Challange

A leading multinational engineering and technology firm embarked on a transformative journey to enhance its operations through a customer-centric approach. Faced with significant operational complexity, the company struggled with fragmented processes that were highly dependent on individual employees, leading to inefficiencies, stress, and a lack of agility.

With digitalization largely absent, these challenges were compounded, making it difficult for the organization to innovate. While eager to push forward with new technologies and systems, they lacked the stable operational foundation necessary for sustainable transformation.

Approach

•  The project involved collaboration with key stakeholders responsible for experience design and customer insights. An operating model blueprint was developed, integrating customer journeys with the company's people, processes, and technology.

•  The four-phase operating model framework-Aware, Stableise, Optimize, and Innovate-was applied to assess the current state. It became clear that the company aimed to implement new systems prematurely, without first establishing a stable operating model. Given the low operational maturity, the focus shifted to stabilization before advancing to innovation.

•  Operating Model Blueprint: Customer journeys were mapped and connected to operational processes and technology. Over 100 opportunities for improvement were identified, with 32 prioritized for quick implementation, emphasizing stabilization to avoid "digitizing chaos."

• Leadership Alignment & Journey Mapping: Key opportunities were captured during journey mapping sessions and presented in a structured format. Leadership agreed on the roadmap, focusing first on stabilization.

• Coaching for Implementation Readiness: Coaching sessions revealed a lack of team confidence due to previous transformation efforts. Concerns about overload and skill gaps were addressed

•  Change Management & Employee Engagement: Informal engagement sessions with the implementation team helped address concerns and improve transparency. Leadership clarified the purpose behind the transformation.

• Governance & Soft Skills Development: Governance structures were created to protect stabilized processes. Teams evaluated initiatives based on understanding, feasibility, and cross-functional impact, while soft skills development was emphasized.

Results

The organization successfully recalibrated and prepare for agile implementation workshops, ensuring full team alignment and readiness. Concerns about overload, engagement, and skill gaps were addressed, leading to improved confidence across teams. The company established a stable foundation, setting the stage for sustainable transformation and future innovation, with clear governance and improved employee engagement.