Capturing Value from Technology and Challenges to Past Successes: The Case of NTT DATA

摘要

We identify key obstacles to coping with disruptive change among large Japanese IT firms through an examination of the challenges faced by NTT DATA. For Japanese firms, quality culture generally has been an asset for capturing value from existing technology but we show the conditions under which it interferes with adaptation to disruptive technological change. The private sector has been leading changes in market demand and technology. NTT DATA, however, has responded sluggishly to these challenges. We explore the role of a weak customer orientation and quality culture that stresses stability and reliability over innovation. These practices grew out of its experience with mainframe computers in the public sector. They created an organizational culture that slows its pace of adaptation to the dramatically new markets and technologies.