Digital transformation requires companies to build process platforms that weave a digital thread through their organizations and value chains. Successful process platforms will allow for the coordination of resources across internal and external groups, enable the easy change of business behaviors and policies, and track business performance over time. As work becomes more dispersed, these platforms are needed to help share knowledge and coordinate work, especially in industries with high employee turnover. The new frontiers for digital work include system-recommended decisions, open collaboration on tasks and processes, digital fieldwork, and customer involvement in company processes. Effective digital work platforms must be agile, measurable, open, collaborative, augment workers, use extensive models, offer packaging and implementation choices, and provide friendly tools with open instrumentation

3. Digital transformation and the
process platform imperative
PNMsoft webinar
30 November 2016
Neil Ward-Dutton
Founder, Research Director

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Digital disruption is real
ASDA, M&S,
Tesco, Sainsbury’s

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For established companies: four main perspectives
Employee
engagement
External
engagement /
experiences
Operations
Products,
Platforms,
Networks
ExternalInternal
People, Knowledge
Processes, Things
The power of
Digital: more
efficient
co-ordination
of resources
Strategy
leader
CMO
Comms
/HR
leader
COO

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Technology’s strategic value: building bridges
Boundaries
quickly
become
blurred…
everything is
connected
Employee
engagement
External
engagement /
experiences
Operations
Products,
Platforms,
Networks
ExternalInternal
People, Knowledge
Processes, Things

7. © MWD Advisors www.mwdadvisors.com 7
Corporate tech leaders’ expectations are changing
“We need ‘test-
and-learn’
platforms”
“We need
bridging
strategies and
platforms to
harden
innovations”“Fail fast, scale
fast”
“We’re carving
out budgets
with different
spending
parameters”
“Bimodal is
useless”
“We can’t
accept
business-as-
usual”
Retail, utilities, travel/transport, CPG, insurance,…

8. © MWD Advisors www.mwdadvisors.com 8
The destination… and the journey
Instrumentation of
products,
services,
processes
Agility of services,
processes,
business models
Internet of
infrastructure,
products
Internet of
personal devices
Internet of
conversations
Internet of
applications,
platforms

9. Enterprise core
Service centres
Partner A
Partner B
Supplier X
Supplier Y
Success relies on “weaving a digital thread”
Enterprises and value chains
have been engineered to be
dispersed, flexible
Experiences
integrated across
venues, platforms,
channels, …
© MWD Advisors www.mwdadvisors.com 9

10. © MWD Advisors www.mwdadvisors.com 10
Good process platforms create digital threads
EXISTING SYSTEMS OF
RECORD, DATA,
APPLICATIONS
P E R F O R M A N C E A N A L Y T I C S
1
2
3
1
2
3
Sharing knowledge /
co-ordinating work
across teams,
departments, entities
Making it easy to
change behaviour,
policy etc
Tracking and
managing business
performance over
time

11. The corporate knowledge conundrum
Meanwhile…
 “Industries with 100% or more
average annual turnover include
most of retailing, food services,
trucking and call centres”
 …Now account for nearly 25% of
US workforce
© MWD Advisors www.mwdadvisors.com 11

12. High-turnover roles mean we need to do even more to help share knowledge, co-
ordinate work
Enterprises and value chains
have been engineered to be
dispersed, flexible
Experiences
integrated across
venues, platforms,
channels, …
© MWD Advisors www.mwdadvisors.com 12

13. © MWD Advisors www.mwdadvisors.com 13
New frontiers for the co-ordination of work and resources
 System-recommended
decisions, tasks and processes
 Open collaboration on tasks and
processes
 Digital fieldwork
 Bringing customers into
processes
 […]
Who?
When?Why?
How?
What?
Where?

14. © MWD Advisors www.mwdadvisors.com 14
Imperatives for Digital Work Platforms
Agility
Measurability
Openness Collaboration
Augmentation
Extensive
use of
models
Packaging
choices
Friendly
tools
Open
instrumentation
Implementation
choices

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