CUSTOMER FOCUSED AGILE TRANSFORMATION
DATE: 30 September 2020
HOST: David Webley, Founder & MD of Granite Consulting
GUESTS: Mark Bain, GM Technology Fred IT Group
This conversation explores transformation journey by Fred IT Group to a Customer Centric SAFe delivery model.
INSIGHT 1
A fundamental part of transformation is first asking the hard questions, and being prepared to answer them honestly. Until you truly face into the underlying problems, you are not able to solve them.
INSIGHT 2
Putting the customer at the centre of every conversation has enabled Fred IT to solidify its purpose and objectives. Even executives who had been in the business for several decades admitted to discovering new things about the customer. Clarification of purpose and objectives through a customer lens has made work much more meaningful for staff and resulted in an uplift in productivity and morale.
INSIGHT 3
Although KPIs continue to be used in certain areas, a greater emphasis on OKRs (objectives and key results) has helped to define a customer centric approach.
TABLE OF CONTENTS (PODCAST @ Spotify)
00m15s Welcome and Introductions
07m15s An overview of Fred IT, Customers and Products
11m30s The Imperative to Change
12m15s High Level Approach and Selection of SAFe
21m45s What Worked Well
24m00s Improvement Opportunities
29m30s Could the Transformation have Occurred During COVID
31m15s Onboarding New Team Members Virtually
32m45s A Customer Centric Approach
36m15s Purpose to Drive Engagement and Better Outcomes
39m00s Key Challenges Faced
40m15s Level of Visibility for Business Prioritisation
41m30s KPIs versus OKRs
46m00s Getting People Onboard
50m00s Advice for Tackling Change Resistance
This conversation was part of an online forum that took place on Wednesday 30th September 2020, with attendees joining and posing questions from all around the world.
