build the future, don’t fight the past!

ManifestoBeyond

beyondprocess

build the future, don’t fight the past!

WE REFOCUS AND STRENGTHEN

EFFORTS TO DEFINE, PLAN AND EXECUTE

DIGITAL STRATEGIES, DESIGN BUSINESS

MODELS, CHANGE AND TRANSFORM

OPERATING MODELS IN AMBITIOUS

ORGANISATIONS.

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BEYONDWHAT WE DO

build the future, don’t fight the past!

BEYONDBACKGROUND

• business process re-engineering• performance improvement• change management

• business model innovation• target operating modelling• service design• digital transformation

beyondprocess

beyondprocess

aim. transform. persist.

Current change approaches often extend the status quo - nothing more than perfecting the past.

build the future, don’t fight the past! aim. transform. persist.

BEYONDRATIONALE

What we need are not just better products and processes, but fundamentally different business models.

Frank Gehry

Lisa Bodell

beyondprocess

build the future, don’t fight the past! aim. transform. persist.

We are in the digital dawn where business rules are being rewritten at tremendous speed, in a revolutionary paradigm that will affect every

organisation in every sector.

Cloud Big Data

Social MediaMobile Omni-

Channel

Open Enterprise

IoT

Analytics

DIGITAL AGENDA DON’T FIGHT IT beyondprocess

Wrong focus

build the future, don’t fight the past! aim. transform. persist

SO WHY ISN’T CHANGE WORKING?

Flawed business case

Ignoring people-side of change

Counter-productive change culture

Attention for isolated problems

Building on current capabilities

Past performance indicative

Finance not involved in early stages

Benefits not quantified enough

Chasing too many outcomes at once

Too late in the change programme

More focus on processes and systems

Lack of motivation and leadership

Top-down conflicting demands

Lack of two-way communication

No stability in ‘business as usual’

build the future, don’t fight the past! aim. transform. persist.

BEYONDSTEPS

Context Position

Model Target

Plan Design

Develop Build

Deploy Test

Measure Adopt

Aim Transform

Persist

beyondprocess

build the future, don’t fix the past! Where are you on this continuum?

FOUR SCENARIOS

strive drive thrive survive

“We want to scale our business from a start-up to become a major player in our segment, but lack a roadmap, infrastructure and resources to achieve this”.

“We want to impress with a customer centric service experience and smart products at a competitive price”.

“We are digitally savvy and have the tools we

need, but lack the infrastructure to scale up, take on more staff

and deal with more complex customer

queries, beyond our launch-products”.

“We have been growing organically and have a healthy market position, but now have to become more innovative”.

“How can I transform my business from a seller of products to a provider of higher value-added services”.

“We want a longer term (digital) strategy that makes us more competitive in our own segment.”

“We have all the ingredients of a mature business (strategy, capital and market presence) in place to succeed in the long term, but somehow fail to capitalise on our digital assets, channels and consumer engagement.”

“What does it take to marshall the digital

resources and leveraging an existing market

position to really thrive in the digital market

place?”

“We want to recover a struggling (part of the) business and see a path to renewed business success.”

“We want to relaunch our business online as our traditional model is faltering.”

“We have been flatlining for a few years and

struggle to open new markets and achieve

revenue growth.”

beyondprocess

The narrative and business model is informed by in-depth understanding of the state of the particular industry, illustrated by examples of ‘digital maturity’ and the threat of non-traditional entrants into that industry, i.e. mobile operators challenging retail banks, or ISP’s taking on cable network operators.

Does the challenge of combining omni-channel engagement vs. regulatory compliance point at flaws in the business models of integrated financial services?

build the future, don’t fight the past! aim. transform. persist.

How to charge for new digital services, away from voice and roaming and how can content be better targeted and packaged around micro-segments of customers?

Will emerging smart meter technology, smart grids and de-regulated markets truly globalise the utility sector or will customers be weary that prices will go up as a result?

Is targeting customers in ever more pervasive ways the answer to the omni-channel revolution or will customers let the retailers into their social (media) space?

Financial Services Communications Utilities Retail

BEYONDTHE STORYbeyondprocess

build the future, don’t fight the past! aim. transform. persist.

Retail banking“We know we need to change, but it will take time to address our legacy operations”“Do you have a digital strategy?”“Well, we have an IT Roadmap.”“Does it tell you when your omni-channel engagement will start?”“You mean: can we deliver our services over the web and on mobile?”“No, I am sure you can, but do you know when and how your customers engage via these channels, and if they value your responses?”“We survey our customers regularly and have good feedback”“So why is your ROE and profit still falling behind your competitors?”“We should see improvement in the next two years, but frankly, our IT programme may slip due to change of supplier - we didn’t see that one coming.”“Is your IT programme separate from your business change programme?”“Well, they are complementary, but the business sponsorship for IT projects tends to be weak and often leads to missed opportunities. The business has commissioned some powerful apps though, but we seem to struggle to integrate into our back-office systems.”

BEYONDCONVERSATIONSbeyondprocess

build the future, don’t fight the past! aim. transform. persist.

Channels• Branch extension of omni-channel

customer engagement

BEYONDRETAIL

Features and Processes

• Single and channel aware customer delivery process

• Automated recommendation engines

Systems and Infrastructure• Service-based applications• Enhanced data-availability• Data protection closer to data itself

beyondprocess

build the future, don’t fight the past! aim. transform. persist.

BEYONDOUR FOCUS

INSIGHT - IN WHAT CUSTOMERS NEED

IMAGINE - THE ART OF THE POSSIBLE

INNOVATE - NEW (USE OF) TECHNOLOGY

IGNITE - THE INNATE MOTIVATION OF STAKEHOLDERS

INTEGRATE - JOINING THE DOTS WHERE PRODUCTIVE

INFORMED DECISIONS - TAKE CONTROL

INSPIRE - CUSTOMERS, WORKFORCE, PARTNERS

IMPROVE - THE BUSINESS MODEL

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