Yet, recent research by Gartner and McKinsey indicate that there is a light at the end of the metaphorical tunnel—and the way to get there has everything to do with transforming operations from both inside-out and outside-in. To be clear, it is not only about lean/agile internal operations. Nor is it only about putting the customer at the center of the operations universe. Combining these two requires a radical transformation of business operations. In today’s world, the atomized approach is not enough. Total transformation requires an integrated approach.
This white paper will highlight four roadblocks that prevent a truly integrated approach to transformation and will illustrate how the business equivalent of an in-car “navigation system” will empower transformation into an operationally efficient, customer-facing organization. Two case studies will be used to illustrate not only how it has been done before—but also the impact that such a transformation can have on a cross-sector group of organizations. The two industries represented in this white paper are the financial services industry and the retail industry.