Transformation playbook
Goal
Application of digital capabilities to enhance efficiency, increase customer satisfaction and discover opportunities for growth.
The right mindset and practices to make transformation work.
Problems
Snakes are individuals with large egos. The bigger the ego, the less space there is for anyone else to think and work. Snakes destroy trust, spread rumours, talk behind their backs, nod yes in meetings but condemn project ideas as unworkable when talking to colleagues. Trust is critical in successful transformation.
1. Seeking third party consultants to apply one size fits all solutions for best practices.
2. Implementing a single tool to drive transformation.
3. Neglecting customer needs and priorities.
4. Employees disengaged at work, trillion of lost productivity globally.
5. Transforming with digital tools before changing the mindset, culture and processes.
Solutions
Think like a designer and see your transformation as a series of increasingly higher resolution prototypes.
1. Give authorship to insiders.
Transforming company relies on staffs who have knowledge on what works in their daily operations. Redesign workflow and adapt tools, diagrams, charts to fit in the new process. New technologies fail to improve productivity due lack of insider knowledge. 13
2. Let a three to five year vision guide the transformation.
Digital tools to reduce production lead times, increase speed to market with virtual design technology and upgrade global supply chain which provide synchronized data to users. Real time data tracking management systems increase production efficiency and integrates information for suppliers and customers. The finance department embraced the same vision for speed and data synchronization with redesigned workflows, reorganized teams and revamped digital applications. Allow business partners to have instant access to relevant financial data by dashboards. 14
3. Design customer experience from outside in.
Customers are not just people who buy our products, they include the internal control, stakeholders and system users. Identify their needs, priorities and grade the department performance. The department then transforms based on this input. Break down the process into phases and allow customers to track the progress with dashboard as they move on, to prevent stalled applications.
4. Design employee experience from inside out.
Due to low motivation, employees are disengaged at work. On the Inside out experience, employees compose vision statements about the transformation process. Their personal experience, strengths and what inspired them. Support employees to take ownership in the transformation indicator based on their strengths and interests. By aligning personal and company goals, there are increase in employee engagement and higher results. 15
5. Bringing Silicon Valley culture inside.
Adopt rapid prototyping, design thinking, agile culture and lean methods.
The need for agility and prototyping is more pronounced than others as so many digital technologies could be customized. Supercharge the team productivity by customizing an AI tool to optimize employee's effort. The tool has a gamification component which increase motivation, customer satisfaction and sales. The transformation of tools and culture can bring maximum efficiency.
Through digital transformation, the finance department reduced month end closing time and increase working capital efficiency. Cumbersome processing and declining revenue have transformed into growth.
The vision of the organization, changing culture, mindset and processes drove the technology, not the other way around. 18
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