The Unfinished Business of Organizational Transformation: Chapter 1 — Change Drivers and Measures of Success

Change Drivers: Why is there a such a deep desire to change in the first place?

1. Create agile business constructs to embrace disruption for a better future

Teams working on a technology transformation initiative sponsored by the UK government.
With customer centricity becoming mainstream, such dashboards for tracking customer satisfaction and experience are becoming a norm in large businesses.
Sourced from Gallup website that published the Gallup’s 2013 State of the Global Workplace report highlight that only 13% of the employees are engaged at work.

Measures of success: How do we know that we changed?

Fun fact: Einstein made a case against traditional KPIs long back
Above table heuristically shows the growing importance of data and customers in the digital age forcing organizations to be responsive.
  • What did we learn about our customers experience during the change?
  • What did we learn about our internal processes to serve our customers?
  • What did we learn about our markets and how we make money?
  • Did we identify and remove impediments to innovate and/or better serve customers?
  • Are we improving? (better than what we were before)
  • Are we delivering per expectation? (kept our commitments to our customers and employees)
  • Are we considered as valuable? (customers and employees want more of us than ever before)
  • Are we contributing back to the society? (what is our overall contribution back to the society)
Image courtesy of Tanmay Vora:

Preview to the upcoming articles in the series



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Anupam Kundu

Anupam Kundu


Polymath: dad, co-founder, strategist, Computer Vision enthusiast, visual thinker and dog lover.