In 2021, APQC's Marisa Brown along with DSCI's Kathy Colucci and Zoja Kukic interviewed three leaders from Japan Tobacco International (JTI) about the organization’s order-to-cash (O2C) transformation.
JTI wanted to transform its order-to-cash process as part of a global transformation effort, but the COVID-19 pandemic threatened to disrupt the transformation. However, JTI adjusted to the disruption of the pandemic through robust change management and a flexible transition approach, ultimately allowing the organization to complete the transformation on schedule.
This case study examines:
- How JTI’s iterative transition strategy helped ensure effective knowledge transfer and minimize business disruption
- Why JTI centered its change and communication strategies around end users
- How bringing the O2C management structure together enabled cost savings and process improvements