Bridging the Gap: Establishing a High-Impact Business-Technology Organization
Industry
Airline
Services
Operating Model Optimization Strategy & Planning
In many organizations, business and technology operate in silos—leading to misaligned priorities, inefficiencies, and missed opportunities for innovation.
Opportunity
A leading domestic airline needed to bridge the gap and align its technology capabilities with business objectives to drive operational excellence.
The client engaged Two Roads to create a strategic business-technology organization that optimized workflows, clarified roles, and implemented a value stream framework to enhance efficiency and deliver measurable impact.
Outcome
Aligned Objectives
Shifted technology from a reactive support function into a proactive driver of business success.
Strengthened Customer Partnerships
Established a demand management process that drives shared accountability and ownership, improves collaboration, prioritizes high-impact initiatives, and builds trust with business partners.
Increased Efficiency
Defined clear responsibilities and streamlined workflows to enhance coordination and ensure seamless technology delivery.
Approach
To set up this new organization, we first needed a deep understanding of how initiatives currently moved through the technology organization—identifying pain points, inefficiencies, and areas for improvement. Our approach included:
Discovery & Gap Analysis
Conducted in-depth discovery sessions and surveys to assess the current state of people, processes, and technology, identifying inefficiencies and opportunities for optimization.
Value Stream Mapping
Collaborated with cross-functional teams to analyze seams, streamline workflows, and define optimized processes that enhance collaboration between business and technology.
Role Clarity & Governance
Developed role descriptions, RACI charts, process flows, and training materials to clarify responsibilities and decision-making authority.
Strategic Roadmap for Maturity
Defined a long-term roadmap to evolve the operating model, ensuring sustained alignment between technology and business objectives.
By aligning resources, goals, and workflows, this transformation redefined the client’s approach to technology—shifting it from a support function to a core business enabler that drives measurable impact.
Authors
