ways of working and a low financial performance set KPN on its remarkable simplification journey back in 2013 , but this has not been without its challenges . Utilising The Business Process Framework ( eTOM ) and partnering with telecommunications giant Cognizant , KPN strenuously worked to rebuild its entire IT infrastructure to move from its product-led operations to one which is increasingly consumer led .
“ Cognizant has been instrumental in modernising our back-end systems . Firstly , by supporting the digital transformation of B2B , as well as in B2C , driving down costs . Secondly , the way they have made us increasingly agile has been essential in improving our time to market ,” explains Hoving .
“ By decoupling our front-end systems from the back-end systems , one team could focus purely on optimising the customer experience and rebuild it from scratch , whilst the other could
“ With product simplification , we ’ ve taken 80 % of the products out , harmonising all our processes across products ”
– Bouke Hoving , Executive Vice President for Networks and IT , KPN
88 March 2018