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March 09, 2020

Duke Energy's 2020 AWARD FINALIST CASE STUDY : Best Achievement in Operational Excellence to deliver Digital Transformation

Read this article about Duke Energy, Best Achievement in Operational Excellence to deliver Digital Transformation, selected by the independent judging panel, for the 2020 Business Transformation & Operational Excellence Industry Awards program.

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The electric utility industry is facing a range of disruptions, with the emergence of new technologies, increase of customer expectations and shift of energy demands. Duke Energy (NYSE: DUK) as one of the largest energy holding companies in the U.S., has set its long-term strategy to generate cleaner energy, modernize the energy grid, expand natural gas infrastructure, engage stakeholders in new ways and, ultimately, enhance the customer experience.

Its transformation efforts and digital work has not just sparked operational efficiencies but created the beginning of a culture change where employees are able to work faster, smarter and safer. Duke Energy’s leaders and employees are beginning to think, act and interact more effectively – and are becoming one of the world’s first truly digital utilities.

The company is creating a smarter energy future for the people and communities it serves. As Duke Energy changes, industry-wide disruption is also evolving – and it must keep in lockstep with the accelerating pace of change. New technologies and maturing digital tools have enabled new opportunities to meet ever-increasing customer and employee expectations. The strategy was refreshed, embedding operational excellence and digital transformation as foundation enablers to deliver on their commitments to their customers, investors and employees. 

In 2018, Duke Energy implemented an enterprise-wide digital transformation, called Lighthouse. Lighthouse aims to steer the company away from the real business risks, toward a technology-enabled future and has resulted in one of the fastest transformations Duke Energy has ever experienced. Some highlights of this transformation include:

  • Built 20 digital products from the ground up in one year
  • Deployed releases of these products to over 4,500 employees and contractors
  • Impacted the enterprise by engaging ten business units and involving over 500 employees in this effort
  • Realized an average of 93% satisfaction measure for employees within Lighthouse and a strong Net Promoter Score for its products 

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Duke Energy has realized these results by staying focused on delivery and execution — and by adopting a structured approach, known as the Digital Operating Model:

  • Promote leadership support and alignment to include all operating business units in their digital transformation – Organizational alignment around objectives and key results
  • Building an Agile team for each digital product: Every digital product has a dedicated co-located/cross-functional team with business and IT representation
  • Funding teams incrementally (i.e. Metered Funding): Funds are provided to carry a team’s effort through an eight-week window. After which, the teams submit their Business Outcome Summary highlighting key results and identifying their future funding need
  • Ensuring human-centric design is carried thoroughly throughout the design, implementation and deployment phases: All pain points are refined during workshops with user empathy maps and other tools to ensure they are building the right product

Duke Energy envisions becoming a truly digital utility, where they design, develop and deliver digital products to improve their customer and employee experience.

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About the Awards

The Business Transformation & Operational Excellence Awards have been established to showcase globally the most outstanding organizational achievements through the application of Operational Excellence programs. Click here to view the Press Release.

The winners will be announced at the Awards Ceremony at The Business Transformation & Operational Excellence World Awards (BTOES) on Wednesday, March 25th, 2020, from 6.30pm in the Venetian Ballroom at the Loews Portofino Bay Hotel at Universal Orlando Resort.

The Business Transformation & Operational Excellence Awards are open to all organizations, both private and public sector, across the globe, which have implemented Operational Excellence programs to deliver outstanding business results.

The Awards will be held in conjunction with the Business Transformation & Operational Excellence World Summit, BTOES 2020 in the beautiful Venetian Ballroom on March 25, 2020 at the Loews Portofino Bay Hotel at Universal Orlando™️. Click to access the agenda, view the current speakers, and watch the highlights video from last year.

 

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BTOES.com

The issues in this article are just one of topic areas that are going to be discussed at the Business Transformation & Operational Excellence World Summit & Industry

BTOES is the industry’s biggest and best, senior-level, cross-industry gathering of Business Transformation & Operational Excellence industry leaders and senior executives.

It also hosts the Business Transformation & Operational Excellence Awardswhich showcase globally the most outstanding organizational achievements through the application of Operational Excellence programs.

The summits hosts a number of private forums for C-Level & Global corporate-level leaders as well as business unit heads.

With over 150 speakers, over 100 sessions, 12 Keynotes, 9 Track Themes, 5 parallel tracks, 60+ track sessions, 50 roundtable discussions, 20 Interactive Workshops, 6 Thought Leader Panels, 5 Leaders Boardrooms, 5 co-located events, the Industry Awards Program, Site Visits, 20+ hours of social networking including 2 gala cocktail parties, dinners, numerous group activities, this is the ultimate event to benchmark, network and drive Operational Excellence to the next level.

 

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Speakers

Agenda

BTOES Awards

 

There is a strong focus on Cultural Transformation, Customer Delight, Sustaining an Operational Excellence program, Need for end-to-end Business Transformation, Keeping up with new technologies/impact of digitalization and Leadership Buy-in & Understanding. We dedicated two tracks to advanced technologies, such as AI, Machine Learning, RPA, Predictive Analytics, Blockchain, Cloud infrastructure etc.

The agenda is designed to encourage active meaningful conversations though all day enhanced networking and interaction opportunities, including

  • All-day Refreshment & Themed Breaks

  • 1¼ Hour Hot Breakfast Networking Sessions

  • 1½ Hour Hot Plated Networking Lunches with Topic & Industry Sector focussed tables

  • 1½ Hour Roundtable Sessions by Topic & Industry Sector.

  • Keynote & Themes Panel Sessions

  • Hosted Welcome Receptions from 5.30pm

  • Expanded more lavish Awards Program

  • Newly launched Night Summit for attendees to meet after dinner

For more information or to discuss the summit in more detail please schedule a call below,

Click here to schedule a call. 


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