Before the Current
Transformation Journey Practices
The changes in the social and the technical architectures of
the firm led to many benefits. Customer satisfaction was at an all-
time high. Productivity of plants and managers was at a new level—
a level that even the CEO did not anticipate when he started the
journey. The transformation was less onerous than expected be-
cause the transformation process started with strategic clarity. Key
indicators of the changes in performance of the company are
shown in Table 5.3.
The example of Madras Cements allows us to recognize the in-
teractions between the social and the technical architecture and the
role ...