KPN: How to Navigate the Digital Tides
(9 pages of text)
In June 2018, the executive vice-president of Networks and Information Technology of KPN BV (KPN), Bouke Hoving, was evaluating the digital transformation of KPN, the leading telecommunications company in the Netherlands. Hoving had been an initiator of a turnaround that had started at KPN in 2014, after a financially and operationally hectic year. The entry into the market of over-the-top digital services, which used the Internet to bypass platforms the traditional telecommunications companies had once used to control access to customers, had forced KPN to act swiftly, fundamentally revisiting its strategy. By 2018, KPN was in much better shape. By working in agile ways, it had been able to respond more quickly to market and technological developments. Short-term survival seemed to have been secured. The question still to be addressed was how to accelerate KPN’s transformation with the aim of making KPN a winner in a world where digital dominated.
This case was designed to be used at graduate and executive levels and can be used in a variety of courses on business strategy, digital transformation, change management and information systems management to address the following topics: digital disruption, digital business strategy, digital transformation, and scaled agility. After participating in the class discussions and answering the assignment questions, students should be able to do the following:
- Describe digital transformation with confidence and understanding.
- Explain digital transformation leadership as a challenge to create organizational agility.
- Assess an organization’s completeness of vision and its ability to execute a digital transformation.
- Make strategic recommendations and propose alternative actions for designing or re-designing digital transformation journeys.
Information, Media & Telecommunications
Netherlands, Large, 2018
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