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