This piece by Ken Cottrill from MIT discusses Jeanne Ross’s views on the trends in digital support of enterprises. Clearly they are growing, and it’s also apparent that there is potential for great improvement in enterprises by careful attention to what’s important. There are two nice cases cited.
But I found most interesting was her statement that
“the operations mindset is not a good fit for highly fluid digital services platforms…”
In operations we tend to think that everything is operations, or at least has a close connection, looked at from the right point of view. This statement challenges us to think through how the operations community has been limiting itself by its point of view, and perhaps needs to retool with a closer connection with the new practices of agile, customer-centric and user-motivated change.
We need even more of the design thinking and entrepreneurial attitude in operations.