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© 2018 TM Forum, Detecon International GmbH, Concentra Consulting Limited, The GC Index® | 1
Catalyst 2018Digital Organization & Culture Transformation
© 2018 TM Forum, Detecon International GmbH, Concentra Consulting Limited, The GC Index® | 2
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
07 About the Catalyst Team
Agenda
© 2018 TM Forum, Detecon International GmbH, Concentra Consulting Limited, The GC Index® | 3
ICT companies aspiring to lead must transform their strategy, operating models and culture
Digital Challenge
Fixing the Basics
Leveraging Opportunities
Addressing the Future
Cloud
connection
NGN
densificationNOC
Virtualizationethernetnetwork small cells
multimedia
Technology
all-IPIMS
OTT
dat
a ce
nte
r
FTTx5G
Vo
IP
VoLTEFiber
OSS
© 2018 TM Forum, Detecon International GmbH, Concentra Consulting Limited, The GC Index® | 4
Digital Challenge
Customer Orientation
Cost Base and Automation
Capabilities
Service Portfolio / FMC+
…
Fixing the Basics
IoT
Digital Portfolio
Partnering
Cloudification
…
Leveraging Opportunities
5G
EDGE Computing
SDN / NFV
Smart Cities
…
Addressing the Future
Survival requires achieving digital excellence and competitive advantage
© 2018 TM Forum, Detecon International GmbH, Concentra Consulting Limited, The GC Index® | 5
Catalyst Set-up
The Champion’s Challenge
T-Systems’ Digital Division is transforming its digital services for scalability and customer accessibility
Separate Divisions Target Operating Model 2.0 Internet of Things
Phase 1:
From Chaos to a digital Operating Model
Phase 2:
From a digital OM towards an agile IoT factory
Approach
Market Digital Division
TransformationStandardized & Scalable Products
© 2018 TM Forum, Detecon International GmbH, Concentra Consulting Limited, The GC Index® | 6
From collecting digital ideas to a digital target operating model to an innovative IoT organization
T-Systems Digital Division Success Story
Separate Divisions Target Operating Model 2.0 Internet of Things
Cross Industries
Connected Mobility
Digital Design & Development
IoT
Digital Design & Delivery
Products & Services
IoT
Product & Portfolio Management
Global Delivery & Operations Io
TM
arke
t D
ev. &
B
usi
ne
ss S
tee
eri
ngSales Verticals
FragmentationProduct-focused Reorganization
Focus on IoT as “lighthouse project”
for sustainable successPhase 2Phase 1
Markets
© 2018 TM Forum, Detecon International GmbH, Concentra Consulting Limited, The GC Index® | 7
Digital Transformation Framework
Combining proven best practice and data-led, technology enabled digital organization & culture transformation
Data Layer
Data Layer
Organization ProcessesGovernance
& RolesCapabilities
Operating Model Layer
Data Layer
Dig
ital
Mat
uri
ty A
sse
ssm
en
t
Digital Maturity Model (DMM)
Dig
ital
Mat
uri
ty A
sse
ssm
en
t
Digital Maturity Model (DMM)
Market Environment
Business Models
Products / Services
Customer Journeys
Strategy Layer
Transformational Mindset
Diversity of Individual Contribution Collective Impact
Cultural Layer
© 2018 TM Forum, Detecon International GmbH, Concentra Consulting Limited, The GC Index® | 8
Digital Transformation Framework
Combining proven best practice and data-led, technology enabled digital organization & culture transformation
Data Layer
Organization ProcessesGovernance
& RolesCapabilities
Data Layer
Data Layer
Data Layer
Dig
ital
Mat
uri
ty A
sse
ssm
en
t
Digital Maturity Model (DMM)
Dig
ital
Mat
uri
ty A
sse
ssm
en
t
Digital Maturity Model (DMM)
Market Environment
Business Models
Products / Services
Customer Journeys
Strategy Layer
Transformational Mindset
Diversity of Individual Contribution Collective Impact
Cultural Layer
Operating Model Layer
© 2018 TM Forum, Detecon International GmbH, Concentra Consulting Limited, The GC Index® | 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® | 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® | 11
Governance and Roles
Governance mechanisms, roles and responsibilities can be aligned in an efficient yet agile manner
Operating Model Layer
Governance & Roles
A Accountable
RA Responsible and Accountable
C Consulted
R Responsible
Informed
© 2018 TM Forum, Detecon International GmbH, Concentra Consulting Limited, The GC Index® | 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® | 13
Digital Transformation Framework
Combining proven best practice and data-led, technology enabled digital organization & culture transformation
Dig
ital
Mat
uri
ty A
sse
ssm
en
t
Digital Maturity Model (DMM)
Dig
ital
Mat
uri
ty A
sse
ssm
en
t
Digital Maturity Model (DMM)
Data Layer
Market Environment
Business Models
Products / Services
Customer Journeys
Strategy Layer
Data Layer
Organization ProcessesGovernance
& RolesCapabilities
Operating Model Layer
Data LayerData Layer
Transformational Mindset
Diversity of Individual Contribution Collective Impact
Cultural Layer
© 2018 TM Forum, Detecon International GmbH, Concentra Consulting Limited, The GC Index® | 14
Data presents a compelling picture of what organizations need to do to create a culture of transformation
Cultural Layer
Trans-formational
Culture
Outcome
Current Culture
Data
Cultural Layer
IMPLEMEN-
TATION
CULTURES
VALUE
PRAGMATISM
POLISHING
CULTURES
VALUE
PERFECTION
STRATEGIC
CULTURES
VALUE
PLANNING
PLAY MAKING
CULTURES
VALUE
PEOPLE
GAME-
CHANGING
CULTURESVALUE
POSSIBILITIES
TRANSFORMATIONAL MINDSET
FUNDAMENTAL BELIEF THAT EVERYONE’S CONTRIBUTION
IS NEEDED
COLLECTIVE IMPACT
ALIGNED DECISIONS AND ACTIONS THROUGH COMPLEMENTARY
RELATIONSHIPS
DIVERSITY OF INDIVIDUAL
CONTRIBUTION
ALL CONTRIBUTIONS BEING EQUALLY VALUED TO IMPACT
TRANSFORMATIONAL CHANGE
© 2018 TM Forum, Detecon International GmbH, Concentra Consulting Limited, The GC Index® | 15
Analyzing the cultural norms within teams and across an organization
Highest Proclivity
GC
IMP
PM
POL
STRAT
Business Unit
(11)Admin (44)Cloud Sales (4)Executive (22)Finance (20)HR (1,180)IoT (224)Products &Services
3
3
3
2
14
10
10
7
3
2
1
1
10
7
2
2
1
5
5
4
4
2
337
333
303
121
86
80
70
52
15
7
Game Changing Cultures
Implementation Cultures
Play Making Cultures
Polishing Cultures
Strategic Cultures
Cultural Layer
© 2018 TM Forum, Detecon International GmbH, Concentra Consulting Limited, The GC Index® | 16
Creating a Culture of Transformational Change
PAST CULTURE CURRENT CULTURE
Cultural Layer
© 2018 TM Forum, Detecon International GmbH, Concentra Consulting Limited, The GC Index® | 17
Digital maturity increased significantly across both phases
TM Forum Digital Maturity Model In Action
Separate Divisions Target Operating Model 2.0 Internet of Things
FragmentationProduct-focused Reorganization
Focus on IoT as “lighthouse project”
for sustainable successPhase 2
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
Brand management Market and customer Ideation & innovation Finance & investmentStakeholder
managementStrategic 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
architectureData & analytics Connected things Network Security Delivery governance
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
Standards &
governance
Smart & adaptive
process managementResource mgmt
Ecosystem controls Multi-disciplinary team Big data analytics Design Service mapping Service design Digitization
Digital standards Streaming data Digital tools Execution Collaboration Business reqs Operations process Zero-touch Asset management
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
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
Leadership & governance Culture Organizational design & talent management Workforce enablement
Real-time insights & analytics Agile change management Integrated Service Management
Agile governance
Culture, People & Org
Strategy
Technology
Applications
Operations
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
Brand management Market and customer Ideation & innovation Finance & investmentStakeholder
managementStrategic 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
architectureData & analytics Connected things Network Security Delivery governance
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
Standards &
governance
Smart & adaptive
process managementResource mgmt
Ecosystem controls Multi-disciplinary team Big data analytics Design Service mapping Service design Digitization
Digital standards Streaming data Digital tools Execution Collaboration Business reqs Operations process Zero-touch Asset management
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
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
Leadership & governance Culture Organizational design & talent management Workforce enablement
Real-time insights & analytics Agile change management Integrated Service Management
Agile governance
Culture, People & Org
Strategy
Technology
Applications
Operations
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
Brand management Market and customer Ideation & innovation Finance & investmentStakeholder
managementStrategic 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
architectureData & analytics Connected things Network Security Delivery governance
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
Standards &
governance
Smart & adaptive
process managementResource mgmt
Ecosystem controls Multi-disciplinary team Big data analytics Design Service mapping Service design Digitization
Digital standards Streaming data Digital tools Execution Collaboration Business reqs Operations process Zero-touch Asset management
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
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
Leadership & governance Culture Organizational design & talent management Workforce enablement
Real-time insights & analytics Agile change management Integrated Service Management
Agile governance
Culture, People & Org
Strategy
Technology
Applications
Operations
Customer
Customer insights and behaviour Customer engagement Customer experience Customer trust and perception
Culture, People & Org
Customer
Major digital maturity improvements
Strategy
Initial Assessment
Phase 1
© 2018 TM Forum, Detecon International GmbH, Concentra Consulting Limited, The GC Index® | 18
Business Outcomes
Streamlined product / services portfolio and built scalable digital offerings
Product innovation
Innovative approach on critical capabilities and ways of working
(building on DMM) increased resource efficiency by more than 50%
Efficient use of scarce resources
Structure, agile methods and capability blending helped change the culture.
Collaboration, effectiveness & efficiency = new customer-driven flexibility & agility
Effectiveness via better team work
Transformed Digital Division into Deutsche Telekom’s spearhead for
innovative IoT products and services
IoT hub
“Demanding exercise … realised changes made sense … approach made it straight forward”
“People recognised this made a real difference, it changed the way they worked”
Significant business benefits through culture improvements and data driven organizational change
© 2018 TM Forum, Detecon International GmbH, Concentra Consulting Limited, The GC Index® | 19
The Key Drivers of Success
Data
Strategy & Operating
Model
Culture
Steer digital change over
the long term
Understand drivers
Set direction
Rethink business and
operating models
Initiate the right actions
Easy to useVisualization ModelingObjective decisions
Transition management
Focus collective energy,
everyone empowered
Leadership alignment to
change culture
Business functions aligned to outcomes
Common language of
impact
Mobilize the right people, right impact,
right time
© 2018 TM Forum, Detecon International GmbH, Concentra Consulting Limited, The GC Index® | 20
The Key Drivers of Success – In More Detail
Data
Strategy & Operating
Model
Culture
Understand: the drivers of digital change
Set: the direction and strategy
Rethink: business and operating models
Initiate: and realize the right actions
Steer: digital change over the long term
Visualization: easy to see and analyse the organization, and to identify hidden opportunities
Modeling: people and work to develop and cost a range of scenarios
Objective: data driven option analysis and decision making
Transition: align the right people to the right roles and ensure adherence to the plan
Easy to use: fast set up, drag and drop, address data quality like never before
Senior Leadership Alignment: to a culture of transformational change
All Business Functions: aligned to all desired business outcomes
Common Language: of individual and collective impact
Mobilization of Transformational Teams: right people, right impact, right time
Focused Collective Energy: everyone empowered to make an impact
© 2018 TM Forum, Detecon International GmbH, Concentra Consulting Limited, The GC Index® | 21
T-Systems is the corporate customers unit of Deutsche Telekom. The Digital Division (DD) was launched in 2015 to develop highly scalable, platform-based and standardized products and services. It focuses on digital products and services such as Cloud and IoT.
Detecon is a leading corporate consulting company operating worldwide; for almost 40 years, it has combined classic management consulting with outstanding technological competence.
The focus of its activities is on the field of digital transformation. Detecon has been a TM Forum member since 2009.• Contact: Björn Menden, Managing Partner, [email protected]
The Hochschule für Telekommunikation Leipzig (HfTL) is a university of applied sciences that is privately funded by Deutsche Telekom AG.
Over 1,400 students are currently enrolled in its bachelor’s and master’s programs in ICT, Business Informatics, Applied Computer Science, and Telecommunications.
Contact: Prof. Dr.-Ing. Christian Czarnecki, [email protected]
OrgVue by Concentra is the leading SaaS transformation solution.
OrgVue digitalizes transformation, enabling org analysis and design in half the time with half the people vs the traditional approach (with Excel & PowerPoint).
Used in over 500 transformations, by a range of global enterprises, government clients & major consultancies.
Contact: Mike Smith, Client Director, [email protected]
The GC (Game Changing) Index® framework unlike traditional personality assessments, measures natural inclinations to make an impact rather than personality traits. It is being rolled out across by organisations around the world to create game-changing teams and cultures that drive transformational change.
• Contact: Nathan Ott, Chief Polisher, [email protected]
About the Catalyst Team
Complementary method, platform and techniques to create a new, digital approach to digital transformation
Catalyst„Digital Organization
& Culture Transformation“
Digital Division