function owners, we worked through and defined thedetailed organisation structures, key accountabilities and job descriptions.​
  • We developed an implementation plan, along with key change management tools and majorprocess changes to ensure a complete, practical handover.​

Key Outcomes

  • An Omni-Channel maturity assessment, including process review and benchmarking study.​
  • A co-designed operating model to structure the future organisation and aid communication to the wider organisation.​
  • A detailed organisation structure representing a 15% saving in Service Office headcount.​
  • Recommended accountabilities and capabilities across all role groups.​
  • A recommended implementation approach, including change management tools.​
  • A description of the key process changes across the organisation to enable the change and maximise the cross-channel ways of working.​

What our clients say about us

‘It takes a true partnership to understand a running organization and add
value to it. Q5 has demonstrated great understanding of our business,
customized their methodologies to cater to our needs and managed to
deliver a very high-quality output in a timely manner.’​​

Abdulelah Alhadidi, People Lead IKEA, ​Saudi Arabia​​
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Q5 is a trading name of Q5 Ltd, which is registered in England and Wales, Registration No. 15266902.
The Registered Office is Thorney House, 34 Smith Square, London, England, SW1P 3HL.