change is expensive - practical business...
TRANSCRIPT
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CHANGE IS EXPENSIVEby
Thushan Kumaraswamy
Practical Business Design
Storyboard created with “Scenes” by the SAP Design & Co-Innovation Center. For more information about “Scenes” visit experience.sap.com/designservices/scenes
Amy, 35
Business Architect
Lisa, 55
COO
Characters Page 02
James, 38
IT Manager
CHANGE IS EXPENSIVE
Storyboard created with “Scenes” by the SAP Design & Co-Innovation Center. For more information about “Scenes” visit experience.sap.com/designservices/scenes
CHANGE IS EXPENSIVE
Chapter 1: What’s the problem?
Lisa, 55
COO
James, 38
IT Manager
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It is Monday morning. Lisa, the Chief Operating Officer (COO) of CityStock
Wealth Management Ltd, is reviewing the company’s change budget
forecasts for the upcoming quarter. Let’s take a look inside her office…
Scene 1: Reviewing the Numbers Main character: Lisa | Page 04
CHANGE IS EXPENSIVE / Chapter 1
My change budget keeps getting bigger and bigger. What is
going on here?
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Lisa finds James, the IT Manager, in the coffee room. She wants to see if
James knows what is happening with the change budget…
Scene 2: Discovering the Problem Main character: James | Page 05
CHANGE IS EXPENSIVE / Chapter 1
Hi James. I’ve been going over
the change budget forecast.
It’s big!
Hey Lisa. I know, right? We keep
having to change the same systems
over and over.
Uh oh. Here’sLisa. She doesn’tlook too happy.
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Lisa and James head to a conference room to work out why IT keep having
to change the same systems all the time…
Scene 3: Uncovering the Cause Main character: Lisa | Page 06
CHANGE IS EXPENSIVE / Chapter 1
IT ROADMAP
We keep getting requests from the
business to change and we need extra
resources to keep up.
2017 2018 2019
I see now. It looks like we are not planning
our changes well enough. How can we
improve this?
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CHANGE IS EXPENSIVE
Chapter 2: What can we do?
Lisa, 55
COO
Amy, 35
Business Architect
Storyboard created with “Scenes” by the SAP Design & Co-Innovation Center. For more information about “Scenes” visit experience.sap.com/designservices/scenes
Lisa goes to see Amy, the Business Architect. Lisa wants to know if Amy
can work with the business and the IT team to better plan the changes the
business want to make…
Scene 4: Using Practical Business Design Main character: Amy | Page 08
CHANGE IS EXPENSIVE / Chapter 2
Hi Amy. Do you have any ideas
about our change planning? It feelslike our budget is
out of control.
We could use Practical Business Design to help. It’s a simple method for describing a business to manage change better.
Have a look, Lisa.
Looks interesting. Let’s try it and see.
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Amy spends a few weeks gathering information from the business and IT
about what the business wants to achieve, what the business does and
how it operates. She adds these to the Practical Business Design
Canvas…
Scene 5: Documenting the Business Main character: Amy | Page 09
CHANGE IS EXPENSIVE / Chapter 2
I can use workshopsto get the detail ofwhat the businesswants and how it
works.
Provide wealth management services to UK clients
Reduce costs Increase revenue
Reduce client servicing costs by 10% by EOY 2018
Increase number of customers by 15% by June 2018
CityStock Wealth Management Ltd
Amy , Business Architect
Improve customer support manuals
Maintain regulatory compliance
Increase customer numbers
To be in the top three of wealth management providers in the UK
New customersupport platform
UK customers
Overseas customers with UK accounts
See
Think
Do
Care
EquityFixed
income
Tax
Financial planning
In-house development
Product dev
Marketing
Sales
Delivery
Customer support
Customer maintenance
Customer complaints
Operational cost
Number of customers
Customer loss rate
HR
IT
Risk
Finance
Maintain training manual after software releases Customer
support team
Front office
IT supportteam
Customer
Product
Market prices
MS Outlook
New customer support app
Manage initial contact from customer
Contact customer proactively
Provide timely customer support
June 2017 v1
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Once Amy has completed the Practical Business Design Canvas, she can
validate the information with all the stakeholders (business and IT) ensuring
that everyone agrees with it as a baseline…
Scene 6: Validating the Architecture Main character: Amy | Page 10
CHANGE IS EXPENSIVE / Chapter 2
From all theinformation you have provided, I
have been able to link our business strategy with our
change plans.
We can work out in advance how we will change our IT
systems, so we can consolidate
changes together.
This is impressive. I can finally see all of the business on a
single page and how it links together.
Now we can all see the proposed impacts
to our IT much earlier, we can see where there is an overlap between
requirements.
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CHANGE IS EXPENSIVE
Chapter 3: How will we work?
Lisa, 55
COO
James, 38
IT Manager
Amy, 35
Business Architect
Storyboard created with “Scenes” by the SAP Design & Co-Innovation Center. For more information about “Scenes” visit experience.sap.com/designservices/scenes
A few months later, the business have come up with some new
requirements. James wants to understand what those requirements mean
and their impact on the IT systems…
Scene 7: Change is Incoming Main character: James | Page 12
CHANGE IS EXPENSIVE / Chapter 3
We’ve been asked to change this
system, but I’m not sure of the full implications.
Amy, I’ve got this change proposal from the
business. Can you help me understand the
impact across the whole organisation please?
No problem, James. We can use the Practical
Business Design Canvas to see what is impacted
by the proposed changes to the system.
Storyboard created with “Scenes” by the SAP Design & Co-Innovation Center. For more information about “Scenes” visit experience.sap.com/designservices/scenes
Amy and James work together using the Practical Business Design Canvas
to understand the scope of the change on the customers, products and
business capabilities and the impact on the operating model processes,
people, data and technology…
Scene 8: Analysing the Impact Main character: Amy | Page 13
CHANGE IS EXPENSIVE / Chapter 3
Right. Since we linked the ongoing
projects to the impacts on the
operating model, we can see what else is changing
that system.
Great. I can see this other project
is also making changes to this
system. Maybe we can get them to
include these new requirements?
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Lisa is checking the new change budget forecast and is pleased with the
results that Amy and James have been able to deliver…
Scene 9: Checking the Results Main character: Lisa | Page 14
CHANGE IS EXPENSIVE / Chapter 3
Since James and Amy have worked
together, we’ve been able to reduce our change budget.
James, Amy, well done! I’m so pleased we can
better plan our changes because we can describe
our business and strategy so clearly.
Thanks, Lisa. I’m much happier
now that we are getting fewer
change requests through.
Yes. It was definitely worth using Practical Business Design to
help us.