Agile Perspective Post-Discussion Story (Yashkirti-1147695)

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Fanshawe College *

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6125

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Management

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Apr 3, 2024

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Uploaded by BarristerFlowerBaboon32

MGMT 6125: Perspectives of business analysis Discussion: 4 Agile Perspectives Submitted to: Trissa J. Kantzas Submitted by: Yashkirti

Ques. Understanding the scope of the transformation, how important was it to try to change the ING culture as part of this transformation? Changing the culture at ING Bank Netherlands was crucial as part of the transformation for several reasons.  The shift to an agile methodology required a cultural change to align the organization with the principles of agile working, such as adaptability to change, customer-centric, and collaboration.  The existing culture needed to be re-structured to support the new way of working, including the adoption of agile practices and the empowerment of employees.  To eliminate bureaucracy, simplify processes, and empower employees.  To develop an organization that is more customer-centric and efficient.  To get support from key stakeholders such as the work council, ING board group, and bank regulators. Recommendation: According to my perspective, the bank should opt for a call center as the next step in rolling out the agile methodology because:  The call center and operations responsible for daily banking in the Netherlands represented a significant unit of about 1,700 employees, making it a substantial area for potential improvement.  When we apply agile methodology in a close supervision and factory-like mentality of call center it will help in improving customer service, overall operations, and employee satisfaction.  Also, by implementing the agile methodology into the call center, ING Bank Netherlands can check how efficient and adaptable the agile methodology is in different working environments.  Furthermore, the call center's role in daily banking operations made it a critical touchpoint for customer interactions, making it an ideal candidate for implementing the omnichannel strategy and seamless switching between channels, which was a key focus of the transformation journey. Risks

If ING Bank Netherlands selects the call center as the next step in rolling out the agile methodology, it is a strategic move due to the significant opportunities for improvement in customer service, operational efficiency, and employee empowerment. However, there are potential risks involved, such as:  Resistance to change: employees might not accept the change.  Higher authority might not accept it: due to loss of authority/control over operations.  Time: fully adapting the agile methodology in the call center going to take some time and during that implementation phase it’s going to be difficult for both employees and customers.  Lack of knowledge about agile methodology: Not every employee knows about it, how it works, or how to work in this methodology.  Agile methodology is not meant for every department, we’ve to figure out in which department it will suit better.

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