biz transformation

8/13/2019 Biz Transformation

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Business Transformation and Innovation


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Context for Change

Organisations need to constantly evolve andadapt to their external environment in orderto survive.

The effectiveness of an organisation is alwaysrelative to the current context of operation,

and the transformation needed in strategies, processes, behaviours, workstyles,infrastructure and places to create smarterand more sustainable operations.

Capita Symonds Business Transformation and

Innovation Consultancy team can help youcreate positive ripples of change within yourorganisation that ensure the complex eco-system of transformation remains healthyand vibrant.

Neil McLocklinTransformation DirectorPassion improving peoples lives Expertise strategic transformation


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Climate for Change

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24/7 society

Cost effectiveintegrated services

Localisation andglobalisation

Social responsibility

Informed andempoweredcustomers

TRENDS

Ageing population

War for talent

Diversity

Virtual organisations

Speed of innovation

Government targets, policies, and reviews

Regulation

Taxation

Public SectorBorrowing andSpending Reviews

The Green Agendasupported by all

political parties

Credit crunch

Recession Pressure on central and

local funding generally

Delivery of moreservices with lessbudget

CUSTOMER NEEDSECONOMIC CLIMATEPOLITICAL FACTORS


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Vision for Change

"Vision without action is merely a dream. Action without vision just passes the time.Vision with action can change the world."

Joel Barker Academic and futurist


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Making it happen Transforming Vision

Visioning is about knowing where you want to get to.But, it is worth little unless it is grounded in a sharedand common understanding within the organisationof what it really means, along with plans of why andhow the organisation is going to get there

Making it happen requires leadership at all levels of theorganisation, from the empowering CEO to the empoweredcontact centre agent who can bend the rules to satisfy the needsof a customer because they understand that their action is

consistent with the vision for the organisation.

Vision) + Make it happen) = Transformation

Peter JonesAssociate DirectorPassion sustainable changeExpertise people engagement &transformational change

Engagement with managers, staff, partners, suppliers and other stakeholders is critical to makingthe transformation happen, along with the necessary investment in infrastructure, processes and

people development.


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The Transformation Journey

Every day you may make progress.Every step may be fruitful.Yet there will stretch out before you an ever-lengthening,ever-ascending, ever-improving path.You know you will never get to the end of the journey.But this, so far from discouraging, only adds to the joy and glory of the climb.

Winston Churchill


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Transforming Strategy

What is the Right Thing to do for your organisation?

What is the story you can align the organisation behind toenhance effectiveness?

It is always tempting to apply the norms of business practice, by looking for benchmarks or applying the latestthinking to your organisational challenges. However, theright strategy for you may not be the MBA BusinessSchool one. It may not be the one that peer or competitororganisations are embarking on.

Renata DrinkwaterDirectorPassion better services, bettervalue, better outcomesExpertise strategic change

It will be the one that recognises what is possible within your organisation having consideration for constraints and capabilities. It is often different from the path that has been followed in the past, but needs to build upon the experience and learning of the journey to date.

Consider the past but look to the future


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Transforming Strategy

The past provides the biggest constraint ontransformation but gives the organisation thestrength and confidence it needs to make thenecessary changes in the present and the future.

The future presents the organisation with manyopportunities which can necessitate transformation into a very different form, and it is often difficult to

prioritise or see the wood for the trees.

Focus on the right implementable vision and aligningthe organisation behind it is no easy task.


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Transforming Processes

We have always done it this way or We do our best,but never quite meet our targets are familiar soundbites amongst organisations.

Transforming processes means ensuring alignment ofthe value chain of each operation to the overall businessstrategy. What does this particular process contribute tothe overall objectives and what are the levers that canbe used to enhance the effectiveness of the processthrough re-engineering, people development, innovationand simplification?

Richard McWilliamsDirector of Innovation & ResearchPassion improving performanceExpertise aligning process toperformance

Processes are very different across sectors and within organisations, but, as examples, there are acouple that are universal and great tools to enhance organisational effectiveness:

Performance managementProject management


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Performance ManagementMost organisations have some form of performancemanagement but too often it is seen as a process to gothrough rather than being embedded in the heart of theorganisation driving positive new behaviours.

Project ManagementWhether it is a big IT system or capital project, orthe implementation of an idea to enhance teamworking in the office, all projects need to go

though a similar process to achieve the desiredoutcomes. This is another process that can oftenonly attract lip service with the result that peoplewonder why the organisation has failed to deliverbenefits.


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Transforming Infrastructure

The transformed business typically requires an infrastructure that not only aligns with the new visionbut encourages and supports this change. This is not a single element in isolation; rather, it is thecombination of aligned incentives, well managed people development, robust enabling technology,dynamic real estate and a transformation approach that actually realises the anticipated benefits.

This is why a co-ordinated approach to change is so essential; ensuringthat vision and objectives are aligned for all those involved, whether itbe a combination of staff teams or multi agency partners.

Consultation is critical; technology provides the solution but people arethe formula for success.

Innovative approaches may be required to share services and

infrastructure. ICT systems need to be safe, secure, user friendly andcapable of meeting all the demands of the business. Buildings need tobe fit for purpose and may combine office accommodation with service

provision; consider for instance, the benefits of one building housingsocial services, education and health and well-being.


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Transforming Places

Place of work is a significant factor in any operation.Technically more and more operations can be locatedanywhere being less tied to the factors of production of theindustrial age. However, new age organisations are waking upto the fact that location is becoming an even more important

factor in competitive advantage or customer service. Aligningyour organisation with the location demographics of yourcustomer base or to access the right skills at the right place are

fundamental to business success.


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Transforming Behaviours

The way you relate to visitors, the way you conduct meetings,the dress code of the organisation, the way the telephone isanswered, the way stories are told within organisations, theteam dynamics and inter-team relationships are just some ofthe things that can have a ripple effect in terms oforganisational performance.

The key to living the vision is through engagement with staffthrough raising awareness, developing understanding andinvolving people in the change so it perpetuates the ripplethrough the organisation to create sustainable transformedbehaviour.

The behaviour also can exhibit many indirect impacts,including the first impressions it conveys to potential business

partners or new recruits.

Matt JamesConsultantPassion improving businessefficiencyExpertise research & analysis oftransformation processes & solutions.


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Transforming Workstyles

The concept of work has been changing no longer a 9 to5routine going to the office. Business Transformation will delivermajor improvements in performance. In order to do this, itrequires a step change in either the business model of anorganisation or its operational delivery model. This requires anunderstanding of how people need to work in the future officebases, in the field, flexibly or home based and then ensuring

the operational delivery model supports them from a peoplemanagement perspective, a process perspective, ICT and placeof work.


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Transforming Customer Service

Customer Service: the first and last thing your organisation will be judged upon.

So why do organisations find it so difficult to get it right?

Usually the approach to the customer has not been integrated

around a common process or set of behaviours within theorganisation or if it has then the approach is stuck to with anunwavering dogma which resorts to the computer says noresponse to every non standard request.

Kevin LaneSenior ConsultantPassion improving service experienceExpertise people engagement &process change

It is well known that how you deal with a complaint can be the most powerful representation of yourvision and values. In fixing a problem you can ensure a customer stays with you for life and new

customers hear about your willingness to put things right and provide excellent service.

Transforming customer service depends on the alignment of the people to the organisational valuesand good processes, infrastructure and measures to support the customer, rather than thesatisfaction of the organisations internal demands. The latter will come right if the former isaddressed.


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Sustainable Transformation

The future of the environment and the need to ensure operations are sustainable is acritical concern to us all. The UK Government has placed the issue of the environmentand climate change at the top of its agenda and there will be legislation that will placeobligations on organisations in respect of sustainability .

Reduced Carbon footprint

Reduced use of paper

Reduced waste increased recycling

Reduced energyutilisation

Reducedenvironmental impact

Use ofenvironmentally

friendly materials


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Transformational Benefits;Realisation and Funding

Transformation can be perceived as a costly business due to the up front investment sometimes neededto realise future savings. Therefore, creating rigour around the benefits realisation is critical to ensurethe return on investment is realised within an acceptable timescale. Whilst there is funding available tosupport transformation, it can be difficult and time consuming to keep track of funding opportunitiesand the requirements they place on solutions. We can assist; for example, in our partnership withBlackburn with Darwen BC we have attracted 30m of external funding in the first four yearsby working together in this way.

The approach to benefits mapping and business case development starts with the setting of the vision. Acknowledging the need to set achievable targets and delivery timescales is essential for success. Usingtried and tested models around change along with proof of concept pilots to build confidence of the do-ability of any transformation is the way to justify investment and realise benefits.

We will share our knowledge with your internal Funding Opportunities team to ensure all opportunities

are identified. In addition, our programme management methodology will track the savings beinggenerated from transformation projects, allowing real visibility of the current and future fundingsituation.

Where more technical financial management is required we can also supply capability from one of ourCapita Group companies, Sector, that specialise in treasury management and capital finance.


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Transformation and Innovation

A transformed organisation is also an innovative organisation.

Built upon a track record of promoting and commercialising the innovation within our organisation wehelp our clients:-

Research markets, trends, and technologiesEvaluate investment opportunities, including sources of funding and business models for

exploitationStimulate, recognise and embed continuous improvement and even radical thinkingProject manage research and development activitiesDevelop revenue streams from their existing and new intellectual capital Generate savings through tax credits.


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We believe

Transformation is everyones business - whatever your leadership role; whether it be of acountry or an organisation, building the aspiration in others (whatever their position in theorganisation) to be leaders every day in promoting and delivering change and improvementis part of transformation.

Transformation is needed in all sectors ofthe economy and all organisations. The

private sector may focus on profit, the public sector on improving services, thenon-for profit sector on supporting theirmission goals It may look different onimplementation, it may have differentdrivers instigating the initial journey of

change, but it is transformation all thesame.


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Our transformational propositions

Transforming Vision

Transforming Organisational Strategy


Transforming Infrastructure

Transforming Places

Transforming Behaviours

Transforming Workstyle

Transforming Customer Services

Transforming Innovation into Action.


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Our work includes clients from

London Borough of LewishamBirmingham City CouncilSheffield City CouncilSwindon Borough CouncilBlackburn with Darwen Borough CouncilLondon Borough of BarnetSouthampton City Council

Westminster City Council AATNHSNHS DirectSwindon PCTDorset PoliceCarpmaels

AATHighways AgencyTechnology Strategy Board


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Our projects include

Capita Symonds has helped us tounderstand very complex issues andgiven us the confidence to move

forward on a truly transformational programme of where and how weworkPatrick WeirSwindonSwindon Borough Council & PCT Transformation

Client : Swindon Borough Council and Swindon PCTProject title : New Ways of Working Transformation Programme

For Swindon Borough Council we are managing the New Ways ofWorking Transformation programme introducing new ways of

working across the council including property rationalisation,multi agency and locality working, involving 1800 employees.


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A final word

... be the change you want to see in the world

Ghandi

For more information contact:

Neil McLocklinDirector, Business Transformation and Innovation07715 475 [email protected]

1 Proctor StLondon, WC1V 6DW
mailto:[email protected]:[email protected]

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