Retail and distribution

New ISD Organization and Processes

Accor

Customer issue

AccorHotels wanted to catch up with online agencies (such as Booking.com) and to differentiate itself in the digital hotel market (approximately 240 M€ invested over 3 years).

The initial organization separated the project management teams (within the IT department) and the project management teams, with a dilution of responsibility. In addition, the methods were heterogeneous between the teams, which posed difficulties, in particular to collaborate effectively on the development/maintenance/MCO of the distribution system, which was entrusted to a service provider. Finally, there were no cross-functional corporate functions, nor a method to make all the teams work together on complex transformations.

Key points and results

The objectives of the transformation were:

  • Give more responsibility to more autonomous teams, on IS subsets, with an end-to-end vision and management (innovation, roadmap, development, MCO)
  • Specify shared or cross-functional roles

The scope covered the historical IT department (development, maintenance, production & infrastructure oriented), and the "IS Distribution" business team (acting as a project manager). The two teams were grouped together in a new department called "Digital Services", itself organized with a different approach (product-oriented organization). The Tasmane (formerly Fontaine Consultants) approach was as follows:

  • Workshops with the future management of the entity to define the principles: comparison of possible organizations; division into Products (based on the functions to be covered and the structuring applications); cross-functional needs and opportunities for sharing; definition of roles
  • Definition of the human organization closest to the ideal model (responsibility casting)
  • Interviews with leaders who have to play new roles, to identify questions, fears, existing support points...
  • Organization of 2 seminars with the Product and Transversal actors, allowing to share the new operating modes (formalized in an educational and synthetic way)

Tasmane (Fontaine Consultants) brought his knowledge of external models ("Feature Teams", SAFe framework...) and his understanding of the AccorHotels IS projects and applications portfolio.

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