wipro.com The Making of a Digital Enterprise An Integrated Approach to Enterprise Transformation
Industries, across the board, be it Banking, Healthcare, or Oil & Gas, are currently witnessing a digital revolution. Digital is changing the way enterprises deliver services and products to customers, manufacture goods, manage operations, engage with their workforce and much more. This has given rise to the need of keeping up with the demands of the digital innovation and getting the best out of it. Enterprises also face major challenges today, like reduced market share due to hyper-competition with evolution of niche and innovative businesses; the demanding customer with high expectations of business services; regulatory bodies tightening controls for ensuring enterprise resiliency; and global economic uncertainty that has led to unsustainability of businesses, among others. To meet these challenges and to ride the digital wave, businesses are attempting to bring in large scale transformations but they are either slow or ineffective in their outcomes. As per leading analysts reports more than 66% of businesses fail to successfully bring in large scale transformations with over 40% of the projects running over budget and about 30% not meeting the schedule. Through the last few years there has been a marked increase in enterprise-grade business technologies, such as, social media, mobile, analytics, cloud, artificial intelligence (AI), and internet of things (IoT). Industries are now moving towards innovation that aids transformation and new business models that can deliver strategic benefits from these technologies. Solutions can be created with a digital business platform that is enterprise grade and has the potential to deliver new smart products and services. For instance, at Netflix, a member can sign-in through Facebook (social media login) on a tablet or an ipad (mobility) to access videos that are streamed from Netflix cloud. Netflix stores the customer data in the cloud and leverages analytics to produce personalized recommendations as effective one-to-one marketing. The right approach to adoption of smart technologies as an integrated solution is essential to enable transformative changes in the enterprise. 2
Framework for enterprise operations transformation Enterprises need to take a holistic approach to transformation, which includes processes, automation, analytics and customer experience with outcomes that incorporates building of capability, reduction of operational risks, increase of enterprise agility, sustained high levels of customer service, and an enhancement of business value. An effective enterprise operations transformation framework needs to be modular entailing simplification, automation, immersive user experience and intelligence. Digital technologies that would include one or many of the social, mobility, analytics, cloud, AI, and IoT stack can aid in providing an integrated solution. This would help to enable capex reductions with simplification in operations, automation in activities, and enhanced user experience. A transformation framework should cover all parts of the business, be it front, middle or back office operations. The transformational framework would typically consist of an enterprise engagement model, a platform for managing changes to business services, adoption of robotic process automation (RPA) and as a service delivery model with accelerators. In general, meeting current business needs, demands a top down approach with the following enterprise operations transformation overarching principles shaping the framework: Align operations and lines of business through governance and performance management transparency. Alignment will help in mitigating key risks to transformation in the way compliance is applied, particularly in the area of digital risks, such as cybercrime, data loss and technology outages. Leverage service design thinking that takes a customer journey to fulfilment and incorporates automation where possible. Designs that consider straight-through processing of the customer journey are more effective in fulfilment, if manual intervention can be avoided. Choose an operations delivery model that dovetails 3
with business strategy built with flexibility for enabling maximization of scale. The best route to ensuring that a transformation is successful is to choose an operations delivery model that can cope with the pace of digital innovations. Enable simplification of service, product or process architecture and technology with application portfolio rationalization. Simplification enables the agility required for executing digital strategy. Digitization of front-end client interactions, along with middle-and back-end operations and processes improve customer experiences. Digitization is the bridge to the future with the capability of orchestrating and accelerating processes through automation, making experience the product. 4
Three-stage approach to transformation Enterprise operations transformation is a journey. The framework recommends the use of a 3-stage approach, that takes the journey from discovery (understanding where the enterprise is currently) to deployment (taking the enterprise to where it wants to be). Stage 1: Discover & Define This stage would be to understand the enterprise s critical business processes across its customer journeys and identify improvements or gaps in the current business products and services. An important step, within this stage, would be to understand how other successful innovative enterprises operate. It would be used to draw out what is necessary to design and develop. Stage 2: Design & Develop This stage is where building the user experience enters the equation for transformation. Design-first thinking helps in building the value that can be provided to the customer, including how changes can be made for better engagement and collaboration with customers. The organization s goal at this stage would be to build the right user experience one that allows users to reach their end goals, work seamlessly in any environment and be flexible to change when market or regulatory changes happen. Design thinking (particularly in service design) with innovative techniques for digitization and RPA is a key aspect of this stage. It is to simplify and use human-centred design as much as possible. Stage 3: Deploy With the integrated solution, that includes technologies like digital, automation, and IoT, having been designed and developed, this stage is to check whether it does what it says on the tin. There may be activities required to re-engineer the business processes for small improvements following insights during this stage or the previous two stages. The outcome of this stage is to have customer-centric products and services delivered by the solution, with a well communicated, robust launch set of activities. 5
The digital strategy Looking forward, the rapidly evolving nature of the marketplace will gain momentum as enterprises compete in a hard business environment. It will enable new market entrants to emerge in every industry and challenge the current status quo. Strategies of businesses are to become fit for growth and enterprise operations transformation would deliver the capability to do so. Unless enterprises act with agility, bringing in transformational changes to become digital, enabling integrated services and digital resilience, they would be left behind. About the author Dr. Roma B. Mohanti is Management Consultant for Process Excellence at Wipro. He has over 25 years of industry experience in areas of organization strategy, operational excellence, governance, portfolio/program/project management, enterprise performance management, and service management. About Wipro Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading information technology, consulting and business process services company that delivers solutions to enable its clients do business better. Wipro delivers winning business outcomes through its deep industry experience and a 360 degree view of Business through Technology. By combining digital strategy, customer centric design, advanced analytics and product engineering approach, Wipro helps its clients create successful and adaptive businesses. A company recognized globally for its comprehensive portfolio of services, strong commitment to sustainability and good corporate citizenship, Wipro has a dedicated workforce of over 170,000, serving clients across 6 continents. For more information, please visit wipro.com or write to us at info@wipro.com 6
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