IMPACT: A framework for the customer, company (value) and business capabilities
Why introduce IMPACT – now?
We have discussed the proper time to start publicly talking about the IMPACT ™ Business Transformation framework and concluded that SAP’s Sapphire 2009 conference and its focus on the “New Reality” for business transformations and strategies was a perfect fit. During the last post, I mentioned that IMPACT ™ was a collectively exhaustive framework for business transformations but never really mentioned the details. Our transformation framework covers three large areas: business capabilities, the company (our client) & their customers, as well as the project management of the transformation.
The capabilities of the organization are defined as a combination of strategy, people, process, technology, information and assets that enable a company to create business value for its customers and business partners. Any transformation (or engagement for that matter) aims to directly change some of the capabilities of an organization to help them become more competitive.
From our experience and the feedback from companies who are aware of IMPACT™, while the focus on capabilities is a pre-requisite for ensuring a thorough and successful transformation, it’s Infosys’ single solitary focus on creating a positive impact on shareholder value and free cash flow. We don’t mean just during the pitch and proposal part of the engagement – our Value for Customer and Company Threads of IMPACT™ estimate, design, develop and track the value we’ve promised.
Unleashing value in a company and for its customers is a constant touch stone for us throughout the business transformation. Real, quantifiable numbers that don’t vanish once we start the transformation. We aim to find quick wins and then work toward the larger more long term wins throughout the engagement for the company.
In addition to the company, IMPACT ™ considers the relationship with the customer (demand) to be equal or at times more important than the supply side of the equation. These days, one doesn’t have to read the Wall Street Journal or Financial Times too long to realize what happens when demand disappears. And, while we can’t do much about macro-economic conditions, we can certainly ensure that customers are both consulted and informed of any major changes to a business’s capabilities and operating procedures due to a transformation program. Personally, I’ve seen some of the most innovative and powerful ideas come from working closely with key customers to ensure a business is doing more than meeting their needs – they’re exceeding them.
I never mentioned how IMPACT ™ is designed for project management. Another article; another time. One post outlining how Infosys focuses on customer and company value while insuring all strategic capabilities are reviewed, redesigned and implemented is probably enough for now. We hope you have questions so please find us during Sapphire so we can answer them.
Author Eric Rich, Partner, Consulting, Infosys Technologies
