CIO Straight Talk - Issue 7 - 9
09
Anatomy of a
Transformation
The recipient of the 2015 MIT Sloan CIO Leadership Award describes how
a comprehensive adoption of digital capabilities in multiple parts of the
business transformed Schindler, a 140-year-old elevator manufacturer.
A few years ago, Schindler had just
In fact, some were already beginning to do
completed a successful transformation
just that. So we asked ourselves, "How can we
process. The company, with 56,000
make a really big difference?" The answer was
employees in more than 100 countries, went
that we needed to evolve into what we call a
from being a decentralized federation of
leading-edge digital business.
national businesses to a globally
And that meant taking a broad view of
integrated enterprise.
the challenge.
For starters, we had rationalized the IT
From the very first day, we said, "It's not
function, retiring outdated legacy systems
just about developing an app for our people
and consolidating our infrastructure and data
in the field. It's not simply about the Internet
centers. This enabled the next big initiative
of Things or even the 'Internet of Everything.'
- we call it operational excellence - which
And it's not really about technology. It is about
led to a massive business process overhaul
developing a fundamental, long-lasting, game-
that optimized our entire internal value chain,
changing business model" - what we came to
everything from finance to supply chain to
call our Integrated Digital Service Platform.
product installation to service.
People will often come up to us at a
Achieving operational excellence across
conference and say, "We're trying to become
the organization had created a strong global
more digital. We have this initiative or that
platform while simultaneously allowing us
initiative. How did you do it?" We tell them
to remain ultra-local for certain functions.
the most fundamental requirement is to look
For example, Schindler has more than 1,000
comprehensively at your business. You can't
service centers worldwide, which allow us to
just drive the technology initiative; you have to
stay extremely close to our customers.
really think about how you can substantially
improve your business model, or disrupt it
and we might have stopped there. But we
altogether from a completely new angle. To
realized that, in the mid-term, some of our
take full advantage of new digital technologies,
competitors could replicate what we'd done.
you need to take a holistic approach.
John Hancock Mutual Life Insurance Co., a pioneer
in digitizing customer information, digitizes 2 million
life-insurance policies.
1960
1955
What we had achieved was remarkable,
American Airlines' Sabre flight-reservation
system digitizes a process developed in the
1920s, handling 84,000 telephone calls per day.
CIO Straight Talk - Issue 7
Table of Contents for the Digital Edition of CIO Straight Talk - Issue 7
Contents
CIO Straight Talk - Issue 7 - Cover1
CIO Straight Talk - Issue 7 - Contents
CIO Straight Talk - Issue 7 - 1
CIO Straight Talk - Issue 7 - 2
CIO Straight Talk - Issue 7 - 3
CIO Straight Talk - Issue 7 - 4
CIO Straight Talk - Issue 7 - 5
CIO Straight Talk - Issue 7 - 6
CIO Straight Talk - Issue 7 - 7
CIO Straight Talk - Issue 7 - 8
CIO Straight Talk - Issue 7 - 9
CIO Straight Talk - Issue 7 - 10
CIO Straight Talk - Issue 7 - 11
CIO Straight Talk - Issue 7 - 12
CIO Straight Talk - Issue 7 - 13
CIO Straight Talk - Issue 7 - 14
CIO Straight Talk - Issue 7 - 15
CIO Straight Talk - Issue 7 - 16
CIO Straight Talk - Issue 7 - 17
CIO Straight Talk - Issue 7 - 18
CIO Straight Talk - Issue 7 - 19
CIO Straight Talk - Issue 7 - 20
CIO Straight Talk - Issue 7 - 21
CIO Straight Talk - Issue 7 - 22
CIO Straight Talk - Issue 7 - 23
CIO Straight Talk - Issue 7 - 24
CIO Straight Talk - Issue 7 - 25
CIO Straight Talk - Issue 7 - 26
CIO Straight Talk - Issue 7 - 27
CIO Straight Talk - Issue 7 - 28
CIO Straight Talk - Issue 7 - 29
CIO Straight Talk - Issue 7 - 30
CIO Straight Talk - Issue 7 - 31
CIO Straight Talk - Issue 7 - 32
CIO Straight Talk - Issue 7 - 33
CIO Straight Talk - Issue 7 - 34
CIO Straight Talk - Issue 7 - 35
CIO Straight Talk - Issue 7 - 36
CIO Straight Talk - Issue 7 - 37
CIO Straight Talk - Issue 7 - 38
CIO Straight Talk - Issue 7 - 39
CIO Straight Talk - Issue 7 - 40
CIO Straight Talk - Issue 7 - 41
CIO Straight Talk - Issue 7 - 42
CIO Straight Talk - Issue 7 - 43
CIO Straight Talk - Issue 7 - 44
CIO Straight Talk - Issue 7 - 45
CIO Straight Talk - Issue 7 - 46
CIO Straight Talk - Issue 7 - 47
CIO Straight Talk - Issue 7 - 48
CIO Straight Talk - Issue 7 - 49
CIO Straight Talk - Issue 7 - 50
CIO Straight Talk - Issue 7 - 51
CIO Straight Talk - Issue 7 - 52
CIO Straight Talk - Issue 7 - 53
CIO Straight Talk - Issue 7 - 54
CIO Straight Talk - Issue 7 - 55
CIO Straight Talk - Issue 7 - 56
CIO Straight Talk - Issue 7 - 57
CIO Straight Talk - Issue 7 - 58
CIO Straight Talk - Issue 7 - 59
CIO Straight Talk - Issue 7 - 60
CIO Straight Talk - Issue 7 - 61
CIO Straight Talk - Issue 7 - 62
CIO Straight Talk - Issue 7 - 63
CIO Straight Talk - Issue 7 - 64
CIO Straight Talk - Issue 7 - 65
CIO Straight Talk - Issue 7 - 66
CIO Straight Talk - Issue 7 - 67
CIO Straight Talk - Issue 7 - 68
CIO Straight Talk - Issue 7 - 69
CIO Straight Talk - Issue 7 - 70
CIO Straight Talk - Issue 7 - 71
CIO Straight Talk - Issue 7 - 72
CIO Straight Talk - Issue 7 - 73
CIO Straight Talk - Issue 7 - 74
CIO Straight Talk - Issue 7 - 75
CIO Straight Talk - Issue 7 - 76
CIO Straight Talk - Issue 7 - 77
CIO Straight Talk - Issue 7 - 78
CIO Straight Talk - Issue 7 - 79
CIO Straight Talk - Issue 7 - 80
CIO Straight Talk - Issue 7 - 81
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CIO Straight Talk - Issue 7 - 83
CIO Straight Talk - Issue 7 - 84
CIO Straight Talk - Issue 7 - 85
CIO Straight Talk - Issue 7 - 86
CIO Straight Talk - Issue 7 - Cover3
CIO Straight Talk - Issue 7 - Cover4
https://magazine.straighttalkonline.com/hi_tech
https://magazine.straighttalkonline.com/issue12
https://magazine.straighttalkonline.com/assetheavy2020
https://magazine.straighttalkonline.com/lifesciencesandhealthcare2019
https://magazine.straighttalkonline.com/womenintech2
https://magazine.straighttalkonline.com/financialservices2019/
https://magazine.straighttalkonline.com/issue11
https://magazine.straighttalkonline.com/issue10
https://magazine.straighttalkonline.com/issue9
https://magazine.straighttalkonline.com/womeninit
https://magazine.straighttalkonline.com/financialservices
https://magazine.straighttalkonline.com/issue8
https://magazine.straighttalkonline.com/issue7
https://magazine.straighttalkonline.com/issue6
https://magazine.straighttalkonline.com/issue5
https://magazine.straighttalkonline.com/issue4
https://magazine.straighttalkonline.com/issue3
https://magazine.straighttalkonline.com/issue2
https://magazine.straighttalkonline.com/issue1
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