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Social Business Transformations in the Large Enterprise - Managing Change

teaser.jpgBy:   Leroy Mason, Global Chief Technologist, Applications Innovation Services, Hewlett Packard Company

 

After my recent post Social Business – The Next Wave of Enterprise Application Innovation, readers asked how an enterprise would manage such a transformation. I described how adding Systems-of-Engagement (SoE) to Systems-of-Record (SoE) is the next best bet for enterprise application transformations.

 

At HP Enterprise Services we have extensive experience in enterprise transformations. Transformation involves innovation and newness, and there are definitely patterns that are reused each time.

 

A properly managed enterprise transformation involves a lot more than just a focus on the technology architecture. An enterprise transformation framework has work streams including value management, business architecture and technology architecture, management of change, and programme management and governance. Most of these work streams are focused on topics other than technology.

 

fig1.png 

Figure 1.  Enterprise Transformation Timeline and Strands of Activity

 

 

Figure 1 summarizes the workstreams across the entire transformation schedule. The change in technology architecture is co-ordinated with changes in business architecture. The value proposition of the transformation must be continually managed to ensure the business goals are achieved. A lot of the non-technology methodology is a manual effort. Reports are created and presented to management. If the program is deviating from goals, then management takes corrective actions to get it back on track. This cycle, shown in Figure 2, has plenty of manual decision time and can take between one and three months.

 

Of particular importance is the Value Management work stream.   It is responsible for ensuring the business case initially proposed is delivered, from implementation to the production operations of the transformed enterprise. This activity provides reports on operations using terms defined in the initial business case to keep on track and show new opportunities consistent with the original business case.  Management is presented with these reports monthly (or quarterly), then corrective actions and exploitation of new opportunities are implemented. The entire control loop is offline. There’s significant latency in this system - months - especially relative to the learning conditions of the human nervous system which typically occurs over second and hours.

 

Significantly, most of the subject matter of Value Management is not technology – it is making sure that the behaviour of the staff affected by the transformation changes is in harmony with the technology transformation.

 

 

fig2.png 

Figure 2.  Latency Inherent in Enterprise Transformations

 

 

Social Business Transformations for the Large Enterprise

 

This is where a social business transformation is very different. The control loop is online. Latency is minimised.

 

A component of the social business transformation for large enterprise is gamification. Gamification is using game mechanics to help drive participation, engagement and loyalty within an online community.  With gamification, the entire value management control loop is online, real-time, and automatic. Parameters can be changed within minutes, not months. This is not to say that work becomes a game – we’re just borrowing some aspects of games to make work more meaningful for those affected.

 

Game mechanics are tools that leverage our innate desire for competition, achievement, status, reward, self-expression and altruism.  They include:

  • Earning badges, trophies and achievements
  • Tracking and rewarding online activity
  • Competing for position on league tables
  • Creating virtual identities for self-expression
  • Collaborating as part of a team
  • Spreading the word via social media communities

 

Gamification works because game mechanics stimulate innate human potentialities into action (Figure 3).

 

fig3.png 

Figure 3.  Gamification Mechanism Mapped to Human Motivation

 

For the enterprise application users, partners and customers, it means work becomes more than just slogging through a business process. Good enterprises successfully appealed to human nature. Gamification institutionalizes it.

 

Readers have asked how social business transformations would be managed in large enterprises. The answer is that the pattern of the transformation would take a traditional form but be accelerated by online control mechanisms operating within the gamification mechanism. Gamification is starting to bite in areas related to CRM now since many of the most pressing problems for enterprise relate to customers and increasing sales. However once these solutions are implement, applications transformation teams will start to apply the tools elsewhere - in fact wherever the enterprise system needs to better manage human behaviour

 

 

Related links: 

 

About the author

bio.jpgLeroy Mason, Global Chief Technologist, Applications Innovation Services, Hewlett Packard Company Leroy Mason is global chief technologist of Microsoft Application Innovation Services for HP. He has 30 years of experience in large-scale enterprise application services including Wall Street banks, Microsoft, and HP. His professional interests include adapting the applications lifespan economics to cloud platforms.

Comments
Mohit Garg(anon) | ‎04-04-2013 02:50 PM

Hi Leroy, gamification caught my attention because of my strong interest in this space, and also because of MindTickle - A gamified social learning platform, that we have developed.

 

Great that you could write about enterprise social business transformation. In addition to customer facing functions, and as you pointed out about other functions, new hire orientation is also seeing the leverage of gamification. While it is surely because of the millenials, but the factors of retention, productivity and engagement are also playing an important role.

 

Do you think there is a connection - new hire onboarding, enterprise social business transformation and enterprise gamification?

 

Thank You, Mohit

leroymason | ‎04-04-2013 09:23 PM

Mohit,

I agree with you.

 

HR is ripe for gamification across the board, including new hire onboarding. In fact I see gamification applying quite generally in the enterprise.

 

An Information Systems researcher call Prof Steven Alter says that IT practitioners are focussed on delivering IT artefacts when they design new systems. This leaves a much of what is required to successfully implement and manage a new enterprise application un-modelled - essentially the human effort that is applied to manual processes and workarounds is left out of the analysis.

 

Gamification provides both models and tools to rectify this quickly. I'm working to include gamification into our enterprise consulting frameworks.

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  • Business Development leader for HP’s Testing Practice in Americas and TaaS Global Capability Leader
  • Anthony works in the ES Apps Enterprise APJ . He is a self-motivated and well-disposed individual. He is a certified SAP FICO consultant. He has over twenty years industry experience in business transformation and Information Technology consulting (SAP). With excellent, interpersonal and communication skills, Anthony is able to influence and motivate at all levels. An empathic team player, He derives fulfilment in contributing towards others' development. Anthony possesses good analytical and problem-solving skills. He is a quick thinker, remains calm under pressure, handles multiple tasks, and accomplishes objectives with excellent time management. He is flexible and accustomed to meeting high standards and deadlines. Anthony possesses practical knowledge of business processes and concepts and has a keen eye for detail. He is aware of the importance of an effective system and quality management.
  • Bryan Coapstick is the Director of Mobile Innovation at HP. In this role, he is responsible for driving strategic mobility initiatives and key industry partnerships to enable clients the ability to leverage the mobile channel to effectively reach their customers. Bryan’s expertise lies with several Fortune 200 companies in both public and private sectors that focus on business technology and emerging strategies. Bryan demonstrates innovative leadership though public speaking, panel discussions and blogging on the various ways mobility is changing our daily lives.
  • Benjamin Romberg has over twenty five years experience in the IT industry, the last twelve of which have been as a testing professional. He has experience as a test analyst, performance tester, automation specialist, test lead, test manager, test consultant and test executive. He has worked on all types of testing engagements ranging from small web based applications through to core system upgrades. Benjamin holds a Bachelor’s Degree in Genetics, a Post Graduate Degree in Software Engineering and an Executive Masters in Business Administration. Benjamin now leads HP’s Testing and Quality Assurance Practice in Asia Pacific and Japan.
  • Over the past 5 years, I have participated in the different stages of delivering Microsoft Enterprise Applications to customers as large as 40.000 concurrent users across Europe with a focus on the public and call center sector. During this period, I worked in numerous technical (lead) and business consultant roles. Using this experience, I am currently a certified Microsoft Dynamics CRM 2011 expert which specializes in guiding enterprise customers and implementation teams through the process of implementing Microsoft Dynamics CRM 2011.
  • Craig has been with HP for 10 years working on the solutioning side as a Solution Architect. Primarily works with Microsoft technologies and has for the better part of 16 years. This past year Craig has worked mostly with Windows AZURE and the mobility side of Windows Phone 7/8 and Android.
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  • Daniel Amor (EMEA, AMOD, Cloud, Portals, Web Apps and SOA domain expert): Daniel has designed, won, led and delivered large-scale, complex applications-related projects by acting as a trusted advisor to clients. Daniel conducts regular training and client-facing sessions, and he has authored six books and numerous articles in European and US-based magazines and newspapers on IT change. He is a regular lecturer and he speaks on Portals, E-Business and Cloud.
  • Global HP Microsoft Business Applications Practice. Microsoft Dynamics CRM subject matter expert. Based in Manchester, United Kingdom. @DarrenCRM on Twitter
  • Solutions Architect working at HP since 2002 with focus on Applications Modernization, located at Rio de Janeiro, Brazil
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  • Guido Arndt is since May 1997 business consultant and project manager @ Hewlett Packard Enterprise Services. Main focus is strategic and organizational alignment of logistics, sales and production processes in the automotive and manufacturing industry as well as business performance projects in finance and telecommunication industry. Guido has experience as change agent and transformation manager in people-driven merger & aquisition projects focusing government, consulting firms, manufacturing plants and consumer brands.
  • Horia Slușanschi serves as an Agile Coach leading the HP Agile Mentoring Office and the HP Software Engineering Profession. He is passionate about helping teams and leaders to find joy in work in the pursuit of customer delight.
  • CISSP, Open CA Master Architect Technical Consultant with 28+ years of IT experience specializing in Application Security, Solution Architecture, Portals, Social Business, and Integration
  • Jim has been with HP for 33 years and currently leads a global Strategic Capabilities Management team, with a specific focus on Business Analysis and Configuration Management. Jim also manages a team within the US State, Local, and Education division of HP. He was a member of the IIBA committee that created a Business Analyst Competency Model and he participated in the development of IEEE standards. Jim graduated from Harvard University, the University of British Columbia, and Ottawa Theological Hall. He currently lives in Toronto, Canada.
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  • WW product marketing manager for HP Applications Modernization and Transformation Consulting Services. 35+ years of IT technology and services experience.
  • Laurence has over 35 years experience in the IT industry and has spent 27 years delivering knowledge management (and before that became fashionable, Artificial Intelligence and knowledge-based systems) transformation projects to clients in Government, Industry, Manufacturing and Telecomms industries. He has developed and implemented knowledge management (KM) strategies for HP's clients and for business areas in HP (for BPO and for our Consulting business) and believes that KM strategy is essential for an effective KM practice.
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  • Lori Lewis leads Global Digital and Integrated Marketing for the Applications and Business Services division in HP’s Enterprise Services. The organization is focused on providing clients with enterprise applications services and solutions to solve some of their most pressing business problems. For over 2 decades, she has championed innovative communication approaches to drive and grow market share and build motivated, empowered teams. She is a compelling, passionate ambassador of the art and science of marketing and the amazing results it can achieve when done with integrity and passion. Ms. Lewis’ credentials, track record, and enthusiasm are essential ingredients her team relies on as they work together to establish HP as the undisputed leader in information management and analytics services.
  • Microsoft Dynamics CRM solution architect, C# developer, MBA, husband, father, Auburn man. Follow me on Twitter @lucas_is.
  • CRM enthusiast, avid techie
  • More than 10 years of experience in developing effective and innovative marketing and communication strategies. Recently I have studied the effects of social media and disruptive technology on business, marketing, and culture. Follow me on Twitter: @micaelaraimondi
  • Agile Champion and coach. Passion in software development using lean and agile techniques. Software is a people business!!
  • Have 11 years of experience in SAP Consulting, Solutioning and Account management.
  • I have over 20 years of I.T. experience predominantely in applications development. In addition to my I.T. experience I spent 7 years as the Director of Store Services at Canada's third largest grocery retailer.
  • Shafraz Nasser is the Lead Microsoft CRM Architect with HP Enterprise Services in the South Pacific Microsoft Dynamics Practice. His focus is on selling, architecting and overseeing delivery of Microsoft Dynamics CRM based implementations within New Zealand.
  • Shefali Dua is leading Worldwide BPaaS Strategy & Solution Innovation team at HP Enterprise Services as the Solution Innovation Manager. Her focus is currently assisting in planning and delivery of industry solutions for verticals like social media, big data, mobility and security on the HP Enterprise Cloud offerings for CRM Technologies.
  • Steve Petruno is a Product Manager for HP’s Global Oracle Services with over 24 years experience in the Information Technology industry, project Management, Human Resources, Payroll and Benefits, ERP implementations, upgrades, acquisitions and divestitures.
  • I have worked for HP as a business consultant for seven years, providing process, strategy and business transformation advice in the Financial Services and UK Government sectors. As part of this I have used Lean and Continuous Improvement techniques to assess and improve business performance, ensure regulatory compliance and improve environmental sustainability.
  • Tom is the Global Product Marketing lead for HP's Cloud Applications Services. Tom has over 20 years of experience in information technology and a proven track record for implementing innovative client solutions in several industries including government, healthcare, and telecommunications. He thrives on developing services and solutions which result in business process improvement through greater systems efficiency.
  • Vijay Seetharaman is an Enterprise Architect within HP Enterprise Services - Industry Transformation Consulting practice, focusing on Cloud and Mobility


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