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.