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This presentation is a collection of PowerPoint diagrams and
templates used to convey 20 different Digital Transformation
frameworks and models.
Digital Transformation
Frameworks
Diagrams and Templates of Digital
Transformation Frameworks & Models
? Operational Excellence Consulting. All rights reserved. 2
Contents
1. Microsoft’s Digital Transformation Framework
2. McKinsey’s Ten Guiding Principles of Digital
Transformation
3. Forrester’s Digital Transformation Framework
4. IDC’s Digital Transformation MaturityScape
5. MIT’s Digital Transformation Framework
6. Gartner’s Digital Transformation Framework
7. Accenture’s Digital Strategy & Enterprise
Frameworks
8. Deloitte’s Digital Industrial Transformation
Framework
9. Capgemini’s Digital Transformation Framework
10. PwC’s Digital Transformation Framework
11. Cisco’s Digital Transformation Framework
12. Cognizant’s Digital Transformation Framework
13. DXC Technology’s Digital Transformation
Framework
14. The BCG Strategy Palette
15. McKinsey’s Digital Transformation Framework
16. Digital Transformation Compass
17. Four Levels of Digital Maturity
18. Design Thinking Framework
19. Business Model Canvas
20. Customer Journey Map
NOTE: This is a PARTIAL PREVIEW.
To download the complete presentation,
visit: https://www.oeconsulting.com.sg
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The Microsoft Digital Transformation Framework harnesses the power of digital
technologies to drive innovation, efficiency, and growth
Microsoft’s Digital Transformation Framework
Source: Adapted from Microsoft
Digital Transformation
Empower
employees
Optimize
operations
Transform
products
Engage
customers
? Operational Excellence Consulting. All rights reserved. 4
McKinsey’s Ten Guiding Principles of a Digital Transformation provide guidance to
organizations in defining value, launch and acceleration, and scaling up
McKinsey’s Ten Guiding Principles of a Digital Transformation
1
Stage 1
Defining Value
Secure senior
management
commitment
2 Set clear,
ambitious targets
3 Secure investment
8
Stage 3
Scaling up
Sequence initiative
for quick returns
9 Build capabilities
Adopt a new
operating model
10
4
Stage 2
Launch and
acceleration
Start with lighthouse
projects
5 Appoint a high-
caliber launch team
6 Organize to promote
new, agile ways of
working
7 Nurture a
digital culture
Source: Adapted from “A Roadmap for a Digital Transformation,” McKinsey, 2017
? Operational Excellence Consulting. All rights reserved. 5
Forrester’s Digital Transformation Framework enhances customer experiences,
modernizes IT infrastructure, and revolutionizes business models
Forrester’s Digital Transformation Framework
Source: Adapted from Forrester
DIGITAL
OPERATIONS
DIGITAL
EXPERIENCES
DIGITAL
ECOSYSTEMS
DIGITAL
INNOVATION
Deliver easy, effective,
emotional customer
experiences.
Focus operations on
things customers value.
Build platforms and
partnerships to accelerate
and scale
Innovate at the intersection
of experiences and
operations.
Start by rethinking and
innovating business models to
align with new market demands
and technological
advancements. This sets the
foundation for transformation by
identifying new opportunities
and disruptive approaches.
Next, focus on transforming
customer experiences. With a
new business model in place,
it’s essential to ensure that the
customer journey is seamless,
effective, and emotionally
engaging. This helps in building
strong customer relationships
and loyalty.
Finally, build and transform the
tech ecosystems. Establishing
scalable and adaptable
technological platforms and
partnerships ensures that the
organization can support the
transformed business models,
customer experiences, and
operations. This step is crucial
for sustaining long-term growth
and flexibility.
After transforming customer
experiences, turn to internal
operations. Streamlining and
improving operations ensures
that the back-end processes
support the enhanced customer
experiences and new business
models. This includes
optimizing business processes
and improving employee
experiences.
? Operational Excellence Consulting. All rights reserved. 6
IDC’s Leadership Digital Transformation MaturityScape consists of five stages that
represent a progression of increasing maturity of leadership’s capabilities and actions
IDC’s Leadership Digital Transformation MaturityScape
Source: Adapted from IDC
Digital Skeptic
Digital
Experimenter
Digital
Competitor
Digital Leader
Digital Disruptor
Leadership is unaware of
or skeptical about digital
transformation. Digital
initiatives are limited to
isolated, reactive projects
driven by traditional
market analysis.
Business outcome
Business struggles to
compete. Leadership has
limited insight into how to
use DX to impact
employees, customers,
and market experience.
Leadership allow limited-
scope DX initiatives; DX
is driven from bottom up
and focused on using
digital technologies for
specific customer needs.
Business outcome
Business delivers limited
DX-driven customer
experiences but products/
services are inconsistent
and poorly integrated.
Leaders cannot scale
success.
Leadership seeks top-
down culture change for
DX goals. DX vision is
enterprise-wide and
leverages digital
technologies to maintain
parity with competitors.
Business outcome
Leadership provides
enterprise-wide approach
to DX that maintains
competitive parity
Leadership and
organizational culture
mirror continuous
evolution of DX vision to
deliver digitally enabled
product/service
experiences on a
continuous basis.
Business outcome
Leadership consistently
evolves DX to meet
changing market needs
and conditions based on
ecosystem vision and
cultural adaptability.
Leadership are disruptive
visionaries in the use of
new digital technologies
and business models to
affect markets.
Business outcome
Innovative DX-driven
business models drive
omni-experiences to their
markets. Ecosystem
awareness and feedback
fosters organizational
culture, goals and
projects.
Optimized
Managed
Repeatable
Opportunistic
Ad Hoc
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Gartner’s Digital Transformation Framework enables CIOs and other business
leaders to build a successful digital enterprise
Gartner’s Digital Transformation Framework
Source: Adapted from Gartner
STEP 6:
Create New
Digital Business
Capabilities
STEP 1:
Create the Right
Mindset and Shared
Understanding
STEP 2:
Put the Right
Leaders in
Place
STEP 3:
Launch a Digital
Business Center
of Excellence
STEP 4:
Formulate Digital
Strategy to Respond
to Opportunities &
Threats
STEP 5:
Find, Develop &
Acquire Digital
Business Skills
& Roles
Six-Step
Digital
Transformation
Framework
? Operational Excellence Consulting. All rights reserved. 8
Accenture’s Digital Business Strategy Framework addresses the issues, decisions,
actions and investments required in creating a digital business
Accenture’s Digital Business Strategy Framework
Source: Adapted from Accenture
Digital Operations & Platforms
Information & Applications
Vision, Opportunities & Outcomes
Digital Products,
Services & Offerings
Innovation & IP
Customer
Experiences
& Workforce
Abilities
Operating
Model &
Future of Work
Digital
Ecosystem &
Business
Process
Business
Model
Operating
Model
? Operational Excellence Consulting. All rights reserved. 9
Deloitte’s Digital Industrial Transformation Framework begins with strategy, which is
carried through to redesigning talent models, transforming processes and retooling
technology
Deloitte’s Digital Industrial Transformation Framework
Source: Adapted from Deloitte
Strategy
Business
model
Operating
model
Capabilities
People,
process and
technology
AGILE
MINDSET
CUSTOMER
SUCCESS
DIGITAL
ADOPTION
1. What is your
winning aspiration?
3. What capabilities are
needed to win? Which are
new versus existing?
5. What business
processes, technology, and
management systems are
required to win?
2. Where do you choose
to play, and how will you
win?
4. How should capabilities be
configured? Where should they
be executed? Who has
ownership and decision rights?
? Operational Excellence Consulting. All rights reserved. 10
PwC’s Digital Transformation Framework is built on Industry 4.0 (Fourth Industrial
Revolution) as the heart of digital change and incorporates data and analytics as the
core capability
PwC’s Digital Transformation Framework
Multilevel customer
interaction and
customer profiling
Industry
4.0
Big data analytics
and advanced
algorithms
Smart sensors 3D printing
Mobile devices
IoT platforms
Location detection
technologies
Advanced human-
machine interfaces
Authentication and
fraud detection
Augmented
reality/wearables
Cloud computing
Source: Adapted from PwC
? Operational Excellence Consulting. All rights reserved. 11
Cisco’s Digital Transformation Framework: Comprehensive Connectivity, Security,
Automation, and Analytics
Cisco’s Digital Transformation Framework
Source: Adapted from Cisco
Data &
Connectivity
Developer Environment
Digital Solutions
Cisco Digital Architecture
Partner Ecosystem
100
1010
? Operational Excellence Consulting. All rights reserved. 12
Cognizant’s Digital Transformation Framework defines four common elements that
apply to most companies making digital change in both the B2C and B2B markets
Cognizant’s Digital Transformation Framework
Source: Adapted from Cognizant
Digital
Transformation
Framework
Digital
marketing
Omni-
channel
Customer
insight
Customer-
centric &
standard
platforms
Agile
approaches
to work
Anytime,
anywhere,
any device
Connected
products
Pay per use
Predictive
usage
Digital
collaboration
& innovation
Digital skills
& virtual
workforce
Dynamic
partner
ecosystems
Digitize the
customer
experience
Digitize
products
& services
Digitize the
organization
Digitize
operations
? Operational Excellence Consulting. All rights reserved. 13
Based on the BCG Strategy Palette concept, companies can adopt five different
approaches when dealing with environmental changes in the digital age
The BCG Strategy Palette
Source: Adapted from BCG
ADAPTIVE
I can’t predict
it, and I can’t
change it.
CLASSICAL
I can predict
it, but I can’t
change it.
SHAPING
I can’t predict
it, but I can’t
change it.
VISIONARY
I can predict
it, and I can
change it.
RENEWAL
My resources
are severely
constrained.
MALLEABILITY
UNPREDICTABILITY
High
Low
High
Low
H
A
R
S
H
N
E
S
S
High
Low
? Operational Excellence Consulting. All rights reserved. 14
McKinsey’s Digital Transformation Framework, called the ‘4Ds of Digital
Transformation’, consists of the phases of Discovery, Design, Deliver and De-risk
McKinsey’s Digital Transformation Framework
Source: Adapted from McKinsey Quarterly, 2017
Discover
Design
Deliver
De-Risk
Discover: Shape digital ambition, strategy
and business case based on insights
Design: Reinvent and prototype new
capabilities and breakthrough journeys as
part of a program
Deliver: Activate an ecosystem to rapidly
deliver at scale
Re-risk: Structure the change program,
resources and commercial model to
reduce operational and financial risk
? Operational Excellence Consulting. All rights reserved. 15
The Digital Transformation Compass provides step-by-step guidance for business
leaders to steer the course of a digital transformation journey
Digital Transformation Compass
Source: Adapted from Westerman et al., 2014
Mobilize Focus
Sustain Frame
Build
awareness
Know your
starting point
Craft a vision and
align top team
Translate your
vision
into action
Build your
governance
Fund
the
transformation
Signal your
ambitions
Earn the right to
engage
Set new
behaviors and
evolve culture
Build foundation
skills
Align incentives
and rewards
Measure,
monitor and
iterate
Mobilize Focus
Sustain Frame
? Operational Excellence Consulting. All rights reserved. 16
The Four Levels of Digital Maturity evaluate how companies are reacting to
technological opportunity based on two evaluation dimensions – ‘Digital Intensity’
and ‘Transformation Management Intensity’
The Four Levels of Digital Maturity
Digital
Intensity
Beginners
§ Management skeptical of the
business value of advanced digital
technologies
§ May carry out some experimentation
§ Immature digital culture
Transformation Management Intensity
Conservatives
§ Overarching digital vision exists, but
may be underdeveloped
§ Few advanced digital features,
though traditional digital capabilities
may be mature
§ Strong digital governance across
silos
§ Taking active steps to build digital
skills and culture
Fashionistas
§ Many advanced digital features (such
as social, mobile) in silos
§ No overarching vision
§ Underdeveloped coordination
§ Digital culture may exist in silos
Digirati
§ Strong overarching digital vision
§ Good governance
§ Many digital initiatives generating
business value in measurable ways
§ Strong digital culture
Source: Adapted from MIT Center for Digital Business and Capgemini Consulting
? Operational Excellence Consulting. All rights reserved. 17
The Design Thinking Framework is a human-centered, creative problem-solving
process of discovery, ideation and experimentation that forms the backbone of
digital transformation
Design Thinking Framework
Source: Adapted from Stanford University d.school
Learn about the
audience for
whom you are
designing, by
observation and
interview. Who is
my user? What
matters to this
person?
Create a point of
view that is
based on user
needs and
insights.
What are their
needs?
Brainstorm and
come up with
as many
creative
solutions as
possible.
Wild ideas are
encouraged!
Build a
representation of
one or more of
your ideas to show
to others. How can
I show my idea?
Remember: A
prototype is just a
rough draft!
Share your
prototyped idea
with your original
user for
feedback. What
worked? What
didn’t?
EMPATHIZE
DEFINE
IDEATE
PROTOTYPE
TEST
? Operational Excellence Consulting. All rights reserved. 18
The Business Model Canvas is an important building block that facilitates the
designing of new business models in a digital transformation process
Key
Partners
Key
Activities
Value
Propositions
Customer
Segments
Key
Resources
Cost Structure Revenue Streams
Customer
Relationships
Channels
Source: Adapted from Strategyzer
Business Model Canvas
? Operational Excellence Consulting. All rights reserved. 19
Customer Journey Mapping is a method of documenting and visualizing the
experiences the customers have with your organization with the intention of
improving these interactions
Customer Journey Mapping
ILLUSTRATIVE
Customer
Actions
Activity Phase
Touchpoints
Thinking
Feeling
Backend
Processes
Enter Starbucks Find Seat Buy Coffee Wait for Coffee Drink Coffee
Look at café
surroundings
Entrance / Posters /
Signages
§ Am I entering
the right place?
§ Is the air-con
cold enough?
Walk towards
counter
Café space
§ Can I find seats?
§ Is there a long
queue?
Queue at the
counter to be served
Ordering Counter /
Wall Menu Display
§ Which coffee do
I want?
§ How much does
it costs?
Payment process (cash
/ membership card /
mobile app)
Seat at the table
Seat
§ Is the seat
taken?
§ Coffee done just
right. Yummy! J
Clearing the tables
Wait at the counter
Collection Counter
§ How long do I
have to wait?
§ Is the coffee
order correct?
Brew the coffee
+
-
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Operational Excellence Consulting is a management training and consulting
firm that assists organizations in improving business performance and
effectiveness. Based in Singapore, the firm’s mission is to create business
value for organizations through innovative design and operational excellence
management training and consulting solutions. For more information, please
visit www.oeconsulting.com.sg

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Digital Transformation Frameworks: Driving Digital Excellence

  • 1. ? Operational Excellence Consulting. All rights reserved. This presentation is a collection of PowerPoint diagrams and templates used to convey 20 different Digital Transformation frameworks and models. Digital Transformation Frameworks Diagrams and Templates of Digital Transformation Frameworks & Models
  • 2. ? Operational Excellence Consulting. All rights reserved. 2 Contents 1. Microsoft’s Digital Transformation Framework 2. McKinsey’s Ten Guiding Principles of Digital Transformation 3. Forrester’s Digital Transformation Framework 4. IDC’s Digital Transformation MaturityScape 5. MIT’s Digital Transformation Framework 6. Gartner’s Digital Transformation Framework 7. Accenture’s Digital Strategy & Enterprise Frameworks 8. Deloitte’s Digital Industrial Transformation Framework 9. Capgemini’s Digital Transformation Framework 10. PwC’s Digital Transformation Framework 11. Cisco’s Digital Transformation Framework 12. Cognizant’s Digital Transformation Framework 13. DXC Technology’s Digital Transformation Framework 14. The BCG Strategy Palette 15. McKinsey’s Digital Transformation Framework 16. Digital Transformation Compass 17. Four Levels of Digital Maturity 18. Design Thinking Framework 19. Business Model Canvas 20. Customer Journey Map NOTE: This is a PARTIAL PREVIEW. To download the complete presentation, visit: https://www.oeconsulting.com.sg
  • 3. ? Operational Excellence Consulting. All rights reserved. 3 The Microsoft Digital Transformation Framework harnesses the power of digital technologies to drive innovation, efficiency, and growth Microsoft’s Digital Transformation Framework Source: Adapted from Microsoft Digital Transformation Empower employees Optimize operations Transform products Engage customers
  • 4. ? Operational Excellence Consulting. All rights reserved. 4 McKinsey’s Ten Guiding Principles of a Digital Transformation provide guidance to organizations in defining value, launch and acceleration, and scaling up McKinsey’s Ten Guiding Principles of a Digital Transformation 1 Stage 1 Defining Value Secure senior management commitment 2 Set clear, ambitious targets 3 Secure investment 8 Stage 3 Scaling up Sequence initiative for quick returns 9 Build capabilities Adopt a new operating model 10 4 Stage 2 Launch and acceleration Start with lighthouse projects 5 Appoint a high- caliber launch team 6 Organize to promote new, agile ways of working 7 Nurture a digital culture Source: Adapted from “A Roadmap for a Digital Transformation,” McKinsey, 2017
  • 5. ? Operational Excellence Consulting. All rights reserved. 5 Forrester’s Digital Transformation Framework enhances customer experiences, modernizes IT infrastructure, and revolutionizes business models Forrester’s Digital Transformation Framework Source: Adapted from Forrester DIGITAL OPERATIONS DIGITAL EXPERIENCES DIGITAL ECOSYSTEMS DIGITAL INNOVATION Deliver easy, effective, emotional customer experiences. Focus operations on things customers value. Build platforms and partnerships to accelerate and scale Innovate at the intersection of experiences and operations. Start by rethinking and innovating business models to align with new market demands and technological advancements. This sets the foundation for transformation by identifying new opportunities and disruptive approaches. Next, focus on transforming customer experiences. With a new business model in place, it’s essential to ensure that the customer journey is seamless, effective, and emotionally engaging. This helps in building strong customer relationships and loyalty. Finally, build and transform the tech ecosystems. Establishing scalable and adaptable technological platforms and partnerships ensures that the organization can support the transformed business models, customer experiences, and operations. This step is crucial for sustaining long-term growth and flexibility. After transforming customer experiences, turn to internal operations. Streamlining and improving operations ensures that the back-end processes support the enhanced customer experiences and new business models. This includes optimizing business processes and improving employee experiences.
  • 6. ? Operational Excellence Consulting. All rights reserved. 6 IDC’s Leadership Digital Transformation MaturityScape consists of five stages that represent a progression of increasing maturity of leadership’s capabilities and actions IDC’s Leadership Digital Transformation MaturityScape Source: Adapted from IDC Digital Skeptic Digital Experimenter Digital Competitor Digital Leader Digital Disruptor Leadership is unaware of or skeptical about digital transformation. Digital initiatives are limited to isolated, reactive projects driven by traditional market analysis. Business outcome Business struggles to compete. Leadership has limited insight into how to use DX to impact employees, customers, and market experience. Leadership allow limited- scope DX initiatives; DX is driven from bottom up and focused on using digital technologies for specific customer needs. Business outcome Business delivers limited DX-driven customer experiences but products/ services are inconsistent and poorly integrated. Leaders cannot scale success. Leadership seeks top- down culture change for DX goals. DX vision is enterprise-wide and leverages digital technologies to maintain parity with competitors. Business outcome Leadership provides enterprise-wide approach to DX that maintains competitive parity Leadership and organizational culture mirror continuous evolution of DX vision to deliver digitally enabled product/service experiences on a continuous basis. Business outcome Leadership consistently evolves DX to meet changing market needs and conditions based on ecosystem vision and cultural adaptability. Leadership are disruptive visionaries in the use of new digital technologies and business models to affect markets. Business outcome Innovative DX-driven business models drive omni-experiences to their markets. Ecosystem awareness and feedback fosters organizational culture, goals and projects. Optimized Managed Repeatable Opportunistic Ad Hoc
  • 7. ? Operational Excellence Consulting. All rights reserved. 7 Gartner’s Digital Transformation Framework enables CIOs and other business leaders to build a successful digital enterprise Gartner’s Digital Transformation Framework Source: Adapted from Gartner STEP 6: Create New Digital Business Capabilities STEP 1: Create the Right Mindset and Shared Understanding STEP 2: Put the Right Leaders in Place STEP 3: Launch a Digital Business Center of Excellence STEP 4: Formulate Digital Strategy to Respond to Opportunities & Threats STEP 5: Find, Develop & Acquire Digital Business Skills & Roles Six-Step Digital Transformation Framework
  • 8. ? Operational Excellence Consulting. All rights reserved. 8 Accenture’s Digital Business Strategy Framework addresses the issues, decisions, actions and investments required in creating a digital business Accenture’s Digital Business Strategy Framework Source: Adapted from Accenture Digital Operations & Platforms Information & Applications Vision, Opportunities & Outcomes Digital Products, Services & Offerings Innovation & IP Customer Experiences & Workforce Abilities Operating Model & Future of Work Digital Ecosystem & Business Process Business Model Operating Model
  • 9. ? Operational Excellence Consulting. All rights reserved. 9 Deloitte’s Digital Industrial Transformation Framework begins with strategy, which is carried through to redesigning talent models, transforming processes and retooling technology Deloitte’s Digital Industrial Transformation Framework Source: Adapted from Deloitte Strategy Business model Operating model Capabilities People, process and technology AGILE MINDSET CUSTOMER SUCCESS DIGITAL ADOPTION 1. What is your winning aspiration? 3. What capabilities are needed to win? Which are new versus existing? 5. What business processes, technology, and management systems are required to win? 2. Where do you choose to play, and how will you win? 4. How should capabilities be configured? Where should they be executed? Who has ownership and decision rights?
  • 10. ? Operational Excellence Consulting. All rights reserved. 10 PwC’s Digital Transformation Framework is built on Industry 4.0 (Fourth Industrial Revolution) as the heart of digital change and incorporates data and analytics as the core capability PwC’s Digital Transformation Framework Multilevel customer interaction and customer profiling Industry 4.0 Big data analytics and advanced algorithms Smart sensors 3D printing Mobile devices IoT platforms Location detection technologies Advanced human- machine interfaces Authentication and fraud detection Augmented reality/wearables Cloud computing Source: Adapted from PwC
  • 11. ? Operational Excellence Consulting. All rights reserved. 11 Cisco’s Digital Transformation Framework: Comprehensive Connectivity, Security, Automation, and Analytics Cisco’s Digital Transformation Framework Source: Adapted from Cisco Data & Connectivity Developer Environment Digital Solutions Cisco Digital Architecture Partner Ecosystem 100 1010
  • 12. ? Operational Excellence Consulting. All rights reserved. 12 Cognizant’s Digital Transformation Framework defines four common elements that apply to most companies making digital change in both the B2C and B2B markets Cognizant’s Digital Transformation Framework Source: Adapted from Cognizant Digital Transformation Framework Digital marketing Omni- channel Customer insight Customer- centric & standard platforms Agile approaches to work Anytime, anywhere, any device Connected products Pay per use Predictive usage Digital collaboration & innovation Digital skills & virtual workforce Dynamic partner ecosystems Digitize the customer experience Digitize products & services Digitize the organization Digitize operations
  • 13. ? Operational Excellence Consulting. All rights reserved. 13 Based on the BCG Strategy Palette concept, companies can adopt five different approaches when dealing with environmental changes in the digital age The BCG Strategy Palette Source: Adapted from BCG ADAPTIVE I can’t predict it, and I can’t change it. CLASSICAL I can predict it, but I can’t change it. SHAPING I can’t predict it, but I can’t change it. VISIONARY I can predict it, and I can change it. RENEWAL My resources are severely constrained. MALLEABILITY UNPREDICTABILITY High Low High Low H A R S H N E S S High Low
  • 14. ? Operational Excellence Consulting. All rights reserved. 14 McKinsey’s Digital Transformation Framework, called the ‘4Ds of Digital Transformation’, consists of the phases of Discovery, Design, Deliver and De-risk McKinsey’s Digital Transformation Framework Source: Adapted from McKinsey Quarterly, 2017 Discover Design Deliver De-Risk Discover: Shape digital ambition, strategy and business case based on insights Design: Reinvent and prototype new capabilities and breakthrough journeys as part of a program Deliver: Activate an ecosystem to rapidly deliver at scale Re-risk: Structure the change program, resources and commercial model to reduce operational and financial risk
  • 15. ? Operational Excellence Consulting. All rights reserved. 15 The Digital Transformation Compass provides step-by-step guidance for business leaders to steer the course of a digital transformation journey Digital Transformation Compass Source: Adapted from Westerman et al., 2014 Mobilize Focus Sustain Frame Build awareness Know your starting point Craft a vision and align top team Translate your vision into action Build your governance Fund the transformation Signal your ambitions Earn the right to engage Set new behaviors and evolve culture Build foundation skills Align incentives and rewards Measure, monitor and iterate Mobilize Focus Sustain Frame
  • 16. ? Operational Excellence Consulting. All rights reserved. 16 The Four Levels of Digital Maturity evaluate how companies are reacting to technological opportunity based on two evaluation dimensions – ‘Digital Intensity’ and ‘Transformation Management Intensity’ The Four Levels of Digital Maturity Digital Intensity Beginners § Management skeptical of the business value of advanced digital technologies § May carry out some experimentation § Immature digital culture Transformation Management Intensity Conservatives § Overarching digital vision exists, but may be underdeveloped § Few advanced digital features, though traditional digital capabilities may be mature § Strong digital governance across silos § Taking active steps to build digital skills and culture Fashionistas § Many advanced digital features (such as social, mobile) in silos § No overarching vision § Underdeveloped coordination § Digital culture may exist in silos Digirati § Strong overarching digital vision § Good governance § Many digital initiatives generating business value in measurable ways § Strong digital culture Source: Adapted from MIT Center for Digital Business and Capgemini Consulting
  • 17. ? Operational Excellence Consulting. All rights reserved. 17 The Design Thinking Framework is a human-centered, creative problem-solving process of discovery, ideation and experimentation that forms the backbone of digital transformation Design Thinking Framework Source: Adapted from Stanford University d.school Learn about the audience for whom you are designing, by observation and interview. Who is my user? What matters to this person? Create a point of view that is based on user needs and insights. What are their needs? Brainstorm and come up with as many creative solutions as possible. Wild ideas are encouraged! Build a representation of one or more of your ideas to show to others. How can I show my idea? Remember: A prototype is just a rough draft! Share your prototyped idea with your original user for feedback. What worked? What didn’t? EMPATHIZE DEFINE IDEATE PROTOTYPE TEST
  • 18. ? Operational Excellence Consulting. All rights reserved. 18 The Business Model Canvas is an important building block that facilitates the designing of new business models in a digital transformation process Key Partners Key Activities Value Propositions Customer Segments Key Resources Cost Structure Revenue Streams Customer Relationships Channels Source: Adapted from Strategyzer Business Model Canvas
  • 19. ? Operational Excellence Consulting. All rights reserved. 19 Customer Journey Mapping is a method of documenting and visualizing the experiences the customers have with your organization with the intention of improving these interactions Customer Journey Mapping ILLUSTRATIVE Customer Actions Activity Phase Touchpoints Thinking Feeling Backend Processes Enter Starbucks Find Seat Buy Coffee Wait for Coffee Drink Coffee Look at café surroundings Entrance / Posters / Signages § Am I entering the right place? § Is the air-con cold enough? Walk towards counter Café space § Can I find seats? § Is there a long queue? Queue at the counter to be served Ordering Counter / Wall Menu Display § Which coffee do I want? § How much does it costs? Payment process (cash / membership card / mobile app) Seat at the table Seat § Is the seat taken? § Coffee done just right. Yummy! J Clearing the tables Wait at the counter Collection Counter § How long do I have to wait? § Is the coffee order correct? Brew the coffee + -
  • 20. ? Operational Excellence Consulting. All rights reserved. 20 Operational Excellence Consulting is a management training and consulting firm that assists organizations in improving business performance and effectiveness. Based in Singapore, the firm’s mission is to create business value for organizations through innovative design and operational excellence management training and consulting solutions. For more information, please visit www.oeconsulting.com.sg
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