How to Transform Your Operating Model for Growth, Innovation & Employee Engagement with Jen Swanson

Transforming How We Work: Rethinking Operating Models with Jen from Talk Point Advisory Group

In this thought-provoking conversation, I sat down with Jen from Talk Point Advisory Group, a boutique consulting firm that helps organizations reimagine and revitalize how they operate. We dove deep into the often-overlooked world of operating models — the blueprint behind how work gets done — and why companies need to stop letting these frameworks evolve by default.

Rethinking How Work Gets Done

Jen and I explored how an organization’s operating model influences everything from decision-making to resource allocation. She shared powerful insights about making these models more intentional, especially when “invisible rules” — embodied by figures like the mythical “Beth” who holds power without a title — shape how teams function. I emphasized that when organizations fail to design and adapt their operating models, they often become the next cautionary tale — a statistic in the high failure rate of businesses unable to pivot in a changing market.

Legacy Systems vs. the Digital Future

Too often, companies bring in top talent with high hopes but then box them into outdated systems. Jen and I discussed how legacy organizations must shift from rigid, project-based structures to nimble, product-focused approaches. This isn’t just about upgrading systems — it’s about transforming culture, developing new skill sets, and staying laser-focused on customer experience. Because in this fast-moving digital age, survival depends on relevance.

Breaking Down Silos: A Lesson from 3M

We’ve all seen the damage siloed thinking can do. I shared how industrial-age approaches, like those once used by GM, keep innovation locked behind walls. Jen illustrated how companies like 3M broke free — giving employees space to experiment, leading to inventions like the Post-it Note. This isn’t just a story about sticky paper; it’s a testament to the power of cross-functional freedom and creative autonomy.

Collaboration That Fuels Innovation

Jen highlighted the power of horizontal collaboration in successful product teams. Drawing inspiration from NASA’s Apollo 13 mission and our everyday digital tools, she emphasized how solutions to complex problems emerge when different disciplines truly work together — not in silos, but side-by-side.

The Overlooked Power of Marketing

In one of my favorite moments, I admitted I wish I had focused more on marketing in college — it’s that essential. Jen and I talked about why marketing isn’t just a department, it’s a growth engine. When accounting and marketing speak the same language, businesses gain the insight to fuel smart investments and sustainable expansion — especially during challenging times like inflation or global uncertainty.

Culture Drives Everything

Culture isn’t just a buzzword — it’s the soul of your organization. I reflected on transforming a healthcare organization by simply listening and responding to what our people needed. Jen and I agreed: when organizations clarify decision-making and empower their teams, magic happens. Engagement rises, turnover drops, and performance soars.

Fixing the Customer Experience (for Real)

Improving customer experience isn’t a quick fix — it requires rooting out the hidden obstacles: tech inefficiencies, outdated processes, and — you guessed it — silos. Jen walked us through how her team helps organizations simplify, streamline, and finally push past the 75% “stuck” point where so many give up. We wrapped up by underscoring the need for persistent effort and aligned support, and I encouraged our listeners to connect with Jen and the team at Talk Point Advisory Group for guidance.

Ready to Rethink Your Operating Model?

If you’re ready to stop leaving your organization’s performance to chance, this episode is a must-listen. Connect with Jen and the Talk Point team to start the conversation and unlock the full potential of your organization.

Website:  https://www.tuckpoint.com/

LinkedIn:  https://www.linkedin.com/in/jgswanson/