Comparing BAU operations, Sustaining and Disruptive Innovation
Anand Pandey
Organizational Transformation Consultant & Career Coach | Shaping Future Leaders & Transformative Strategies
Business As Usual
Objective: The normal execution of standard operations within an existing value network.
Roles & Responsibilities: I am a Service Owner. I am accountable for the BAU operations of all the business services so that Customers get what they need for a better today.
We know our customers need this!
Validation of Assumption: Issue Based Planning • Is it written in an SLA? • Is it fixing something which broke? • Is it something which needed for service usability?
Validation of Outcome: • Were we able to bring the KPI back to BAU? • Did it solve the customer problem?
Example: Claim processing within defined SLA of 10 working days.
Sustaining Innovation
Objective: Incremental value gain over existing solutions available to existing users.
Roles & Responsibilities: I am a Product Manager. I am accountable to ensure our Customers get what they want and need to perform for a better tomorrow.
We know our customers want this!
Validation of Assumption: Goal Based Planning • Is it as part of customer / regulatory requirement? • How will we ensure/influence customer to use this?
Validation of Outcome: • Are customers using it effectively? • Did it solve the customer problem or increased customer loyalty?
Example: Improving claim processing timeline to within 4 days.
Disruptive Innovation
Objective: Creating a value network that eventually disrupts an existing market and value network.
Roles & Responsibilities: I am a Product Entrepreneur. I am accountable to ensure we have competitive advantage in our line of business for a better future.
We think our customers would want this!
Validation of Assumption: Opportunity Based Planning • Do customers recognize the problem we are trying to solve (usability)? • Should we build the solution (value, viability and ethical)? • Can we build the solution (feasibility)?
Validation of Outcome: • Has it resulted in increased market share or built new customer base?
Example: Claims getting auto-submitted and approved instantly.