The Four Essential Pillars of Digital Transformation

The Four Essential
Pillars of Digital
Transformation
www.runmyprocess.com
A practical blueprint for going digital
By Dr. Ian Thomas and David Rosewell

Introduction•
Digital natives such as Spotify, AirBnB and
Uber have delivered more convenient,
responsive and engaging experiences for
customers – and often disrupted entire
industry business models while doing so.
As “digital natives” their intrinsic use of
digital technologies such as cloud, mobile
and analytics means that they continue
to evolve and scale at speeds that are
unthinkable for traditional organizations.
Over the last
decade a new breed
of digital company
has quickened the
tempo of business.
2.

David Rosewell
Head of Strategy, Change & Assurance,
Fujitsu Digital, EMEIA
David Rosewell helps organizations
achieve their business outcomes
in the digital world. His extensive
experience in the IT industry spans
business development, consulting, and
systems delivery across a variety of
sectors including government, defense,
utilities, retail and financial services.
Dr. Ian Thomas
Chief Marketing Officer,
Fujitsu RunMyProcess
Ian Thomas is a Fujitsu strategist and
thought leader, currently serving as
Chief Marketing Officer of Fujitsu
RunMyProcess. He also maintains
a role as a Strategy Director within
Fujitsu’s Global Software Center.
As more people, systems and things become interconnected, so the
scope to create new and novel digital value chains rapidly increases.
Understanding the impact of these changes and successfully evolving
to avoid or exploit disruption is therefore critical to survival. But while
there is a broad recognition of the dangers of inaction there is also
much confusion; a recent landmark survey by Fujitsu1
found that this
lack of clarity results in two in three digital projects being considered
a gamble.
C-level executives cited a number of roadblocks that were driving
this feeling, such as a lack of alignment on digital priorities, difficulties
integrating with existing infrastructure and processes, and a perceived
lack of relevant skills. Together these issues have led to a broad
range of digital disconnects - such as fragmented user experiences,
disconnected islands of process and data, a slow pace of change and
a rise in silos caused by shadow IT – all of which create further turmoil
and undermine the end-to-end alignment required for success.
But there is another way. In this paper we share our experiences of
working with companies who are taking an outside-in approach
to transformation, using customer experiences to drive alignment,
integrating infrastructure and processes across the whole digital
environment, and transforming IT practices to accelerate change
and empower everyone in the organization to make things better.
Today, the potential impacts of digitization
extend beyond these digital natives and are
a pressing issue for businesses across almost
every industry.
Introduction•
1
Walking the digital tightrope, a Fujitsu report”, January 2016
Our experts
3.

The great digital gamble•
But our practical experience has also shown us that there is also no
easy path. Most existing businesses have been built and optimized
for a pre-digital world and therefore find themselves weighed down
by pre-digital technology investments, cultures and ways of working.
Such organizations cannot merely flick a switch and become digital
overnight - or wait years for large, costly and high risk transformation
programs. They must achieve digital transformation using many
quick, iterative steps – taking an evolutionary path that balances new
capabilities and old.
It is no great insight to say that
enterprises need to go digital.
Recent Fujitsu research has
confirmed that most organizations
now have a clear understanding
of the potential benefits.
Figure 1: Digital Tightrope Survey question:
What do you think are the main benefits to digitalization within your organization?
Attraction and
retention of talent
Customer retention
and loyalty
Creates new
value / revenue
Helps to protect
core business
Business responsiveness
to the market
Increasing workforce
productivity
Greater
competitive edge
Others
43%
37%
27%
18%
38%
37%
23%
3.0%
4.

But many enterprises take an unbalanced view of this evolution, addressing
just one aspect of the necessary transformation, such as creating new user
experiences or introducing new development practices. This fragmented
approach results in a range of digital disconnects, with front-end customer
experiences not connected with back-end systems, with development
practices siloed between new and old systems, or with business colleagues
still frustrated and finding their own solutions beyond the four walls of the
enterprise.
The great digital gamble•
Figure 2: Potential
outcomes of a
disconnected
approach to
digitalization
Figure 3: Digital Tightrope Survey question: To what extent do you agree with the following statements on your
organization’s digital approach? The success of the majority of digital projects in my organization is a gamble.
The practical outcome of these problems
is an inability to know whether planned
initiatives will actually make things better,
or create unforeseen new digital disconnects
– leading to an overwhelming feeling that
digital projects are simply a gamble.
Two in three
digital transformation
projects are ‘a gamble’.
Beneath the bravado, organizations say digital
success is hindered by complexity, conflicting
priorities and a lack of confidence.
Disconnected islands
of process and data
Shadow IT creating silosSlow pace of change
Fragmented user
experiences
Digital disconnect
5.

Improving the odds•
But not all
organizations
are trapped
by the digital
disconnect.
When working with
enterprises who are
successfully enabling digital
change, we have observed
a consistent set of behaviors
which can be generalized
to create the foundations
of a repeatable, evolutionary
approach. In particular
these organizations take an
unashamedly end-to-end
approach that consists of
four interconnected pillars:
Unify
the digital
experience
Connect
the digital
supply chain
Deliver at
digital speed
and scale
Empower
digital
innovation
Fully exploiting
the capabilities of
connected devices
to deliver better
user experiences
Integrating
end-to-end digital
processes to
efficiently deliver
outcomes
Transforming
technology practices to
support the continuous
delivery and evolution
of offerings at scale
Enabling
distributed
innovation by
empowering the
organization
Figure 4: The four pillars of digital transformation
Together these four pillars combine to deliver a highly effective outside-in approach to digital transformation.
6.

Unify the digital experience•
In particular creating experiences that help people get things done is
a key weapon in attracting talent, maximizing employee productivity
and retaining customers – three of the most popular aims cited by
organizations in our digital research.
But the consumer-focused approach of delivering individual apps is a
poor template for the demands of enterprise mobility. Delivering digital
experiences for the enterprise requires us to go beyond individual apps
and provide device and location-independent access to the existing
process and information infrastructure of the enterprise. It is maximizing
the mobility and connectedness of users that unlocks the value of digital,
not the devices themselves.
To ensure a joined-up digital
strategy, it’s important to
start with the needs of your
stakeholders and work inwards.
Creating a consistent, connected experience for
customers, citizens, employees and partners – one that
supports people in achieving their business goals, wherever
and however they happen to work – is the most important
factor in satisfying peoples’ digital expectations.
43%of IT and business leaders surveyed
said attracting and retaining talent
is a key benefit of digitization.
Figure 5: Digital Tightrope Survey question: What do you think are the main benefits to digitalization within your organization?
7.

True enterprise mobility therefore requires three major capabilities:
• All-round mobility
A mobile application should not be tied to a single device type.
It should seamlessly adapt to smartphones, tablets, wearables or
desktop PCs; it is the mobility of users that delivers the full benefit
of digital processes, not the devices themselves.
• A common point of access
People need a single, device-independent location where they can
find and access all of the digital tools they need to interact with the
business; such as an ‘enterprise process store’ of available applications,
to ensure ease of access, visibility of use and consistent governance.
• A 360 degree view of interactions
As people increasingly work across multiple topics they need to gain
a dynamic, ‘at a glance’ view across their ongoing tasks. To replace
siloed, app-centric views with one which visualizes their total backlog
of work holistically across all processes and systems.
Unify the digital experience•
At a major European public transport operator,
a mobile incident reporting app allows
inspectors to file complete incident reports
for bus lines from their phones in less than a
minute. This has given the maintenance team
immediate access to details and photographs
of the bus repairs required.
Example
8.

Connect the digital supply chain•
Creating a truly digital business therefore requires the creation
of end-to-end process flows which optimize the fulfilment of
connected experiences. This requires an outside-in approach
to transformation, reimagining outcomes before moving inwards
connecting all of the people, software and things required to
deliver the necessary value. And having the capability to constantly
extend and evolve these ‘digital supply chains’ as customers,
partners and suppliers evolve, is a critical skill for the digital age.
Digital leaders have shown time
and again that web-enabled
connections between people,
systems and devices can
transform business models
and create better outcomes.
But many organizations miss the central role of
end-to-end connectivity in this process, instead
focusing only on the digital front-end. Simply creating
‘pixel thin’ solutions via new apps or slicker websites,
however, fails to address the underlying process and
integration changes necessary to optimize digital
experiences, simply layering more complexity over
existing silos.
65%say they would benefit from a balanced
approach that effectively combined new
technologies with existing solutions.
Figure 6: To what extent do you agree with the following statements on your organization’s digital approach? My organization
would benefit from a more balanced approach to digital adoption – a blending of new technologies with current solutions.
9.

True process change therefore requires three major capabilities:
• Extending to digital
On-premise systems still make up the critical transactional core of
most enterprises and need to be quickly and easily connected to
new digital processes. This requires a combination of integration
connectors, API management and manual workarounds, to securely
and robustly connect incumbent systems to new digital flows.
• Harnessing digital
Building end-to-end digital flows requires us to ‘mesh’ our internal
systems with people, systems and things that exist beyond the
bounds of the organization. The technology infrastructure must
therefore connect the whole digital landscape, making on-demand
resources an integral component of end-to-end business operations.
• Empowering ecosystems
Competing in the emerging digital economy means participating in
wider ecosystems with customers and partners. By using a business’s
APIs to expose its reach, the full power of technology can be bought
to bear.
A major global utility
has created a range of
digital processes which
connect their complex
hybrid IT estate end-to-
end. By using integration
connectors to modify
access rights across a
range of on-premise,
partner and cloud
systems, these processes
ensure that data remains
secure as employees and
external contractors join,
change roles or leave
the company.
Example
Connect the digital supply chain•
10.

Deliver at digital speed and scale•
Creating a truly digital business therefore begins with the use of digital
platforms which support innovation at the new speed of business.
By leveraging the increasing industrialization of IT we can create
end-to-end modelling and deployment environments which increase
speed of delivery, connect to existing legacy systems, and automatically
handle the deployment and scaling of solutions to any size of audience.
The digital world will not wait for
slow, incumbent development
processes, technologies and
applications to deliver change.
To seize market opportunities, satisfy customer demands
and innovate at digital speed, the enterprise has to be
capable of delivering web scale IT at a fundamentally
different pace. Outward-facing teams must be able to
constantly build and test new ways of interacting - from
experiences, offerings and channels through to entirely
new business models - in order to discover and scale
what works best.
76%of organizations would like
their digital transformation
projects to move faster.
Figure 7: Digital Tightrope Survey question: Is there an appetite
in your organization to move faster towards digital adoption?
11.

Accelerating business change therefore requires three major capabilities:
• Rapid outcomes
By using the cloud to integrate technology we can create digital platforms
for high productivity business change. Such platforms enable enterprises to
rapidly model and test new processes before immediately rolling them out
at scale to shorten release cycles.
• Multi-speed operation
While new digital platforms can transform delivery speed, we still need to
accommodate slower, mission critical IT. Our new platforms must therefore
provide the capability to decouple change cycles, quickly delivering new
digital processes while maintaining connections to back-end systems until
they are upgraded or replaced.
• Delivering instant scale
Development, integration and deployment is only the first step to becoming
digital. Many organizations overlook the challenges and delays of scaling
successful systems. Digital platforms enable organizations to avoid delays
by removing the need for hardware and software procurement when there
is increased demand.
I HEART Studios, a rapidly
expanding digital content
provider based in London,
developed a digital process
solution to automate
and manage its product
photography services.
In just 12 months this
solution enabled the
company to grow its
revenue by 800% and
absorb a tenfold increase
in staff, all without
significant disruption.
Example
Deliver at digital speed and scale•
12.

Empower digital innovation•
Today’s business talent is
increasingly provided by digital
natives who expect to be able to
shape technology to their needs.
But there is also a rapidly growing gap between a
business’s appetite for digital change and the resources
available to enterprise IT. Swamped by legacy systems,
siloed data and locked-down budgets, CIOs are often
forced to maintain the integrity of the company’s
traditional information systems at the expense of
meeting its digital needs. This drives many business
people to adopt ‘shadow IT’, creating huge potential
security and scalability headaches.
60%
Almost
of IT and business leaders believe their
organization does not have the right skills
to successfully deliver digital projects.
Figure 8: To what extent to you agree with the following statements on your organisation’s digital approach?
My organisation does not have the right skills to successfully deliver digital projects.
But the increasing democratization of digital platforms provides us with
an opportunity to embrace business colleagues as partners in a new
and more collaborative delivery model. By empowering more people
to build simple solutions for themselves, we free CIOs to focus on core
technology challenges and the co-opting of successful innovations.
13.

Empowering the organization therefore requires three major capabilities:
• Democratizing change
Empowering non-technical users with simple tooling can enable greater
acceleration of business improvement. People can begin to improve things
outside the scope of IT, trial new ways of working without upfront cost,
and test new ideas before requesting further extension by IT.
• Empowering cross-functional collaboration
Enabling people to co-create their own processes enables them to
work together better. By breaking down old-fashioned organizational
or application siloes, people can realign the processes they use to reflect
the way in which value is actually delivered.
• Shifting to a digital culture
By keeping a watchful eye on the large-scale testing and experimentation
of ideas, IT can discover opportunities to industrialize successful approaches
and connect them more widely to enterprise systems, driving customer-
centric digital change deeply into the organization.
A major French broadcaster has
enabled non-technical users to build
solutions for themselves, allowing
simple device-independent applications
to be delivered in a fraction of the time.
Some of these applications have then
been extended by IT teams, enriching
them with further integration to deepen
their impact.
Example
Empower digital innovation•
14.

Start small, learn fast and scale quickly•
Taken together, the four pillars provide
a structured foundation for completing
an orderly, end-to-end digital
transformation of the enterprise.
It becomes possible to achieve large-scale change by working in
small increments, rapidly delivering digital innovations as early as
possible before quickly evolving them in both breadth and depth.
Together the ingredients form part of a long-lasting strategy that
will continue to deliver for many years to come.
In our experience the four pillars work best when organizations adopt
a fast and experimental set of behaviors, leveraging the speed, cost and
scale benefits of cloud to drive a transformation in delivery practices:
• Achieve quick wins
Choose early projects that rapidly deliver very specific outcomes.
For example, use digital tools to transform a user experience.
• Target real-world outcomes
Empower business users to set the agenda and direct projects
to solve real-world problems, with IT engaged as a change agent.
• Think lean
Do not try to make digital versions of existing applications.
Instead, take on problems that have traditionally been seen
as too complex, too expensive or not a priority for action.
• Iterate fast
Each project should be discrete and be able to move in relatively
small, fast iterations. Be prepared to include makeshift or temporary
components as needed to get by.
• Build out success
Realign resources based on successful projects and build on these
projects to drive the results more deeply into the heart of the
organization. Each incremental step builds out and strengthens
the ongoing process of digital transformation.
15.

While a full-scale transformation will ultimately
require far-reaching changes spanning issues from
talent to infrastructure - and take multiple years
to complete - companies adopting the kind of
fast, iterative and evolutionary approach outlined
in this paper can deliver end-to-end results
quickly, while still reshaping IT for the long term.
Start small, learn fast and scale quickly•
16.

About• RunMyProcess
Unifying
the user
experience
Connecting
digital
processes
Delivering
digital at
speed
Empowering
the
organization
Fujitsu’s approach to digitalization.
At RunMyProcess we love to solve
digital problems. Small ones, big
ones – we honestly don’t mind.
Our unique platform enables organizations to:
• Deliver user experiences that seamlessly follow people across devices.
• Capture end-to-end processes that connect people, software and things.
• Accelerate the delivery and evolution of connected business applications.
• Empower business people to innovate at the edge of the organization.
We believe that digital connections between people, software and
devices can lead to wonderful new ideas – and open up new ways
of looking at previously intractable business and social problems.
That’s why we’re passionate about solving digital problems and helping
enterprises evolve using the power of connected technology. We want
to help our customers make the world a better place, one rapid solution
at a time.
To achieve this we operate a cloud platform for quickly and securely
building applications that connect enterprise systems and processes
to the people, clouds and devices of the digital world. By making
connections our platform helps enterprises safely evolve towards new
digital business models that make a real difference to the lives of their
customers and employees.
To learn more
please visit:
https://www.runmyprocess.com
Fujitsu Enabling Digital
http://enabling-digital.global.
fujitsu.com/
17.

www.runmyprocess.com
 @runmyprocess
Paris, France
3 Rue de Gramont
Paris, 75002
Tel: +33 175-775-180
London, UK
22 Baker Street
London, W1U 3BW
Sunnyvale, United States
1250 E. Arques Ave.
Sunnyvale, CA 94085
Tel: +1 408 746-7334
Tokyo, Japan
1-17-25 Shin-kamata
Ota-ku, Tokyo, 144-8588
Tel: +81 363 811-757
Sydney, Australia
118 Talavera Rd
Sydney, NSW 2113
Tel: +61 297 764-555
Digital
problem
solvers...

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