KPN
to design your processes . There are thousands of ways to design those customer processes and I think that there are two important aspects to that design ,” says Hoving . Number one – the customer . “ First you must take the customer central approach and design those processes to ultimately create the best customer experience ,” says Hoving .
And number two – the business standards of the eTOM .
“ Secondly , you must constantly match the design of your process to the standards of the Business Process Framework to make sure you can easily implement them
14,000
into international sellers .” This enables KPN to follow a two speed IT model : implementing continuous changes directly improving customer experience whilst at the same time optimising and consolidating its back-end systems in the mid-term .
“ There are many factors how to succeed in a transformation like this . It starts with the awareness that we were at a point of no return , we
Number of either go for it and
Employees at KPN succeed or we wait and lose big time ,” said Hoving in a keynote speech at the TMforum awards . But transforming an entire company model brings with it many challenges and obstacles before reaching an end goal . The success of the transformation
62 July 2016