Representing and validating digital business processes

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Thus, the transformation is disruptive; it affects not only customer relationships, but internal processes and value propositions as well (Westerman et al., 2011).A number of factors are identified as key drivers for digital transformation, including: Two examples help illustrate this transition: AT&T in the United States and Rogers in Canada.This article describes the need for the model and the methodology used to develop it, and it offers recommendations on how to use the model and further develop it as our understanding of digital transformation evolves.Introduction Communications service providers are being faced with a deep transformation that is taking them from being providers of traditional communication services (e.g., voice, SMS) into providers of digital services (e.g., music, mobile TV, cloud services, Internet of Things) This digital transformation – the use of technology such as analytics, mobility, social media, and smart embedded devices to improve the performance or reach of an enterprise (Westerman et al., 2011) – also requires communications service providers to digitize the way they serve their customers throughout the entire customer lifecycle.

Indeed, several researchers (e.g., Friedrich et al., 2015; Kuebel et al., 2014; Ovum, 2014) have shown that communications service providers are already committed and are taking steps towards digital transformation, but lack a clear path or guide.

Five levels of maturity were selected and integrated into the model skeleton, or outline, which included the seven dimensions (see Figure 2). Initial outline of the digital maturity model for telecommunications service providers Next, an initial set of characteristics for each element in the matrix was defined.

This step included a review of existing literature, examination of other available models, and input from experienced practitioners in the subject matter.

For this study, a panel of 10 experts was formed, including a mix of authorities that came from communications service providers, academia, and the industry analyst and consultant communities. The Dephi method The Model The outcomes of the Delphi study included: Figure 4.

The completed digital maturity model for telecommunications service providers showing a hypothetical organization's maturity levels for each of the seven dimensions The dimensions aim to cover the vital areas of the business that are impacted and in turn impact digital transformation.

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