Enterprise Change.
Perspectives on organisational change, operating models, transformation and the practical work of moving from strategy to execution.
Zombie Solutions — An Enterprise Nightmare
John’s team has been chosen for greatness. The opportunity: to facilitate their client’s customer service modernisation. The problem to solve: the customer service department needs to be able to “see what their customers see” in order to maintain a high level of quality. They explain that their old content platform had a mirror platform customer service agents could use to click through all the screens — to “see what the customer sees,” but with the new system, that feature is gone.
The practice of digital transformation: four non-tech skills for introducing change and innovation
Introducing change and innovation at large organisations can be a daunting task. Solutions that seem clear at a high level can get messy when you get into the details. There are lots of stakeholders, they all have their own take on the problem, and so you get varying degrees of support depending on what angle you take at any given moment. It can quickly spiral out of control into the feeling that “everything is related to everything,” making it hard to get going.
Slumlord Enterprise Vendors — Are They Holding Back Your Transformation?
Here’s a story I hear a lot lately: A company is undergoing a transformation and have reached a place where they’re thinking about end-to-end service design. That’s when they remember that they’ve outsourced a lot of operational systems, meaning key bits of data that are required to run a responsive, agile business are owned by an outside vendor. When they go to the vendor to retrieve this data, little information is forthcoming free of charge, and it’s expensive just to get an estimate for data retrieval. Eventually, it turns out to be too expensive to move forward, so nothing is done. The transformation limps along wounded, and leadership blames “the agile” instead of taking a hard look at the vendor.