What is the main focus of the Support strata in the Capability Model?

The Support strata in the Capability Model primarily emphasizes administrative support functions, which play a vital role in enabling the core business processes and operations of an organization. This layer encompasses activities and resources that ensure the smooth running of the organization, such as human resources, finance, IT support, and other managerial services.

These administrative support functions do not directly engage with customers or generate primary business value, but they provide essential back-end support that allows the core business functions to function effectively. Thus, a well-structured Support strata is crucial for ensuring that the overall business architecture is intact and that other more visible organizational capabilities can operate without disruption. Efficient administrative support enhances productivity and allows the customer-facing aspects of the business to thrive.

In contrast, while core business functions focus on delivering products or services and customer engagement pertains to interactions with clients, the Support strata specifically relates to the foundational systems and processes that sustain those direct engagement and operational efforts. Strategic leadership, on the other hand, involves decision-making and guiding the organization towards its goals but is distinct from the necessary operational capabilities provided by administrative support functions.