Wednesday, May 12, 2021

Unify to Plan and Integrate

What can be unifying is looking at each function in the enterprise as a subsystem and then finding a unified means of looking at the essence- modern digital organizations are not just the sum of functional pieces, but an integral whole.

The digital era upon us is people centricity, people are the most invaluable asset in any business. At the heart of digital, it is people and how to build a people-centric organization. Going digital is an evolutionary path of pursuing the next level of organizational maturity and collective human progress via empowerment and democratic meritocracy. 

To improve the organizational maturity, what can be unifying is looking at each function in the enterprise as a subsystem and then finding a unified means of looking at the essence- modern digital organizations are not just the sum of functional pieces, but an integral whole.

Encourage customers to co-design the products, services, and communities, to share the thought and feedback, to enhance customer responsiveness and satisfaction
: The digital era upon us is about people-centricity. Creating positive change and building a delightful working environment is a strategic imperative to embrace people centricity as a trend and build a high mature digital organization. You might produce the most-sophisticated- in-the-market products, but no one needs and buys it. That will waste the talent and resources. A customer empathy map provides the simplicity of selection, usage, and incredible reliability. It requires not just things to work but be delightful and innovative to improve people’s productivity and engagement. The journey is the path customers take; the journey is for awareness, the journey is for service received, and the journey is for retention, etc.

Engaging customers directly on an ongoing basis to see how their goals are changing is a good way to architect customer-centric organizations. Therefore, you have to put people- the customer and the employee at the heart of everything that you do as a business. That is a critical aspect of our future and a significantly underutilized competitive advantage. Technically, the key factors in Customer Experience may include products, prices, distributions, availability, convenience and branding, etc.

Inspire employees to make more contributions and drive a learning-doing continuum:
Nowadays, we live in an information-rich, knowledge-abundant, and technologically advanced society, knowledge work is more purpose-driven and self-management. Overly restrictive hierarchy will lose its steam as it perpetuates bureaucracy and causes stagnation. Expanding the boundary is about learning and gaining new knowledge continuously, being open to different thoughts, beliefs or alternatives to do things. Openness, trust, sharing, and collaboration are the new normal. It’s important to encourage the culture of learning and embed it into the business process and strategy seamlessly.

The effects of an increasingly digitized world are now reaching into every corner of businesses and every aspect of organizations. To improve business productivity and reinforce good behavior, it’s important to provide people with sufficient and updated information, navigate people through new experiences, expose them to additional data through those experiences, and do that purposefully. The key point is to understand the elements that interact with each other and build the environment to produce good behavior, design a delightful workplace with fully taking advantage of resources effectively and bringing fruitful innovation and top-notch business performance.

Revitalize the GRC Enforcement: Almost everything in an organization should have both management and governance as interdependent components, as governance needs to focus on effectiveness, to ensure business doing the right things, as management is about doing things right. GRC is not about a single role or reporting structure, as there are separate functions/roles. It’s imperative to enforce GRC practices at daily business activities such as iterative communication, and continuous improvement.

The governance mechanism needs to be well embedded in business processes to encourage desirable behavior. If it isn’t, the strategic planning of the business perhaps becomes a synonym for wishful thinking. Effective governance mechanism is a critical leverage point for the business to facilitate successful business functioning while ensuring there are adequate controls in place to operate responsibly in accordance with its business values and strategic goals.

Digital leaders today not just reactively look through and respond to the business ecosystem; they actually proactively plan and architect the digital landscape. It is useful to define the business as a system then look for or at its outcomes, learn from its historical roots, keep the lights on and make a long term plan for the future.


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