Catalyst 2018 Digital Organization & Culture Transformation TM Forum, Detecon International GmbH, Concentra Consulting Limited, The GC Index 1

Transcription

1 Catalyst 2018 Digital Organization & Culture Transformation 2018 TM Forum, Detecon International GmbH, Concentra Consulting Limited, The GC Index 1

2 Agenda 01 Digital Challenge 02 Catalyst Setup 03 T-Systems Digital Division Success Story 04 Digital Transformation Framework 05 TM Forum Digital Maturity Model In Action 06 The Key Drivers of Success 2018 TM Forum, Detecon International GmbH, Concentra Consulting Limited, The GC Index 2

3 Digital Challenge data center VoIP ICT companies aspiring to lead must transform their strategy, operating models and culture network NOC NGN ethernet densification OTT Technology all-ip 5G Fiber FTTx Virtualization OSS small cells Cloud IMS VoLTE multimedia connection Fixing the Basics Leveraging Opportunities Addressing the Future 2018 TM Forum, Detecon International GmbH, Concentra Consulting Limited, The GC Index 3

4 Digital Challenge Survival requires achieving digital excellence and competitive advantage Fixing the Basics Leveraging Opportunities Addressing the Future Customer Orientation IoT 5G Cost Base and Automation Digital Portfolio EDGE Computing Capabilities Partnering SDN / NFV Service Portfolio / FMC+ Cloudification Smart Cities 2018 TM Forum, Detecon International GmbH, Concentra Consulting Limited, The GC Index 4

5 Catalyst Set-up T-Systems Digital Division is transforming its digital services for scalability and customer accessibility The Champion s Challenge Market Digital Division Standardized & Scalable Products Transformation Approach Phase 1: From Chaos to a digital Operating Model Phase 2: From a digital OM towards an agile IoT factory Separate Divisions Target Operating Model 2.0 Internet of Things 2018 TM Forum, Detecon International GmbH, Concentra Consulting Limited, The GC Index 5

6 T-Systems Digital Division Success Story IoT Market Dev. & Business Steeering From collecting digital ideas to a digital target operating model to an innovative IoT organization Separate Divisions Target Operating Model 2.0 Internet of Things IoT IoT Cross Industries Connected Mobility Markets Sales Verticals Products & Services Product & Portfolio Management Digital Design & Development Digital Design & Delivery Global Delivery & Operations Fragmentation Phase 1 Product-focused Reorganization Phase 2 Focus on IoT as lighthouse project for sustainable success 2018 TM Forum, Detecon International GmbH, Concentra Consulting Limited, The GC Index 6

7 Digital Transformation Framework Digital Maturity Assessment Digital Maturity Assessment Combining proven best practice and data-led, technology enabled digital organization & culture transformation Strategy Layer Market Environment Business Models Products / Services Customer Journeys Operating Model Layer Organization Processes Governance & Roles Capabilities Cultural Layer Diversity of Individual Contribution Collective Impact Transformational Mindset Digital Maturity Model (DMM) Digital Maturity Model (DMM) 2018 TM Forum, Detecon International GmbH, Concentra Consulting Limited, The GC Index 7

8 Digital Transformation Framework Digital Maturity Assessment Digital Maturity Assessment Combining proven best practice and data-led, technology enabled digital organization & culture transformation Strategy Layer Market Environment Business Models Products / Services Customer Journeys Operating Model Layer Organization Processes Governance & Roles Capabilities Cultural Layer Diversity of Individual Contribution Collective Impact Transformational Mindset Digital Maturity Model (DMM) Digital Maturity Model (DMM) 2018 TM Forum, Detecon International GmbH, Concentra Consulting Limited, The GC Index 8

9 Organization The strategic layer is backed by detailed data-driven analysis of organizational impact Operating Model Layer Organization 2018 TM Forum, Detecon International GmbH, Concentra Consulting Limited, The GC Index 9

10 Processes New capability for designing new digital processes and quantifying their organizational impact Operating Model Layer Processes 2018 TM Forum, Detecon International GmbH, Concentra Consulting Limited, The GC Index 10

11 Governance and Roles Governance mechanisms, roles and responsibilities can be aligned in an efficient yet agile manner Operating Model Layer Governance & Roles R A Responsible Accountable RA Responsible and Accountable C Consulted Informed 2018 TM Forum, Detecon International GmbH, Concentra Consulting Limited, The GC Index 11

12 Capabilities Addressing capabilities is essential for success. Letting go of the old is as important as embracing the new Operating Model Layer Capabilities 2018 TM Forum, Detecon International GmbH, Concentra Consulting Limited, The GC Index 12

13 Digital Transformation Framework Digital Maturity Assessment Digital Maturity Assessment Combining proven best practice and data-led, technology enabled digital organization & culture transformation Strategy Layer Market Environment Business Models Products / Services Customer Journeys Operating Model Layer Organization Processes Governance & Roles Capabilities Cultural Layer Diversity of Individual Contribution Collective Impact Transformational Mindset Digital Maturity Model (DMM) Digital Maturity Model (DMM) 2018 TM Forum, Detecon International GmbH, Concentra Consulting Limited, The GC Index 13

14 Cultural Layer Data presents a compelling picture of what organizations need to do to create a culture of transformation Cultural Layer Transformational Culture DIVERSITY OF INDIVIDUAL CONTRIBUTION COLLECTIVE IMPACT TRANSFORMATIONAL MINDSET Outcome ALL CONTRIBUTIONS BEING EQUALLY VALUED TO IMPACT TRANSFORMATIONAL CHANGE ALIGNED DECISIONS AND ACTIONS THROUGH COMPLEMENTARY RELATIONSHIPS FUNDAMENTAL BELIEF THAT EVERYONE S CONTRIBUTION IS NEEDED Data Current Culture GAME- CHANGING CULTURES VALUE STRATEGIC CULTURES VALUE PLAY MAKING CULTURES VALUE IMPLEMEN- TATION CULTURES VALUE POLISHING CULTURES VALUE POSSIBILITIES PLANNING PEOPLE PRAGMATISM PERFECTION 2018 TM Forum, Detecon International GmbH, Concentra Consulting Limited, The GC Index 14

15 TM Forum Digital Maturity Model In Action Digital maturity increased significantly across both phases Separate Divisions Target Operating Model 2.0 Internet of Things Customer Customer Customer insights and behaviour Customer engagement Customer experience Customer trust and perception Customer insights and behaviour Customer engagement Customer experience Customer trust and perception Customer Culture Digital vision Survey completion Negative follow-up Customer Culture Digital vision Survey completion Negative follow-up Customer view Budget investment Easy to do busiiness Complaints Customer view Shared insights Personalization Targeted content Ways of working Budget investment Automation Easy to do busiiness Complaints Shared insights Personalization Targeted content Ways of working Automation Multi-channel Group profiles Profile Management Digital tools Current needs Future needs Streamlined Privacy trust 3-party transparency Multi-channel Group profiles Profile Management Digital tools Current needs Future needs Streamlined Privacy trust 3-party transparency Social Media Digital interactions Seamlessness Digital interactions Profile management Digital service Partner alignment Data trust Fulfilment trust Social Media Digital interactions Seamlessness Digital interactions Profile management Digital service Partner alignment Data trust Fulfilment trust Customer Customer Customer insights and behaviour Customer engagement Customer experience Customer trust and perception Customer Culture Digital vision Survey completion Negative follow-up Customer view Shared insights Personalization Targeted content Ways of working Budget investment Automation Easy to do busiiness Complaints Multi-channel Group profiles Profile Management Digital tools Current needs Future needs Streamlined Privacy trust 3-party transparency Social Media Digital interactions Seamlessness Digital interactions Profile management Digital service Partner alignment Data trust Fulfilment trust Strategy Stakeholder Ecosystem Brand management Market and customer Ideation & innovation Finance & investment Strategic management management management Branding strategy Strategic evaluation Digital portfolio Investment capital Engagement Goals and objectives Business model Branding guidelines Intelligence Delivery options Investment mgmt Identification Communication Joint ownership Brand governance Benchmarking Market-shaping Long term ROI Partnership focus Goal alignment On-boarding Loyalty metrics Digital marketing Knowledge Feedback & learning Communications Roadmap & plans Relationship mgmt Insight-led Innovation proceess Financial modelling Decision-making Motivation mgmt Technology Technology architecture Data & analytics Applications Connected things Network Security Delivery governance Initial Assessment Technology strategy Data model Front-end dec APM Lifecycle mgmt Infrastructure Security by design Agile SOA Big data & analytics Digital project mode Cloud environment In-boarding IT virtualization Secure isolation Objectives Future-proof Lifecycle data Design Digital architecture Security Network functions Threat escalation Methodology Open source Big data platform Build Migration Network as a Service Threat resolution Promotion E2E integration Compliance Run Environment Monitoring Threat mitigation Reviews Methodology Computing power Security measures IT operating model Decisioning Data science solution Project roadmaps Operations Standards & Smart & adaptive Real-time insights & analytics Agile change management Integrated Service Management Resource mgmt governance process management Agile governance Ecosystem controls Multi-disciplinary team Big data analytics Design Service mapping Service design Digitization Digital standards Streaming data Digital tools Execution Operations process Zero-touch Asset management Collaboration Business reqs Performance & risk Rules & algorithms Ecosystem insights Control Digital ops reqs Design Digital workflows Service catalogue Associations Compliance Trends discovery Future events mgmt Seamlessness Testing Monitoring Security mgmt Service quality Live monitoring Legal & regulatory Future outcomes Action adaption Monitoring Deployment Version mgmt Incident mgmt Openess Auditing Alignment Trusted insight Learning Rollback Data integrity Brand management Market and customer Ideation & innovation Finance & investment Strategy Stakeholder management Strategy Strategic management Ecosystem management Branding strategy Strategic evaluation Digital portfolio Investment capital Engagement Goals and objectives Business model Branding guidelines Intelligence Delivery options Investment mgmt Identification Communication Joint ownership Brand governance Benchmarking Market-shaping Long term ROI Partnership focus Goal alignment On-boarding Loyalty metrics Digital marketing Knowledge Feedback & learning Communications Roadmap & plans Relationship mgmt Insight-led Innovation proceess Financial modelling Decision-making Motivation mgmt Technology Technology Applications Data & analytics Connected things Network Security Delivery governance architecture Technology strategy Data model Front-end dec APM Lifecycle mgmt Infrastructure Security by design Agile SOA Big data & analytics Digital project mode Cloud environment In-boarding IT virtualization Secure isolation Objectives Future-proof Lifecycle data Design Digital architecture Security Network functions Threat escalation Methodology Open source Big data platform Build Migration Network as a Service Threat resolution Promotion E2E integration Compliance Run Environment Monitoring Threat mitigation Reviews Methodology Computing power Security measures IT operating model Decisioning Data science solution Project roadmaps Operations Standards & Smart & adaptive Real-time insights & analytics Agile change management Integrated Service Management Resource mgmt governance process management Agile governance Ecosystem controls Multi-disciplinary team Big data analytics Design Service mapping Service design Digitization Digital standards Streaming data Digital tools Execution Operations process Zero-touch Asset management Collaboration Business reqs Performance & risk Rules & algorithms Ecosystem insights Control Digital ops reqs Design Digital workflows Service catalogue Associations Compliance Trends discovery Future events mgmt Seamlessness Testing Monitoring Security mgmt Service quality Live monitoring Legal & regulatory Future outcomes Action adaption Monitoring Deployment Version mgmt Incident mgmt Openess Auditing Alignment Trusted insight Learning Rollback Data integrity Strategy Stakeholder Ecosystem Brand management Market and customer Ideation & innovation Finance & investment Strategic management management management Branding strategy Strategic evaluation Digital portfolio Investment capital Engagement Goals and objectives Business model Branding guidelines Intelligence Delivery options Investment mgmt Identification Communication Joint ownership Brand governance Benchmarking Market-shaping Long term ROI Partnership focus Goal alignment On-boarding Loyalty metrics Digital marketing Knowledge Feedback & learning Communications Roadmap & plans Relationship mgmt Insight-led Innovation proceess Financial modelling Decision-making Motivation mgmt Technology Technology Applications Data & analytics Connected things Network Security Delivery governance architecture Technology strategy Data model Front-end dec APM Lifecycle mgmt Infrastructure Security by design Agile SOA Big data & analytics Digital project mode Cloud environment In-boarding IT virtualization Secure isolation Objectives Future-proof Lifecycle data Design Digital architecture Security Network functions Threat escalation Methodology Open source Big data platform Build Migration Network as a Service Threat resolution Promotion E2E integration Compliance Run Environment Monitoring Threat mitigation Reviews Methodology Computing power Security measures IT operating model Decisioning Data science solution Project roadmaps Operations Standards & Smart & adaptive Real-time insights & analytics Agile change management Integrated Service Management Resource mgmt governance process management Agile governance Ecosystem controls Multi-disciplinary team Big data analytics Design Service mapping Service design Digitization Digital standards Streaming data Digital tools Execution Operations process Zero-touch Asset management Collaboration Business reqs Performance & risk Rules & algorithms Ecosystem insights Control Digital ops reqs Design Digital workflows Service catalogue Associations Compliance Trends discovery Future events mgmt Seamlessness Testing Monitoring Security mgmt Service quality Live monitoring Legal & regulatory Future outcomes Action adaption Monitoring Deployment Version mgmt Incident mgmt Openess Auditing Alignment Trusted insight Learning Rollback Data integrity Culture, People & Org Leadership & governance Culture Organizational design & talent management Workforce enablement Sensing Behaviors Mission & objectives Digital apps Accountability Enabling Leadership comms Empowerment Collaboration Digital skills Assets Digital platforms Executing Leadership Shared values Beliefs Work structures Learning Remote working Investment Culture, People & Org Culture, People & Org Leadership & governance Culture Organizational design & talent management Workforce enablement Sensing Behaviors Mission & objectives Digital apps Accountability Enabling Leadership comms Empowerment Collaboration Digital skills Assets Digital platforms Executing Leadership Shared values Beliefs Work structures Learning Remote working Investment Culture, People & Org Leadership & governance Culture Organizational design & talent management Workforce enablement Sensing Behaviors Mission & objectives Digital apps Accountability Enabling Leadership comms Empowerment Collaboration Digital skills Assets Digital platforms Executing Leadership Shared values Beliefs Work structures Learning Remote working Investment Fragmentation Major digital maturity improvements Phase 1 Product-focused Reorganization Phase 2 Focus on IoT as lighthouse project for sustainable success 2018 TM Forum, Detecon International GmbH, Concentra Consulting Limited, The GC Index 15

16 Business outcomes Significant business benefits through culture improvements and data driven organizational change People recognised this made a real difference, it changed the way they worked Product innovation IoT hub Streamlined product / services portfolio and built scalable digital offerings Transformed Digital Division into Deutsche Telekom s spearhead for innovative IoT products and services Efficient use of scarce resources Innovative approach on critical capabilities and ways of working (building on DMM) increased resource efficiency by more than 50% Effectiveness via better team work Structure, agile methods and capability blending helped change the culture. Collaboration, effectiveness & efficiency = new customer-driven flexibility & agility Demanding exercise realised changes made sense approach made it straight forward 2018 TM Forum, Detecon International GmbH, Concentra Consulting Limited, The GC Index 16

17 The Key Drivers of Success Strategy & Operating Model Understand drivers Set direction Rethink business and operating models Initiate the right actions Steer digital change over the long term Data Visualization Modeling Objective decisions Transition management Easy to use Culture Leadership alignment to change culture Business functions aligned to outcomes Common language of impact Mobilize the right people, right impact, right time Focus collective energy, everyone empowered 2018 TM Forum, Detecon International GmbH, Concentra Consulting Limited, The GC Index 17

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