Next in the next-generation strategy kit is: “High degree of collaboration of the ICC across stakeholders that allows more transparency in the engagement and leads to co-creation of methods of delivery/operation of ICC with stakeholders”.
Basic premise for this view-point is the evolution of the working model for ICC. A typical model for shared services has ‘close door’ system or ‘black box’ system. It means that for rest of the organization, this shared services engagement is only for the delivery of service outcomes. For rest, ICC manages internally. It worked fine during early phase of the evolution of this system since it brought relief to other dependent parties from headache of managing variety of matters; now they could just focus on the outcomes from this shared service. But today, this black box is limiting the overall capability of the organization to innovate and improve
With advent of modern social networking and collaboration practices (like wiki, blogs etc.), possibilities of innovation has gone multi-fold. How to leverage the talent, ideas and learning across the organization in integrated manner, that’s the focus of this point.
As I see, going forward..Continue reading the blog...
