Enterprises are increasingly operating in a dynamically changing and fluid environment. They are constantly changing gears just to keep pace. CXOs are constantly looking for ways to overcome or create disruptions in a world becoming increasingly complex. Infosys Consulting Blog gathers a community of subject matter experts who are driving pragmatic conversations around that which is changing and that which needs to be rethought, redefined and redesigned for enterprises to achieve market-leading performance roadmaps.

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January 18, 2016

SFDC Program Success Factors: Minimum Viable Experience

Dr. Martin Luther King, Jr. said "Change does not roll in on the wheels of inevitability, but comes through continuous struggle." While this was in the context of the civil rights movement, as a Salesforce strategy consultant, I can see its relevance in every SFDC program vis-à-vis the concept of minimum viable experience (MVE). 

I'll attempt to provide a simple definition of MVE. Your customers and channel partners transact business with your organization via manual and automated processes. MVE is the minimum acceptable experience during this interaction below which your customers and channel partners will be dissatisfied and may take their business elsewhere.

I have observed that with the proliferation of mobile devices and cloud platform, the customer experience is more complex and intertwined than ever before. For your SFDC program to be successfully adopted by users and to deliver value to your sales, service and marketing efforts, the active management of MVE can be a powerful success factor. This is especially so if done from the outset of the SFDC program even before the first declarative configuration steps are executed. 

Now the question - what does MVE have to do with Dr. King's quote? Well, when your business and IT teams make MVE an integral part of the SFDC program planning process, then customer experience management is no longer left to the "inevitable" - rather it will be a continuous but well managed "struggle" resulting  in significant benefits for all the SFDC related investments in your organization.

I would like to hear your comments on MVE - has your organization used this concept consciously? Has your SFDC program derived any tangible benefits from timely management of MVE?

August 27, 2015

Industry Insights - New Business Model Trend in Manufacturing

Our clients realize the potential of having "everything" in cloud. This year, the market for cloud services is worth $43 Billion (source: Gartner). Yet clients and consulting firms are confronting a reality. Creating a new business model in cloud while keeping the existing models profitable, making the right calls to decommission a current model and transform into a new model is not in every firm's "success" playbook. To achieve success with new business model in cloud, there are a key prerequisite. As a firm we all need to ask one question to ourselves about what we are offering? We need to ask the same question to the clients we are consulting with and also to our partners. Are we clear on where our clients want to go in the next five years? Is our offering aligned to the client's? Clarity is key, think big, start small, develop a prototype and get going. Once clarity is there, define a four step strategy to create the new business model for our clients. They are:

Step 1: Define a specific business model. For example, in Hi-Tech industry, whenever our clients are selling a "product", they must sell a service along with it so that not only they go to market with an integrated offering but also to ensure that contract renewals happen pretty easily.

Step 2: Define a proper operating model. The operating model must consider four pillars. They are
(i) Delivery capability
(ii) Scale
(iii) Speed
(iv) Governance

Step 3: Define a proper model to co-exist non-cloud organizational blocks along with blocks which can move to cloud.

Step 4: Define a world class customer experience strategy. Our end goal is to offer a "service" bar to our clients. Allow them to pick and choose the services and enablers from the bar.

June 5, 2015

The Politics of Change

With another presidential campaign season upon us, I'm reminded of a quote I read about 10 years ago, by a film producer:

If you really want to change the world, don't go into politics. Make movies.

As a public relations consultant with some experience shaping public opinion, I had my doubts about this notion. While film can certainly introduce ideas, its influence is limited by the one-way flow of communication. To inspire audiences to action, you must do more than simply present to them. You must listen, and listen well.

Continue reading "The Politics of Change" »

May 19, 2015

4 key reason why you need Enterprise Change in your Information Management solution

So, you've implemented your ERP and your company is successfully processing data and collecting information.  What's generally left out are the required people and organizational transformations needed to maximize the use of data, web reporting and social media analytics.   Organizational Transformation experts can help!

Continue reading "4 key reason why you need Enterprise Change in your Information Management solution" »

February 20, 2015

What is Enterprise Gamification?

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Enterprise Gamification - No, it's not the next social game like Angry Bird or Candy Crush or Words with Friends that you would play on your smartphone or tablet.   However, Enterprise Gamification does borrow from these social games their design features and game mechanics (i.e. awarding points, badges, levels of achievement and leader boards) which are used to keep gamers motivated and engaged, as well as reward their behavior, activities and continued play or engagement. Enterprise Gamification is the application of game design principles in the context of the enterprise to improve user engagement.  Now, I know what your are thinking: "these 'game mechanics', as you call them, will only distract my customers, employees and business partners from what I really want them to be doing, like shopping on my online commerce site, or entering data into my customer relationship management application in a timely and accurate manner, or sharing information on my raw material fulfillment orders properly." Actually, you are partially right in that these are exactly the type of business behaviors, activities, metrics and key performance indicators that enterprise gamification is designed to address.   

Continue reading "What is Enterprise Gamification?" »

September 14, 2014

Next generation supply chain - Perspective from innovators (Part-I)

In recent times disruptions are all around! Global enterprises are changing at frantic pace. New business models, new ways to interact with customers, renewed service operations, newer employee engagement models, and even new performance management practices! But how about supply chain? Is this traditional, age-old business function also undergoing disruptive change? To get a perspective, let's look at supply chains of automotive and industrial manufacturers. After all, these two core sectors have been in the forefront of supply chain innovations. Lean, JIT, LCCS, Postponement, PPAP - all new-age supply chain innovations have stemmed from these two sectors. And, supply chain still remains critical to their competitive position in marketplace. 

Continue reading "Next generation supply chain - Perspective from innovators (Part-I)" »

March 10, 2014

Engage your end-users with a "Persona-based Learning Approach"

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In an earlier blog, I wrote about "engaging your end-users" in the transformational journey from start to finish.  I explained that by doing so you would help to drive ownership and adoption among your end-user groups.  In another earlier blog, I pleaded with you to stop clinging to outdated train-the-trainer and point and click application simulation based learning as these approaches have not kept paced with the speed of change and the ways end-users REALLY learn and want to consume learning content.  In this blog, I am going to share with you a new method of learning I call "Persona-based Learning" that brings end-user engagement and adoption to a whole new level.  Persona-based Learning is about putting the learner (end-user) at the center of the transformational journey through the use of real life business scenarios brought to life through short, engaging, high impact animated videos.

 

Continue reading "Engage your end-users with a "Persona-based Learning Approach"" »

July 26, 2013

No More Train-the-Trainer....PLEASE!!!

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No more train-the-trainer....please!!! What does this mean?  It means that based on industry experience this method of training is outdated, over-used, fails to deliver the necessary user adoption and is a lazy attempt to check the box on change management and training. 

Continue reading "No More Train-the-Trainer....PLEASE!!!" »

July 1, 2013

Winning at Enterprise Social Media in 5 Steps!!

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In the movie "Field of Dreams," the main character hears a voice in his cornfield whispering "If you build it...he will come."  While this made for great family entertainment, this phase has no place in the implementation of new business processes and technologies such as ERPs, CRMs, or even Social Media Platforms.  "If you build, (he) they will come" is at best wishful thinking.  No, don't be naïve and think that just because you built it the people in your organization will actually use it.  This is especially true with Enterprise Social Media platforms.  Read on to learn how our Organizational Change Management consultants can help bring the "context" and best practice engagement methods to your Enterprise Social Media deployment that will drive user adoption!

Continue reading "Winning at Enterprise Social Media in 5 Steps!!" »

June 14, 2013

Let's get engaged!!

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Traditionally, the engagement period prior to marriage gives the couple time to learn about each other's likes and dislikes, their histories and their goals in life, and to begin creating shared experiences.  Many believe this period sets the marriage on a course for long term success!  Hmmm, sounds kind of like what our change management consultants do with our clients when we engage with them on their business transformation journeys. 

Continue reading "Let's get engaged!!" »

March 12, 2012

HR's Evolving Role and the Current Economic Environment

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 Joint Post by
Catherine Toriello, Principal, Management Consulting Services, Infosys 
&
Reese Dunbar, Human Capital Management Practice Leader, Management Consulting Services, Infosys

 

We recently came across a 2005 Gartner Group paper that reminded us just how much Human Capital Management has evolved since it was published. The article, Introducing the High-Performance Workplace: Improving Competitive Advantage and Employee Impact, was prescient in its findings and predictions about the changing role of HCM. 

Continue reading "HR's Evolving Role and the Current Economic Environment" »