Give your transformation a bit of a health check

Nina Muhleisen | 30 September 2019


At Three6 we have simplified it down as much as possible into what we refer to as DigiOps and three key areas to play in; build, run and innovate, all of which are equally important but with the right tools, techniques and mindset you can translate this strategy into positive outcomes for your operations management.

In each of these areas, you need to be able to answer these key questions:


Clarify from the outset what you want and expect from “going digital”.

  • Where does your company want to win in the next 5 years? And what does that mean for your business or division? And how to ensure that you are integrated with the bigger picture?
  • What are the emerging technologies that can impact your business?
  • What levers can you pull to reach your goal?
  • Who are your customers and how do they engage with you?
  • What has already been tried and tested in your organisation that you can leverage?


At this point, it is important to look not only at the processes you follow today but to start reimagining the processes that your customers want for the future, preferably through analysing that real-time data. With that journey, you can then develop an understanding of the available technologies required to close the gap towards your ideal state.

But always start with your strategy, customer direction and then align your technology.

5 Capabilities


Digital innovation is a sum of parts, a tight ecosystem.

  • How do you embed it in your business organisation?
  • What is the demand for your services?
  • What are the capabilities you need to understand in your workforce?
  • How do you balance the workforce between systems and people?
  • What capacity do you really need?
  • What are the best ways of working for your business to be responsive to demand?
  • How do you use data to improve your performance?
  • What measures are the right ones to focus on?


Seeking a continually improved understanding of customer behaviour throughout the cycle must be the guiding principle of your digital journey.

  • How do you set up a culture of continuous improvement or innovation?
  • What are the projects that you should be working on to improve the customer and employee experience?
  • How do you make sure that all the hard work that you have done doesn’t go to waste before thinking about the next advancements in tech and process?

It’s a lot of information to take in and a lot of things to consider but all are essential to the sustainability of your transformation. Start by focusing on your key problem areas and with the right tools, techniques and mindset, you can translate this strategy into positive outcomes for your team and customers.