重塑企业运营应变于新，启运未来 从洞察到行动，创造非凡价值。优化运营，迈向竞争新前沿 Reinventing Enterprise OperationsDisruption has become a way of life. The Accenture Global Disruption Index estimates macroeconomic volatility has increased 200% since 2017, compared with only 4% from 2011 to 2016.1 It’s putting pressure on every organization to transform, fast and frequently, to keep pace with market expectations.But accelerating broad and bold transformation programs isn’t an end game. Organizations should reinvent every area of their enterprise over time, continually, to better manage change.How can you get started? We believe that high levels of operations maturity can contribute to successful reinvention strategies. It’s a topic we’ve researched and discussed with clients for more than a decade. More organizations than ever are reaching higher levels of operations maturity and accessing new levels of performance today compared with three years ago. But the gap is widening between this growing group of “operations reinventors” and those who have deferred investing in optimizing operations.Finding a way to go beyond functional operational benefits to access a new performance frontier is possible. Some organizations that seek to digitize faster are putting more resilience in the business and capturing new paths for growth by using strategic managed services. These services are an effective and efficient way to drive holistic value and achieve talent at scale, business and industry expertise and access to leading technology. This report aims to offer your organization ways to reinvent operations—with the right technology, insights, data, people and partners.Foreword021. Total Enterprise Reinvention, Accenture 2023 https://www.accenture.com/us-en/insights/consulting/total-enterprise-reinventionYusuf TayobGroup Chief Executive Operations1.企业全面重塑，埃森哲，2023https://www.accenture.com/cn-zh/insights/five-key-forces-of-change如今，颠覆已经成为一种常态。埃森哲“全球颠覆性指数”（Global Disruption Index）估算，自2017年以来，宏观经济波动程度增加了两倍；而2011-2016年间，增幅仅为4%。1 这令所有企业都承受巨大压力，必须不断通过持续快速转型来满足市场预期。然而，加快扩大局部转型项目的范围和力度并非最终目的。企业需应时而动，不断开展全面的自我重塑，以便更好地驾驭变革。如何着手？埃森哲认为，更高的运营成熟度将有助于企业重塑战略的成功推进。而这也正是我们过去十多年来一直在持续研究并与客户探讨的议题。2021年埃森哲曾面向全球千余名企业高管进行调研，探寻运营成熟度与企业绩效之间的关系。三年后，我们再次开展企业运营成熟度评估调研，结果显示，许多企业的运营成熟度都比三年前大幅提高，绩效水平也再上新台阶。这些积极着手开展“运营重塑”的企业正在逐渐取得更多的竞争优势，进一步拉开了与其他企业的差距。对于所有企业而言，突破职能运营收益瓶颈，获得新的绩效增长并非遥不可及。一些快速推进数字化进程的企业，正借助战略性托管服务，增强业务韧性，捕捉新的增长路径。这类服务是驱动整体价值实现，广泛引入具有业务和行业专长的人才，以及获取领先技术的高效途径。本报告旨在为企业提供一些方向和建议，帮助企业从技术、洞察、数据、人才与合作伙伴等多个维度推动运营重塑，以实现全面的价值创造。余思夫（Yusuf Tayob） 埃森哲智能运营事业部 全球总裁前言02重塑企业运营 03重塑企业运营目录08运营重塑 运营重塑的五种方式 1315182124构建 360°价值体系 在整个企业中建立数据决策能力流程创新，提高绩效收益打造大规模的人性化自动化体验采用敏捷人才战略27正视现状：从根基开始直面挑战30迈向竞争新前沿33 优化运营加速增长我们正处在一个深刻变革的时代。技术、消费者偏好和气候变化等因素，影响着世界的运行方式发生巨大的结构性转变。身处非常时期，企业需要采取前所未有的应对措施，并不断进行自我重塑。然而，埃森哲研究发现，仅8%的组织正在开展企业全面重塑（请参见图1）。企业全面重塑战略是一种经过深思熟虑、有明确目标和计划的战略，旨在为组织设定一个竞争新前沿，并在大多数情况下，也为它们所处的行业设定了新的标杆。优化运营是其中不可或缺的一步。当运营表现卓越，企业的业务成果就能繁荣发展。埃森哲最新研究表明，部分企业已开始积极迎接这一挑战，我们将他们称为“运营重塑者”。图1 企业全面重塑财务人力资源法务信息技术采购供应链工程与制造可持续性行业特定职能服务市场营销销售业务部门新业务模式并购企业战略研发人才、文化和目标人工智能 安全 云 数据平台打造数字核心04重塑企业运营 We surveyed 1,700 executives from 1,657 organizations across 15 industries and 12 countries. We assessed organizations across six capability measures of operations maturity. Based on maturity scores for those six capabilities, we plotted organizations across four levels of operational maturity, from least to most mature—foundational, automated, insight-driven and intelligent1 (Figure 2). Our analysis revealed the actions and investments that were driving organizations to the highest levels of operations maturity.图2 运营成熟度的不同阶段我们对来自12个国家、15个行业的1657家企业的1700位高管展开调研，通过运营成熟度的六大能力维度对企业进行评估。基于这六大能力的成熟度得分，我们将企业的运营成熟度划分为四个级别，从低到高依次为基础级、自动化级、洞察驱动级和智能级1（请参见图2）。此外，我们的分析还揭示了企业为了达到最高运营成熟度，采取的行动与进行的投资。六大能力数据、分析 和自动化拥有清晰的数据战略，融合了集中、安全、多样的数据湖按需分析、高级建模和数据科学整个企业都部署了低代码或无代码的自动化工具，效率实现指数级提升智能级 （运营重塑企业）资料来源：埃森哲运营成熟度调研，2023年1. 在2021年报告中，四个级别依次为稳定级、高效级、预测级和未来级。洞察驱动级自动化级基础级几乎所有流程都部署了人工智能，重新定义绩效基准持续对人工智能路线图进行再评估由生态伙伴关系推动人工智能应用场景规划，持续进行战略重塑将领先实践应用于所有业务流程将所有关键业务运营迁至云端，实现敏捷性、优化服务成本通过流程挖掘，校定内外部基准，以实现最优绩效IT和业务职能部门合作，推动战略路线图的制定与落地IT部门对生态合作伙伴（初创企业、软件即服务提供商、人工智能平台企业）进行整合，将信息技术与运营技术（IT-OT）的融合提升至全新高度在几乎所有跨职能的流程中，利用机器辅助提高员工的工作能力配备专业人才（如数据科学家、人工智能专家、设计师、产品经理）依托生态伙伴关系和外部人才平台，提高人才能力和敏捷性利用先进的数据分析和用户主导的自动化技术，规模化部署企业利益相关方体验计划通过人工智能，对所有业务部门和地区的体验计划进行持续改进人工智能领先实践业务部门 与技术部门协作人才战略利益相关方体验05重塑企业运营 Reinventing Enterprise Operations06By balancing six capability measures of operations maturity, organizations can accelerate the move to reinvention and enable growth for the whole enterprise.We find that some organizations are leading the way, while others have stalled in the early stages of their journey.Our operations reinventors also create greater 360° value*:better at agile product and process innovationbetter at driving customer engagement while ensuring customer data privacybetter at providing equal opportunities to women and minorities in the workforcebetter at driving talent manageme