OPEx & SD Development — Comprehensive Study Notes Summary & Study Notes

🔍 OPEx

Styling: Nothing to change. Focus is on operational excellence and clarity of roles rather than cosmetic changes.

🛠️ SD Development

Training: Maintain structured training for new and existing staff. Short, repeatable modules help scale learning.

Dev: Ongoing development work to support product and process improvements.

1:1 support: Provide personalized coaching for complex or transition-related tasks; critical for adoption and retention.

Tier 1 Support: Split into Internal and Client streams to clarify responsibilities and SLAs.

🔁 Change Opportunities — Teresa

New Remit/Title: Role is being reframed. Expect a shift toward strategic activities.

Alignment expertise: Move focus to future-oriented alignment work. This is about shaping direction rather than day-to-day execution.

55% / half current: Expect roughly half the current workload/time allocation; increased emphasis on self-management/creators.

New functions (RASC) people: Introduce people-focused functions under the RASC model. These are non-technical and intended to be energized roles.

🔐 SSO & Admin

SSO's enhanced/more focused: SSO responsibilities will be concentrated; possibly about half of current SSO activity remains.

Adding Admin Specialist (.5): Plan to add a 0.5 FTE admin specialist to drive efficiencies. Key areas:

• Efficiencies in recurring tasks
• Curated FAQs
• Managing email inboxes
• Continuous improvement initiatives
• Support with chatbots for routine queries

👥 Client

Current: Operates at Cert + 1 level.

New: Introduce more process rigor across (RASC) key areas to improve consistency and accountability.

⚙️ XP

Keeping: Preserve ownership of license & exam end-to-end processes.

Communications: Continue handling communications for social requests to ensure consistent external messaging.

🤝 Need to Collaborate

Identify cross-functional touchpoints early. Collaboration is required across RASC functions, SSO, admin support, and client channels to execute changes smoothly.

🗂️ Design Registry

Shift Design over: Consider transferring design responsibilities; details unclear.

Open question: Still uncertain what specific suggestions to make for the Design Registry—requires stakeholder input and clarification.

Summary: Focus workstreams on clarifying roles (especially Teresa and SSO), adding targeted admin capacity (.5 FTE), formalizing processes for client work, and preserving XP responsibilities while improving communication and collaboration across RASC-aligned areas.