© Operational Excellence Consulting. All rights reserved.
This presentation is a collection of PowerPoint diagrams and
templates used to convey 20 different Digital Transformation
frameworks and models.
Digital Transformation
Frameworks
Diagrams and Templates of Digital
Transformation Frameworks & Models

© Operational Excellence Consulting. All rights reserved. 2
Contents
1. Ten Guiding Principles of Digital
Transformation
2. The BCG Strategy Palette
3. Digital Value Chain Model
4. Four Levels of Digital Maturity
5. Customer Experience Matrix
6. Design Thinking Framework
7. Business Model Canvas
8. Customer Journey Map
9. OECD Digital Government Transformation
Framework
10. Accenture’s Nonstop Customer Experience
Model
11. MIT’s Digital Transformation Framework
12. McKinsey’s Digital Transformation Framework
13. Capgemini’s Digital Transformation
Framework
14. DXC Technology’s Digital Transformation
Framework
15. Gartner’s Digital Transformation Framework
16. Cognizant’s Digital Transformation Framework
17. PwC’s Digital Transformation Framework
18. Ionolgy’s Digital Transformation Framework
19. Accenture’s Digital Business Strategy
Framework
20. Deloitte’s Digital Industrial Transformation
Framework
NOTE: This is a PARTIAL PREVIEW.
To download the complete presentation, please
visit: https://www.oeconsulting.com.sg

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The Ten Guiding Principles of a Digital Transformation provides guidance to
organizations in defining value, launch and acceleration, and scaling up
The Ten Guiding Principles of a Digital Transformation
Source: A Roadmap for a Digital Transformation, McKinsey, 2017
1
Stage 1
Defining Value
Secure senior
management
commitment
2 Set clear,
ambitious targets
3 Secure investment
8
Stage 3
Scaling up
Sequence initiative
for quick returns
9 Build capabilities
Adopt a new
operating model
10
4
Stage 2
Launch and
acceleration
Start with lighthouse
projects
5 Appoint a high-
caliber launch team
6 Organize to promote
new, agile ways of
working
7 Nurture a
digital culture

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Based on the BCG Strategy Palette concept, companies can adopt five different
approaches when dealing with environmental changes in the digital age
The BCG Strategy Palette
Source: Based on BCG
ADAPTIVE
I can’t predict
it, and I can’t
change it.
CLASSICAL
I can predict
it, but I can’t
change it.
SHAPING
I can’t predict
it, but I can’t
change it.
VISIONARY
I can predict
it, and I can
change it.
RENEWAL
My resources
are severely
constrained.
MALLEABILITY
UNPREDICTABILITY
HighLow
High
Low
HARSHNESS
High
Low

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Digital Transformation drives value in businesses in four ways: enhanced
connectivity, automation of manual tasks, improved decision making, and product
or service innovation
Digital Value Chain Model
Source: Finding Your Digital Sweet Spot, McKinsey, 2013
Customer
experience
Product
and service
innovation
Distribution
and marketing
and sales
Enhanced
corporate
control
Digital
fulfilment
Risk
optimization
Connectivity
with customers,
colleagues, and
suppliers
Decision making
based on big data
and advanced
analytics
Innovation
of products,
business models,
and operating
models
Automation
of manual activity,
Replacing labor
with technology
§ Seamless multichannel experience
§ Whenever, wherever service propositions
§ New digital
products and
services
§ Cocreation of
new products
§ Digital
marketing with
higher return
on investment
§ Digital
augmentation
of traditional
channels
§ Full straight-through processing
and automatic provisioning
§ Virtual servicing and administration
§ Improved, real-
time management
information
systems and
decision making
§ Seamless
integration into
third parties
§ Improved
targeting with
customer
insights
§ Embedded/
automated
controls and
risk profiling

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The Four Levels of Digital Maturity evaluates how companies are reacting to
technological opportunity based on two evaluation dimensions – ‘Digital Intensity’
and ‘Transformation Management Intensity’
The Four Levels of Digital Maturity
DigitalIntensity
Beginners
§ Management skeptical of the
business value of advanced digital
technologies
§ May carry out some experimentation
§ Immature digital culture
Transformation Management Intensity
Conservatives
§ Overarching digital vision exists, but
may be underdeveloped
§ Few advanced digital features,
though traditional digital capabilities
may be mature
§ Strong digital governance across
silos
§ Taking active steps to build digital
skills and culture
Fashionistas
§ Many advanced digital features (such
as social, mobile) in silos
§ No overarching vision
§ Underdeveloped coordination
§ Digital culture may exist in silos
Digirati
§ Strong overarching digital vision
§ Good governance
§ Many digital initiatives generating
business value in measurable ways
§ Strong digital culture
Source: Based on MIT Center for Digital Business and Capgemini Consulting

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The Customer Experience Matrix outlines four kinds of customer experience, based
on a company’s capacity for cost-efficiency and effectively interacting with
customers, and customizing its behavior toward individual customers
The Customer Experience Matrix
Targeted
Experience
Mass
Experience
One-to-One
Experience
Niche
Experience
Real-time and
Omni-channel
One-way
messaging
Standard Individual
INTERACTION
CAPABILITIES
CUSTOMIZATION
CAPABILITIES

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The Design Thinking Framework is a human-centered, creative problem-solving
process of discovery, ideation and experimentation that forms the backbone of
digital transformation
Design Thinking Framework
Source: Stanford d.school
Learn about the
audience for
whom you are
designing, by
observation and
interview. Who is
my user? What
matters to this
person?
Create a point of
view that is
based on user
needs and
insights.
What are their
needs?
Brainstorm and
come up with
as many
creative
solutions as
possible.
Wild ideas
encouraged!
Build a
representation of
one or more of
your ideas to show
to others. How can
I show my idea?
Remember: A
prototype is just a
rough draft!
Share your
prototyped idea
with your original
user for
feedback. What
worked? What
didn’t?
Empathize
Define
Ideate
Prototype
Test

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The OECD Recommendation of the Council on Digital Government Strategies
highlights several governance dimensions to consider when analyzing and
supporting a country’s efforts in public sector digitalization
The OECD Digital Government Transformation Framework
Source: OECD, 2016
Digital
government
strategy
Institutional
framework
Co-ordination
mechanisms
Stakeholder
involvement
Policy levers
Service delivery
Monitoring
Co-ordination
with other
strategies
Digital Transformation of
the Public Sector

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Accenture’s Nonstop Customer Experience Model shows that driven by new
technology, the customer journey is dynamic, accessible and continuous, with
evaluation at the center and channels that are always on and always on hand
Accenture’s Nonstop Customer Experience Model
Source: Accenture
Open content/channels Brand controlled content/channels
Discover
Consider
Evaluate
Use
Purchase
PROMISE DELIVERY

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MIT’s Digital Transformation Framework includes a unique element that guides
companies to adopt a new framework of accountability organized around
components rather than functions, product lines, or geographies
MIT’s Digital Transformation Framework
External
Developer
Platform
Accountability
Framework
Digital
Platform
Shared
Customer
Insights
Operational
Backbone
Source: Adapted from MIT

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McKinsey’s Digital Transformation Framework, called the ‘4Ds of Digital
Transformation’, consist of the phases of Discovery, Design, Deliver and De-risk
McKinsey’s Digital Transformation Framework
Source: McKinsey Quarterly, 2017
Discover
DesignDeliver
De-Risk
Discover: Shape digital ambition, strategy
and business case based on insights
Design: Reinvent and prototype new
capabilities and breakthrough journeys as
part of a program
Deliver: Activate an ecosystem to rapidly
deliver at scale
Re-risk: Structure the change program,
resources and commercial model to
reduce operational and financial risk

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Capgemini’s Digital Transformation Framework highlights nine elements that should
be addressed in a digital transformation process
Capgemini’s Digital Transformation Framework
Operational
Process
Process digitization
• Performance improvement
• New features
Worker enablement
• Working anywhere anytime
• Broader and faster communication
• Community knowledge sharing
Performance management
• Operational transparency
• Data-driven decision-making
Customer
Experience
Customer understanding
• Analytics-based segmentation
• Socially-informed knowledge
Top line growth
• Digitally-enhanced selling
• Predictive marketing
• Streamlined customer processes
Customer touch points
• Customer service
• Cross-channel coherence
• Self service
Business
Model
Digitally-modified business
• Product/service augmentation
• Transitioning physical to digital
• Digital wrappers
New digital business
• Digital products
• Reshaping organizational
boundaries
Digital globalization
• Enterprise integration
• Redistribution decision authority
• Shared digital services
Digital capabilities
• Unified Data & Processes
• Analytics Capability
• Business & IT Integration
• Solution Delivery
Source: Capgemini Consulting & MIT Center for Digital Business

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Gartner’s Digital Transformation Framework enables CIOs and other business leaders to
build a successful digital enterprise
Gartner’s Digital Transformation Framework
STEP 6:
Create New
Digital Business
Capabilities
STEP 1:
Create the Right
Mindset and Shared
Understanding
STEP 2:
Put the Right
Leaders in
Place
STEP 3:
Launch a Digital
Business Center
of Excellence
STEP 4:
Formulate Digital
Strategy to Respond
to Opportunities &
Threats
STEP 5:
Find, Develop &
Acquire Digital
Business Skills
& Roles
Six-Step
Digital
Transformation
Framework
Source: Based on Gartner

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Cognizant’s Digital Transformation Framework defines four common elements that
apply to most companies making digital change in both the B2C and B2B markets
Cognizant’s Digital Transformation Framework
Source: Cognizant
Digital
Transformation
Framework
Digital
marketing
Omni-
channel
Customer
insight
Customer-
centric &
standard
platforms
Agile
approaches
to work
Anytime,
anywhere,
any device
Connected
products
Pay per use
Predictive
usage
Digital
collaboration
& innovation
Digital skills
& virtual
workforce
Dynamic
partner
ecosystems
Digitize the
customer
experience
Digitize
products
& services
Digitize the
organization
Digitize
operations

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PwC’s Digital Transformation Framework is built on Industry 4.0 (Fourth Industrial
Revolution) as the heart of digital change and incorporates data and analytics as the
core capability
PwC’s Digital Transformation Framework
Multilevel customer
interaction and
customer profiling
Industry
4.0
Big data analytics
and advanced
algorithms
Smart sensors 3D printing
Mobile devices
IoT platforms
Location detection
technologies
Advanced human-
machine interfaces
Authentication and
fraud detection
Augmented
reality/wearables
Cloud computing
Source: Adapted from PwC

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Ionology’s Digital Transformation Framework uniquely positions Technology not as
a building block but as the means by which all processes are supported and
delivered
Ionology’s Digital Transformation Framework
Source: Ionology
TECHNOLOGY
TECHNOLOGY
COMPETITIVE ADVANTAGE
THROUGH IMPROVED
COMMUNICATIONS
DIGITAL CAPABILITIES AGILE INNOVATION
PEOPLE
ENGAGEMENT
& CULTURE
DIGITAL
BUSINESS
STRATEGY
BUSINESS
ALIGNMENT

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Accenture’s Digital Business Strategy Framework addresses the issues, decisions,
actions and investments required in creating a digital business
Accenture’s Digital Business Strategy Framework
Source: Accenture
Digital Operations & Platforms
Information & Applications
Vision, Opportunities & Outcomes
Digital Products,
Services & Offerings
Innovation & IP
Customer
Experiences
& Workforce
Abilities
Operating
Model &
Future of Work
Digital
Ecosystem &
Business
Process
BusinessModel
OperatingModel

© Operational Excellence Consulting. All rights reserved. 19
Deloitte’s Digital Industrial Transformation Framework begins with strategy, which is
carried through to redesigning talent models, transforming processes and retooling
technology
Deloitte’s Digital Industrial Transformation Framework
Source: Deloitte
Strategy
Business
model
Operating
model
Capabilities
People,
process and
technology
AGILE
MINDSET
CUSTOMER
SUCCESS
DIGITAL
ADOPTION
1. What is your
winning aspiration?
3. What capabilities are
needed to win? Which are
new versus existing?
5. What business
processes, technology, and
management systems are
required to win?
2. Where do you choose
to play, and how will you
win?
4. How should capabilities be
configured? Where should they
be executed? Who has
ownership and decision rights?

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Operational Excellence Consulting is a management training and consulting
firm that assists organizations in improving business performance and
effectiveness. Based in Singapore, the firm’s mission is to create business
value for organizations through innovative design and operational excellence
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