Digital Mastermind playbook
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Digital Mastermind provides a holistic framework for navigating the digital transformation journey. It introduces the Digital Mastermind Playbook, which outlines key actions and strategies for ensuring a successful digital transformation. The Playbook is not a script or checklist, but rather a series of "plays" that can guide an organization through various transformation stages. Digital Mastermind aims to bring together best practices from different industries into a cohesive model for combining new technologies and becoming future ready.
Digital Mastermind playbook
- 1. Digital Mastermind A Holistic Framework for Navigating the Digital Transformation Journey
- 2. Together, we can each fast forward to a successful digital transformation. —— Dr. Howard Liang Chairman of the Open ROADS Community *ROADS stands for Real-time, On-demand, All-online, Do-It-Yourself, and Social.
- 3. The Open ROADS Community is initiated by Huawei, and brings together leading voices from across industries to answer the questions posed by the transformation to digital business. Experience Driven Digital Transformation
- 4. Over the past 18 months, the Open ROADS Community has brought together leaders from many indus- tries to jointly develop and share best practices in digital transformation. Applying novel business models and methodologies, we have together created new transformation solutions ideally suited to our Com- munity’s needs. The Digital Mastermind Playbook is one of the best examples - it is an introduction to the collection of actions and strategies leaders need to ensure their digital transformation initiative is successful . It isn’t a script, or a to-do list; think of it as a series of ‘plays’ that you can coach your team through various stages of transformation. We hope you will find it interesting and, above all, useful. We will continue to refine this playbook through continued practical application, so if you have comments (or better ideas!), please do let us know. ——Trevor Cheung Chief Operating Officer, Open ROADS Community
- 5. Let’s start the journey Have you… …articulated your Digital Transformation vision and ambition? ... painted a clear picture of where you stand today and what the opportunities are? ... identified the value streams that will form your continuous transformation roadmap? ... defined what success looks like and how your organization is tracking?
- 6. Prof. Mark Skilton Digital Mastermind is trying to bring together the mastery of best practices from different industries into one cohesive model. How to combine new technologies? How to become future ready? Digital Mastermind gives you that. Professor of Practice Information Systems Management and Innovation, Warwick Business School
- 7. D I G I T A L M A S T E R M I N D Vision and Ambition Digital Operations Realisation Design Thinking Maturity Gaps Open Digital Maturity Model Empathy Opportunities Key Results Balanced Digital Scorecard Transformation Framework Value Streams ROADS Principle Architecture Thinking Agile Methodology Next Generation Enterprise Model Business Model Canvas Business Motivation Model a b
- 8. Vision and Ambition Knowledgeof YourEndCustomer Business Ambition Brand Ambition Digital Operations Realisation CustomersEmployees and Channels Design Thinking • • • Maturity Gaps Open Digital Maturity Model • • • • • • Empathy Opportunities ROADS Principle Architecture Thinking Agile Methodology Key Results Digital Capabilities Legacy Capabilities Value Stream MODULAR PRODUCERSUPPLIER ECOSYSTEM DRIVER ImproveBrandValue Analyze and synthesise observations and information Frame the transformation problem statements Design customer and employee journeys Identify pain points and moments of truth Strategic Dynamism Digital Culture, Talent and Skills Optimal Customer Experience Data Centricity Service Innovation and Optimised Delivery Digital Technology Leadership OptimiseChannel&Employee Performance Better Customer Experience Better Employee Experience New Products & Services New Business Models Faster Time to Market Greater Profitability Business Design OMNI-CHANNEL Where do you want to be, what is the value you want to create, and what does your brand and business ambition allow you to achieve without overstretch. Multi-mode Operating Models Enterprise and Ecosystem Next Generation Enterprise Model Business Model Canvas Business Motivation Model Combine legacy and digital capabilities with the ROADS Principles to identify and prioritise the value streams, supporting capabilities and workstreams, that will make up your continuous transformation roadmap. Using digital transformation, how far can you credibly stretch your vision with your brand ambition. Does your brand ambition support your vision credibly without overstretching your brand promise. Define meaningful and actionable problem statements that need to be prioritised and solved. Improve Customer Experience • • • • • • • Where are you today, and what maturity levels are necessary (for your chosen model)? Balanced Digital Scorecard Your Digital Strategy
- 9. Which segment are you in now? During our London meeting, our members completed a short survey. 52% of companies said they were in an Omni-channel player role now. Only a few of them recognized themselves as “Ecosystem Driver”. Source: Open ROADS Community London Meeting, November 2016. (Survey sample of 62 senior executives) Where will your company be in the next two to three years?
- 10. KnowledgeofYourEndCustomer Know:Identity,purchasehistorywithyour company&otherfirms,andconsumergoals Business Design MODULAR PRODUCER PartialComplete Value Chain Who controls key decisions like brand, contracts, price, quality, participants, IP & data ownership, regulation Ecosystem ‘Own’ customer relationship Create muti product customer experience to address life events Customer chooses channels Integrated value chain Sell through other enterprises Potential for loss of power Core skills: low cost producer, incremental innovation Plug and play product / service Able to adapt to any ecosystem Constant innovation of product/service ECOSYSTEM DRIVER SUPPLIER OMNl-CHANNEL Using the MIT Sloan Next Generation Enterprise model, companies can establish an aspiration, in the context of what the business and brand ambition allows, and from their current starting point. Become the destination in your space Add complementary and possibly competitor products Ensure great customer experience Customer data from all interactions Match customer needs with providers Extract ‘rents’ ・ ・ ・ ・ ・ ・ ・ ・ ・ ・ ・ ・ ・ ・ ・ ・ Vision and Ambition
- 11. Jerry Smith For digital transformation to be successful, the business ambition must fully manifest itself in both the brand as well as the transformed operational capabilities of the enterprise. COO, Ogilvy Asia Pacific
- 12. Employees and Channels Customers Brand and customer equity is built by connecting the enterprise to the customer through transformed employee, sales and delivery channels; ensuring superior customer experiences. Enterprise & Ecosystem performanc Usedigitaltoenhance thecapability and annel&Em eofyour OptimiseCh development,salesanddeliverychannels ployeePerformance Usedandand engthen igitaltostr veengage impro yourbr BrandValue ment ImproveBrandValue Improve Customers Experience Use digital to drive your operational effectiveness to ensure your brand promise is met Your Digital Strategy
- 13. Saiful Hidayat · Benchmark across industries · Adopts open source principles · Best practice from industry organizations and institutions · Quality management through accreditation · Future-looking framework and metrics Group Transformation Project Director, Telkom Indonesia Why ODMM is right for Telkom Indonesia ?
- 14. Digital Vision Business Agility Finance and Investment Model V2R9 08/2017 The Open Digital Maturity Model uses a collection of best-in-class indicators identified by industry leaders within the Open ROADS Community. Using specific key performance indicators across six key organizational dimensions, the model defines the shape of your current digital business capabilities, and identifies maturity gaps. Maturity Gaps Strategic Dynamism Digital Culture, Talent and Skills Data Centricity Service Innovation and Optimised Delivery Technology Leadership Digital Open Digital Maturity Model Customer Experience Optimal Team Agility Mindset, Learning and Development Digital Workplace Customer Centricity Experience Governance Brand Vigilance Data Strategy & Governance Data Valorisation Data Exploitation Service Innovation Optimised Delivery Digital Foundational Technology Digital Technology Operations Digital Technology Adoption & Governance
- 15. Steve Jobs Design is not just what it looks like or feels like, design is how it works. Former CEO of Apple
- 16. Empathy Opportunities Design Thinking Define meaningful and actionable problem statements that need to be prioritised and solved. Analyze and synthesise observations and information Frame the transformation problem statements Design customer and employee journeys Identify pain points and moments of truth
- 17. (Amazon CEO Jeff) Bezos saw business architecture as a strategic variable, not a given. BORGES' MAP Navigating a World of Digital Disruption Philip Evans and Patrick Forth Boston Consulting Group (http://digitaldisrupt.bcgperspectives.com)
- 18. Receive Insight or Suggestion for Planning Understand the Root Cause Digital Operations Realisation ROADS Principle Architecture Thinking - Example of Customer Service Operations Customer Journey Value Stream 1: Proactive Problem Resolution Issue Resolved before Taking Further Actions Receive Alarm Use Unified Portal to Monitor Performance and Usage of All Products Value Stream 2 CMO Trigger Service Monitor and Visualisation Service Problem Analysis Customer Notification Management Customer Problem Correction and Recovery Maturity Gaps Business Capabilities Value Goal Reduce Propensity to Call (Complaint) CTO / Head of Engineering Trigger Value Goal Up/Cross Sell Employee Journey Real-time On-demand Do-It-Yourself SocialAll-online Customer Moment："Intelligent Monitor + Alert" ROADS Experience Enablement Proactive & Personalized Recommendation
- 19. From The Open GroupFrom Scrum Alliance Agile Methodology Is a way of work which allows product creators to easily adjust to user needs by an iterative and incremental approach. Business Capability Ability to orchestrate information, applications, technology and people to perform a specific function. From The Open Group Value Stream A sequence of activities an enterprise undertakes to deliver on a customer request. From The Open Group
- 20. Capabilities a Value Stream Prioritise and Synchronise Capabilities into required Value Streams Step 2Step 2 Capabilities Capabilities a b c d e f l ih h a b c d e k g m Step 1a Rank Capabilities according to Maturity Gaps Define customer / employee journeys and enabling capabilities with Design Thinking Step 1b Digital Operations Realisation Agile Methodology Customer & Employee Journey
- 21. The Digital Mastermind Delivers Four Key Benefits Treats enterprise vision and ambition as the overarching reference to bring about the value the enterprise requires. 1 Prioritizes opportunities in precise financial terms to enable well-informed investment decisions with clear accountability. 3 Fully embraces the Customer Journey design to ensure that the ROADS experi- ence is delivered . 2 Tightly interconnects the Employee Journey to the Customer Journey to maximize internal and external engagement. 4
- 22. Key Results Better Customer Experience Better Employee Experience New Products & Services New Business Models Faster Time to Market Greater Profitability Success. Measured. Executing any of these strategies involves embarking on a number of empathy exercises, maturity assessments and capability synchronization. Of course, this Playbook doesn’t spell out each of them. If you have decided it is time to put your digital transformation plan into action, you can contact us for more information and suggestions for your next steps.
- 23. The Open ROADS Community would like to thanks the following individuals for their support in the development of the Digital Mastermind framework: Additionally, the Community would like to recognize the participation of the following member organizations: Jerry Smith, Ogilvy Jonathan Hopkinson, Huawei Peter Lam, Hong Kong Telecom Saiful Hidayat, Telkom Indonesia Tony Chen, Huawei British Telecom Deutsche Telekom Etisalat Hong Kong Telecom Huawei Ogilvy Orange STL Telefonica Telkom Indonesia Warwick Business School First Edition(2017.09) | Chief Editor: Delia Deng | Editor: Angela Chou, Chloe Wong , Daisy Huang, Shelin Mei
- 24. For further information, please contact: [email protected]
- 25. All Rights Reserved © Open ROADS Community Scan the QR code to visit www.openROADScommunity.com