Understand your case for change
OTC issues in your organisation can vary across process and function. The commercial function might lack a sufficient CRM system that integrates to ERP, supply chain function might struggle with inefficiencies in service delivery, and the finance department might struggle with data quality when executing invoices, which means that customers experience low quality in service delivery and receive wrong invoices.
However, all these issues are often deeply interlinked and stem from insufficient order-to-cash principles, structures and governance.
When you design your case for change, it is pivotal that you understand these issues, their decomposition and their root causes.
To provide the key questions to answer in your OTC transformation, you can use issue framing (see figure below). It is essential that you can answer how OTC improvements will support and help deliver on your corporate strategy.