When organisations talk about operating models, the focus is usually on structure — org charts, processes, roles, and technology. These elements matter, but they’re rarely the reason operating models succeed or fail.

At Cross 8, we see many transformation efforts stall not because the model was poorly designed, but because it ignored how people actually behave. Beliefs, incentives, leadership habits, and unspoken priorities often shape outcomes far more than the diagrams ever will.

In this short video, we explore why operating models that look good on paper struggle to take hold in practice. We look beyond the “plumbing” to examine the human realities that influence decision-making, accountability, and execution.

You’ll hear why assumptions about behaviour are so risky, how organisational history and culture quietly undermine change, and why teams often wait for new initiatives to pass rather than engage with them.

We also discuss the role leadership plays in reinforcing — or unintentionally breaking — an operating model, and why clarity around ownership and consequences is essential if change is meant to last.

These are uncomfortable questions, but they’re the ones that determine whether an operating model becomes a lived reality or just another document on the shelf. If you’re designing, reviewing, or struggling to embed an operating model, this perspective is worth considering.

Watch the video above to explore these ideas in more detail. If you’d like to talk about how this applies to your organisation, we’d be happy to help.

You’ll hear why understanding your business matters just as much as the bottom line. We explore what a credible plan really looks like and why employee experience inside your supplier’s organisation can directly affect yours.

We also talk about the value of honest conversations with reference clients, and the impact your place in a supplier’s portfolio can have on service quality.

These are the kinds of questions that are easy to overlook but often define the success or failure of an outsourcing partnership. Whether you’re entering a new relationship or reviewing an existing one, these five areas are worth a closer look.

Watch the video above to explore all five tips. If you’re thinking about outsourcing or want to strengthen your current supplier relationships, we’d be happy to share more about our approach.