Which statement about the operating model is NOT accurate?

• A. It defines value streams, roles, ceremonies, and governance to deliver CX and AI at scale.
• B. It also defines a comprehensive hardware procurement policy.
• C. It enables governance across value streams.
• D. It is designed to deliver CX and AI capabilities at scale.

Answer: (B)

The operating model focuses on how work is organized to deliver value at scale. It defines value streams, the roles involved, the ceremonies or rituals that coordinate work, and the governance structure that ensures alignment across teams as CX and AI initiatives scale. It also establishes how governance is enabled across value streams, ensuring decisions, priorities, and accountability flow consistently from one value stream to another. All of this is aimed at delivering CX and AI capabilities at scale, shaping how people collaborate and how decisions are made across the organization.

A hardware procurement policy, while important for technology management, sits outside the scope of the operating model. It’s a policy domain that governs how hardware is purchased, standardized, and managed with vendors and budgets, and is not what defines the organizational structure, rituals, and governance necessary to scale CX and AI. So that statement isn’t accurate for the operating model.