DESIGN THINKING FOR ENTERPRISE TRANSFORMATION: A “DIGITAL REIMAGINATION” CASE STUDY LEAN DIGITAL SM genpact.com/leandigitalTABLE OF CONTENTS ABSTRACT 3 WHAT IS DESIGN THINKING, AND WHAT CAN IT DO IN ENTERPRISE TRANSFORMATION? 3 CASE STUDY: REIMAGINING ORDER-MANAGEMENT FOR A GLOBAL CONSUMER PRODUCT MAKER 4 LESSONS LEARNED 5 • PEOPLE 5 • PROCESS 6 • TECHNOLOGY, AND EQUIPMENT 6 THE IMPACT OF DESIGN THINKING ON THE INNOVATION “MUSCLE” OF COMPANY OPERATIONS 7ABSTRACT Design thinking is a problem solving approach that focuses on people and their emotional responses. It helps identify what matters to people, both outside and inside of the organization. Although traditionally used in consumer facing design, its ability to look beyond functional needs—and unearth

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