Catalyst 2018 - TM Forum...From collecting digital ideas to a digital target operating model to an...

© 2018 TM Forum, Detecon International GmbH, Concentra Consulting Limited, The GC Index® | 1

Catalyst 2018Digital Organization & Culture Transformation


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

Agenda


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


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


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


From collecting digital ideas to a digital target operating model to an innovative IoT organization

T-Systems Digital Division Success Story


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


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


Market Environment

Business Models

Products / Services

Customer Journeys

Strategy Layer

Transformational Mindset

Diversity of Individual Contribution Collective Impact

Cultural Layer




Data Layer


& RolesCapabilities

Data Layer

Data Layer

Data Layer

Dig

ital

Mat

uri

ty A

sse

ssm

en

t


Dig

ital

Mat

uri

ty A

sse

ssm

en

t


Market Environment

Business Models

Products / Services

Customer Journeys

Strategy Layer



Cultural Layer



Organization

The strategic layer is backed by detailed data-driven analysis of organizational impact


Organization


Processes

New capability for designing new digital processes and quantifying their organizational impact


Processes


Governance and Roles

Governance mechanisms, roles and responsibilities can be aligned in an efficient yet agile manner


Governance & Roles

A Accountable

RA Responsible and Accountable

C Consulted

R Responsible

Informed


Capabilities

Addressing capabilities is essential for success. Letting go of the old is as important as embracing the new


Capabilities




Dig

ital

Mat

uri

ty A

sse

ssm

en

t


Dig

ital

Mat

uri

ty A

sse

ssm

en

t


Data Layer

Market Environment

Business Models

Products / Services

Customer Journeys

Strategy Layer

Data Layer


& RolesCapabilities


Data LayerData Layer



Cultural Layer


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


Digital maturity increased significantly across both phases

TM Forum Digital Maturity Model In Action


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







Ecosystem

management






Technology









Standards &

governance

Smart & adaptive













Agile governance


Strategy

Technology

Applications

Operations

Customer








Ecosystem

management






Technology









Standards &

governance

Smart & adaptive













Agile governance


Strategy

Technology

Applications

Operations

Customer



Customer

Major digital maturity improvements

Strategy

Initial Assessment

Phase 1


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


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 | 18© 2018 TM Forum | 18

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