7 Tips for Successful Transformations

1. Plan comprehensively; have a robust Transition Plan. Choose quiet periods, offer dedicated support, have readiness planning & reviews.

2. Change Management is vital.  If nothing else have a strong comms programme.

3. Fit with new business processes.  Don't have old wine in new skins!

4. Training Analysis: who needs to be trained, what type/medium of training?

5. Then do the training, select & train Super Users to act as champions/mentors.

6. Have pilot schemes to test, debug, learn and build confidence.

7. Phased roll-outs, not big bang.  Big-bangs are difficult to plan and can rarely be pulled off. Getting really everyone and everything ready at the same time is a near impossible task.

7 Factors for a Successful Service Proposition

Gleaned from experience:




1.  Good revenues: in many industries the underlying revenue driver is the number of people doing Service operations, as people costs dominate and specialist skills can be charged for.
2.  Creating value: you will be doing a high value-added activity, creating value by solving a Customer’s particular problem, and doing it better than they could themselves.
3.  Competitive advantage: using your technology or know-how, you will be doing  the activity better than your Customer/competitors.
4.  Key IPR: your IPR crown jewels is your ‘proven’ cost model – competitors can only speculate how much it costs if you have genuine competitive advantage/superior know-how.
5.  ‘Product/Technology’ performance: the asset/product/technology behind the Service only has to be just good enough!  (Inferior technology could very credibly win the overall service offer).
6.  Service design focus: for competitive pressure and service-focused outlook, should organisationally separate the service and embedded product bidding teams if considering using in-house technology.
7.  Create value through a ‘balanced’ service offer: a competitive Service needs to have a good balance of technical, usability, commercial and financial strength, creating value to the Customer in each of these areas.