Customers already use social technologies to wrest power away from large corporations. Now employees are adapting social technologies in pursuit of innovations to support these empowered customers; Forrester calls these employees HEROes (highly empowered and resourceful operatives). By designing social technologies as part of their Innovation Networks, CIOs and their IT teams help establish new Social Innovation Networks — innovation ecosystems employing social technologies to enhance HEROes' innovations. These Social Innovation Networks help drive faster, more effective innovation across the enterprise. And CIOs must rise to the challenge of nurturing and developing these networks while structuring their IT teams to fully support them.
I am talking to you, business process change agents and architects, who drive business transformations and continuous improvement initiatives. Sometimes our conversation starts from methodologies and technologies like Lean, Six Sigma, ERP, CRM, or BPM, but it almost always ends up with questions about organizational design, governance, change planning, and execution.
I believe that each process change initiative should start with a readiness assessment of the target organization. With that in mind, Forrester has developed an online self-assessment and survey toolthat can help you get a feeling about where your organization stays with respect to four must-have process change capabilities: 1) strategy; 2) process execution; 3) structure; and 4) culture of performance. For Forrester, the primary objective of this survey is to get a better understanding of how companies drive business process change initiatives to success. Please take 10 minutes to get your maturity score.
Your responses will be kept strictly confidential and will only be examined in aggregate with the others who complete this survey. If you provide valid answers to all questions, you will receive the results summary. The survey should take no more than 10 minutes to complete.
If you have insights, comments, or questions relating to the survey, please add them in the comments to get additional perspective from the community.
Environmental concerns like climate change have not yet become the primary driver for businesses to define, implement, and execute a dedicated sustainability strategy. Rather, sustainability initiatives are driven today by cost and efficiency opportunities.
However, many companies are realizing that sustainability is increasingly important to advance their brand and competitive differentiation, respond to rising customer and regulatory pressures, attract new generations of talent, and enter or even create new markets. While the growth side of sustainability seems to be generally recognized, it is much more complex to measure and, hence, to manage, than the cost side.
Thus, we see widely varying approaches to corporate sustainability, and many companies are still reluctant to pursue sustainability at all.
A recent Accenture study of 766 CEOs, conducted in cooperation with the UN Global Compact, found that brand, trust, and reputation is the most frequently-cited driver for pursuing sustainability, followed by potential revenue growth/cost reduction, and personal motivation. Interestingly, CEOs rank pressures from governments/regulatory and investors/shareholders at the low end of their motivation scale (see Figure 1 below).
I was in London last week, delivering the opening keynote at the Green IT Expo conference. I had previously spoken at this event back in 2008, and it was nice to see a bigger crowd of perhaps 400-500 delegates, a lively hall full of vendor exhibitors, and a larger and plusher venue (the Queen Elizabeth II Conference Centre in the shadow of Big Ben). In my estimation, the U.K. continues to be the country at the leading edge of innovation and implementation of IT for Sustainability. Why there? At least three factors:
1. Public awareness of climate change. Unlike here at home, there is little debate in the U.K. about the reality of climate change and the need for urgent action to monitor and reduce carbon emissions to slow its effects.
2. Government mandates for carbon reporting and reduction (the Carbon Reduction Commitment or CRC). The public awareness is reflected in governmental policy. Despite the reporting and reduction requirements of the CRC being pushed out in time, the U.K. still has the most teeth of any country or region in its mandate for companies to monitor, report, and reduce (or pay taxes on) their carbon emissions.
3. Leading companies' efforts to improve their sustainability posture. Whether it's Astra-Zeneca in pharma, Tesco and Marks & Spencer in retailing, BA in transportation, or the U.K. Ministry of Defence in the public sector, leading U.K. institutions are making the commitments and investments to transform their business processes in a more sustainable direction.
Forrester’s Smart City Tweet Jam was a great success. On Tuesday morning/afternoon/evening, smart city followers around the globe participated in an hour of intense tweeting on smart cities. We touched on a range of issues from the definitions of a “city” and a “smart city” and the evolution toward the goal of becoming smart to the challenges city leaders face and the business models that enable adoption of technology-based solutions. We ended with a contrarian view that “smart cities” might just be a fade. But that was quickly refuted with reminders of the growing challenges faced by cities and the imperative of facing these challenges in a sustainable manner.
One hour, 62 Twitterers, and 389 tweets later we were exhausted – at least I was. But we were pleased to have aired and shared our opinions about the challenges, the potential solutions to those challenges, and the paths and business models that will make those solutions possible in the short-run, and hopefully sustainable in the longer term. Below are some excerpts from the conversation. But there were many interesting points of view and contributions to the discussion. I've included here a visual representation of the key words and topics discussed during the Tweet Jam, created using ManyEyes. For the more stats and the full transcript, check out #smartcityjam.
Ready, set, go. Earlier this week IBM announced their Smart City Challenge – a competition for cities to help investigate and launch smart city initiatives. IBM will award $50 million worth of technology and services to help 100 municipalities across the globe. The city has to articulate a plan with several strategic issues it would like to address and demonstrate a track record of successful problem solving, a commitment to the use of technology and willingness to provide access to city leaders. Hmmm...this sounds exactly like IBM’s existing target market.
The challenge for IBM is to demonstrate that this program is incremental to IBM’s existing activities with cities and local governments. This program really is an opportunity to extend smart city activities – both from a philanthropy perspective and from a business development perspective. (I’m acknowledging that there can be business development in philanthropy.) Will cities that have not yet embarked on a smart city initiative or program now consider applying for funding and assistance in starting down that path?
One way to ensure a broader, and incremental, audience is to get the word out – and, actually evangelize to cities that have not already understood the benefits of technology as a means of addressing their critical pain points. Many of these are perhaps smaller cities, which leads me to another recommendation.
Microsoft began opening its own retail stores in 2009 and recently began a push into more US cities. A recent post by George Anderson on Forbes.com about Microsoft's new store format prompted me into some late-night analysis. It appears Microsoft's store format strategy is to ride in the draft of Apple by building larger-format stores very near, if not adjacent to, Apple's own stores. As a retail analyst and both an Apple and Microsoft customer for over 25 years, I feel compelled to weigh Microsoft's retail strategy against Apple's (and since I cover retail strategy from a CIO perspective, it feels appropriate to publish here).
Comparing eight success factors
Location: I'll start here, as it was the subject of the original post. Across from Apple may be the only sensible choice for MS, but the challenge MS has is that Apple is a destination store, i.e. people plan to go there for the experience. This makes it less likely they will decide to browse the MS store because it is close. On the other hand, assuming MS does some promotions to attract traffic to its stores, they are likely to also drive additional traffic to Apple. Predicted winner = Apple.
Store architecture: Size isn't everything! Sure Microsoft can copy Apple and go for outstanding store designs and even build them bigger, but Apple architecture is designed to reinforce a consistent brand image: minimalist, clean lines, designer. Microsoft's designs can reinforce many things about its brand, but it's hard to see the consistency in a way that's possible with Apple. Predicted winner = Apple.
We inhabit an age in which empowering technology is readily available first to individuals, not institutions. Consumers and employees will always get the new good stuff first. And it will always be so. The economics of technology investment seal that deal. The consumer market is bigger and easier to get started in.
In this empowered era, smart mobile devices, social technology, pervasive video, and cloud computing are the anchor tenants of the new technology platform. These technologies are available to every consumer and employee, even yours. The question is what to do about it? Two things:
Because customers can hijack your brand (consumers in the US make 500 billion impressions on each other online every year), you have to use empower your customers with better information than they can get from their networks. You have to honor your customers as a marketing channel.
Because employees have ready access to technology to improve their working lives, you have to give employees permission -- and protection -- to adopt these technologies. You have to honor employees' use of consumer technology as a source of incremental and sometimes breakthrough innovation.
While the last results for US Senate and House of Representative seats are still trickling in, the overall picture is clear — the Republicans have taken control of the House, but the Democrats will retain their majority in the Senate and of course still hold the presidency. In my view, this outcome is a small positive for the tech market, but doesn’t fundamentally change our outlook for around 8% growth in the US IT market and 7% growth in global IT markets in 2010 and 2011.
On the eve of the election, my big concern from an IT market perspective was that the Republicans would take control of both the House and the Senate. That concern was not driven by my political affiliation (which happens to favor the Democrats), but by the potential for a political stalemate between a confrontational Republican Congress (with hard-line conservative Republicans and Tea Party supporters setting a shut-down-the-government tone) and a combative Democratic president. In that political environment, badly needed measures to help stimulate a lagging economy would get stalled, the political battles could shake already weak business and consumer confidence, and the US economy could then slip into a renewed recession. And an economic downturn of course would be bad for the tech sector.
This past weekend, my wife wanted desperately to attend Jon Stewart’s “Rally to Restore Sanity and/or Fear,” to support the message of civility and moderation. An injured foot and problems with travel logistics kept her from attending, but we watched it on the Comedy Central network. It was, of course, a counterpoint to the “Restoring Honor” rally that Fox News’ Glen Beck held in August. However, there were two striking commonalities about the two rallies:
First, the ability of cable program show hosts to gather hundreds of thousands of people (estimates seem to be around 100,000 for the Beck rally and 200,000 for the Stewart rally) to travel to Washington for a rally. We’re not talking about rallies organized by a major political leader like President Obama or a media giant like Walter Cronkite with a TV audience of tens of millions of people. Instead, the TV personalities who hosted these events have cable audiences that on a good night may reach 3 to 5 million people.
Second, the absence of attention to substantive economic issues facing this country, such as persistent high unemployment, economic recovery strategies, education and competitiveness, global warming, or budget deficits and priorities. Instead, the rallies focused on culture, tone, and attitudes, with the Beck rally resembling a college homecoming event where the returning alumni complain about how the place has gone downhill since they left, while current seniors crack jokes and make fun of the old geezers wandering around the campus.