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Working Paper: Vignette

Digital Transformation at KPN: Navigating Organizational Disruption

This case study describes how KPN transformed itself and navigated four types of organizational disruption that came with its transformation journey.
By Nick van der Meulen, Peter Weill, and Stephanie L. Woerner
CASE STUDY

An in-depth description of a firm’s approach to an IT management issue (intended for MBA and executive education)

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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