What is 'operating model' in TELUS transformation?

• A. A structure with value streams, roles, ceremonies, and governance to deliver CX and AI capabilities at scale.
• B. A purely organizational chart with no processes.
• C. A marketing plan for CX
• D. A data center hardware layout

Answer: (A)

An operating model is the blueprint for how the organization actually functions to deliver value. In TELUS transformation, it defines how work flows across the company to enable CX and AI capabilities at scale. It brings together end-to-end value streams, the roles and responsibilities that own different parts of the work, the ceremonies or cadences that keep teams aligned, and the governance structures that make decisions and ensure consistency. It’s not just about who sits in which box; it’s about how processes, teams, and technology are arranged to execute strategy reliably and at scale, bridging strategy with day-to-day delivery.

Why this is the best fit: it captures the essential idea that an operating model is the organized way the enterprise operates to deliver customer experience and AI outcomes, including workflows, decision rights, and governance, rather than focusing on static structure alone, marketing plans, or infrastructure. The other options describe elements that are not about how the organization operates to deliver value.