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For Enterprise Architecture Professionals

Focus On Customer Value To Grow Organizational Maturity

January 2, 2014

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  • By Derek Miers
  • with Clay Richardson,
  • Alex Cullen,
  • Julian Keenan

Why Read This Report

Most organizations aspire to implement outside-in, customer-focused, cross-functional processes that transform the culture of their organization and set it on the path toward continuous improvement. They are on a journey — but while the long-term goal might be apparent, how to get there and the challenges on the immediate road ahead are usually far less clear. Many of these challenges represent entrenched, thorny organizational issues that are difficult to tackle. Therefore, learning from other travelers who have been down the road before can help you avoid obstacles and chart a route that moves the organization forward. This report sets out a body of research based on survey data from more than 500 organizational change programs. It reveals many of the underlying strategies, techniques, and achievable benefits associated with higher levels of maturity.

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Table of Contents

  • The Survey Spanned Organizations Of All Sorts And Sizes
  • As Organizations Mature, Their Objectives And Challenges Evolve
  • Change Program Improvement Goals Evolve As Maturity Increases
  • Mature Organizations Focus On Customer-Facing Processes
  • Mature Organizations Manage Change Successfully

  • For A Successful Change Program, Take An Outside-In Perspective
  • Supplemental Material
  • Related Research Documents