Market pressures, new opportunities and organizational drift have compelled you and your leadership team to transform the company. You have laid the groundwork – clarified strategy, identified differentiating capabilities and assessed gaps. Yet you know, both from studies and in your gut, that most transformation efforts fall far short of expectations. For most firms much of their investment in transformation proves wasted.
In a business world beset by change and surprise, bedrock truths remain. When properly built and maintained, machines – including IT systems – do what they were designed to do. But those machines or systems only create value when interacting with people: specifically, your customers and your employees.
