DELOITTE
106 also give them subjects to think through . We ’ re working in collaboration with our eco-system of partners to make the experience as valuable as it can be .”
But for any transformation to work , companies must ensure that their employees are prepared to embrace the ‘ change journey ,’ says van Houten .
“ You can put in as many tools and new processes as you want , but if you don ’ t change the people , if you don ’ t change their behaviour and the way they look at their business then it ’ s never going to work on the mid- to long term . Ultimately , we train our clients ’ people to change their businesses so they work end-to-end with their customer in mind . You have to really look at a business end-to-end and ask how do day-to-day activities and decisions impact the customer and consumer at the end of the supply chain ?
“ It ’ s also really important that companies encourage collaboration across all of their departments in an effort to really break down silos and business functions . That ’ s the best way to think about what is best for customers and develop the optimum organisational setup to sustain and improve a segmented way of working across function , while delivering the right services in a profitable way .”
OCTOBER 2018