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Digital Transformation at KPN: Navigating Organizational Disruption

Title Author(s) Type Topic(s) Comments Date
Digital Transformation at KPN: Navigating Organizational Disruptionvan der Meulen, Nick
Weill, Peter
Woerner, Stephanie L.
Working PaperBusiness Agility
Business Models
IT-based Business Transformation
Abstract: KPN, a leading provider of ICT services in The Netherlands, was under significant financial strain in 2013. To prevail in a highly competitive and saturated market, it needed to make two seemingly conflicting moves almost simultaneously: radically improve its operational efficiency (to reduce costs) and strengthen its customer experience. This case vignette describes how KPN transformed itself and navigated four types of organizational disruption that came with its transformation journey.

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