Cm31 melchionne

Governing an Integrated Workforce Experience: A Delicate Balance

Harbrinder S. Kang

Laura Melchionne

Cisco Systems, Inc.

AgendaEmerging TrendsCisco’s Integrated Workforce Experience

The Changing Nature of Work

Governance and Change Management Strategies

Lessons LearnedA Working Model

Informationand Services

SocialStructure

Technology

Three Emerging Trends: Work, Overload, and Agility

Work

• Society:• Tribes > Kingdoms > Democracy

• Communications is Key• Spoken Word > Written Word >

Printing Press

• Work Being Democratized

Overload

Collaboration = Speed, Scale, Flexibility, Replicability

Agility

Economic benefits of a large enterprise

Agility of a very small organization

Councils Councils / Boards Councils/Boards/Working Groups

Video SharingWikis Discussion Forums CiscopediaCisco IntranetYammer Blogs

Technology Architecture

Business Architecture

Technology, Process, and Culture

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential

Evolution of Councils/Boards

Speed, Scale, Flexibility, Replicability

2001–2005Councils

1 Per YearEnterprise Service ProviderCommercial BPOC(Business Process Operations Council)

2006-2008Councils / Boards

2 Per YearEmerging Markets Services Model

2008-10+Councils/Boards/Working Groups

30+ … Dynamic portfolio evolves as market transitions affect our customers; no longer tied to the fiscal year.

Culture of Competition

Culture of Shared Goals

01 02 03 04 05 06FY00 07 08 09 FY10

Lines Of

Business

CEOCEO

EnterpriseSP Commercial Small

Dynamic Networked Organization

Culture

DecisionMaking

Opaque Transparent

LeadershipPassive-

Aggressive Authentic

AccountabilitySiloed Shared

Culture of Competition

Culture of Shared Goals

From… …To

ResourcesVertical Alignment

PortfolioManagement

“Resources are not possessions; they are instruments of action.”

4 Levels of Cultural Change

Your Personal Social Media Compass Has Not Changed

You are You are responsibleresponsibleYou are You are

responsibleresponsibleAbide byAbide bythe rulesthe rules

Abide byAbide bythe rulesthe rules Add valueAdd valueAdd valueAdd value

Be honestBe honestBe honestBe honestBe yourselfBe yourselfBe yourselfBe yourself

Be mindfulBe mindfulBe mindfulBe mindful

Be respectfulBe respectfulBe respectfulBe respectful

Technology, Process, and Culture

Technology

How we enable it

CultureHow we live it

ProcessHow we do it

My View

People

InformationCommunities

The Enterprise Meets Social Networking

Integrated Workforce ExperiencePeople: Connect and Find the Known and Unknown

Rich Presence Information

Click to call, chat or meet

Integration to Blog Platform

Videos and content authored or recommended

Interests and communities are easily accessible

People

1

25

4

Key Tenets

1. Headline News Tab

2. Architectural Plays

3. Sales “Care Abouts”:

- My Bookings

- My Pipeline

- My Notifications

- My Commissions

- My Opportunities

Sales Network

Collaboration Panel

1

2

3

3

Integrated Workforce Experience - Sales Communities: Access Relevant Information and Applications

Communities

4

5

Integration with Show and Share

Formally managed content

Integration with Directory to show Experts

Integration with related Communities

Integrated Workforce ExperienceInformation: Many Sources. One View.

Information

Integrated with

Exchange for mail,

tasks and calendar

Integrated with

Exchange for mail,

tasks and calendar

Watch list to monitor contacts, posts and topics of interest

Watch list to monitor contacts, posts and topics of interest

Integrated Workforce ExperienceMy View: Work Your Way.

My ViewIntegration of

Functional Community

News

Integration of Functional Community

News

Integrated Access to

IWE Demos, training and

IWE Help

Integrated Access to

IWE Demos, training and

IWE Help

Utilization to Business Impact

© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 3

Number of Members by Functional Unit

07-Nov-09

14-Nov-09

21-Nov-09

28-Nov-09

05-Dec-09

12-Dec-09

19-Dec-09

26-Dec-09

02-Jan-10

09-Jan-10

16-Jan-10

23-Jan-10

30-Jan-10

06-Feb-10

13-Feb-10

21-Feb-10

28-Feb-10

Others 626 647 659 663 676 693 718 725 726 760 870 914 962 1,048 1,099 1,142 1,183

WW Sales 16,248 16,290 16,320 16,336 16,350 16,381 16,408 16,416 16,420 16,435 16,528 16,564 16,605 16,654 16,748 16,776 16,814

WPR 1 1 1 1 1 1 2 2 2 4 15 21 27 32 37 38 44

Manufacturing 9 9 14 14 15 15 22 31 31 45 108 123 305 395 478 526 617

IT 234 236 242 246 252 268 287 306 307 337 466 551 638 861 968 1,014 1,079

Human Resources 59 59 63 64 69 69 81 93 94 105 210 256 281 324 364 402 438

Finance 313 314 320 325 334 344 357 366 366 387 518 546 575 627 696 726 772

Customer Advocacy 1,649 1,674 1,690 1,702 1,713 1,741 1,785 1,834 1,845 1,903 2,192 2,291 2,465 2,694 2,827 2,934 3,072

Cust Svc & Operational Systems 46 46 46 46 47 50 53 54 55 57 92 101 136 161 188 190 213

CDO 1,123 1,141 1,176 1,184 1,203 1,217 1,269 1,310 1,317 1,394 1,795 1,982 2,190 3,204 3,469 3,801 4,104

TOTAL 20,308 20,417 20,531 20,581 20,660 20,779 20,982 21,137 21,163 21,427 22,794 23,349 24,184 26,000 26,874 27,549 28,336

0

5,000

10,000

15,000

20,000

25,000

30,000

No. of users logged in (Cumulative)

© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 5

Number of Visitors, Visits & Hits per Week

07-Nov-09

14-Nov-09

21-Nov-09

28-Nov-09

05-Dec-09

12-Dec-09

19-Dec-09

26-Dec-09

02-Jan-10

09-Jan-10

16-Jan-10

23-Jan-10

30-Jan-10

06-Feb-10

13-Feb-10

20-Feb-10

27-Feb-10

Visits 19,441 16,800 16,394 12,078 14,766 16,095 15,748 8,509 3,792 14,112 16,463 14,627 16,007 17,661 20,024 15,459 15,216

Views 43,798 37,232 39,611 26,887 34,720 45,051 52,901 29,344 11,221 53,445 65,362 61,732 69,117 86,371 82,672 72,957 73,383

Unique Visitors 5,386 4,559 4,211 3,187 3,534 4,187 4,228 2,661 1,290 3,653 5,388 4,247 4,809 5,889 7,795 5,028 4,965

-

10,000

20,000

30,000

40,000

50,000

60,000

70,000

80,000

90,000

100,000

Number of Visits/Hits -Per Week (Non

-Cumulative)

Visits Views Unique Visitors

Tool & Process Utilization

Utilization

Quantifiable Business Value

Impact to Business

Change Management & Governance

Work together

How to Prepare for the Change

Drive behavior Manage expectations

Goal:

• Drive Business Impact

Challenges:

• Legacy

• Lack of instrumentation

• Poor findability

• Inconsistent interfaces

• Ungoverned community creation

Why Governance

Mailer216K

Unbridled Growth

Sys

tem

Uti

liza

tio

n

Livelink846K

WebEx Collab32K

Wikis3K

Blogs2.7K

CHARACTERISTICS

ADVANTAGES

DISADVANTAGES

•Ease of communication•Concentration of skill sets

FEDERATED MODEL

•Mixed•Distributed control

•Balance•Wide input•Optimizable

•High degree of coordination required

DECENTRALIZED MODEL

•Bottom-up•Control in business

•Strong link to business need•Leverages diverse teams

•Lack of control over growth•Point-to-point communication

challenges

CENTRALIZED MODEL

•Top-down•Central authority makes

decisions for all

•Possible bottleneck•Further from business

Governance Models

Vehicles for GovernanceUse Existing Committees, Expand where necessary

IWE IWE WorkGroupWorkGroup

IWE IWE WorkGroupWorkGroup

• Enacts• Reviews • Manages Escalations

• Provides Executive Sponsorship and Strategic Direction

• Determines Funding

C&C C&C Board Board

(Leadership (Leadership Steering Steering

Committee)Committee)

C&C C&C Board Board

(Leadership (Leadership Steering Steering

Committee)Committee)

• Develops Governance• Drives Alignment• Defines Policies and

Processes

Execution Execution Teams for Teams for

WorkGroupWorkGroup

Execution Execution Teams for Teams for

WorkGroupWorkGroup

Guiding Principles

Cross-Functional Communities

Functional Approval

BAT/HUB Member

Request Pool Approval

Decline Process

No Approval

Community is Auto-Created

HIGH Touch, Expensive

Current Volume Future Volume

Strategy: Tiered Approval Model

Community Taxonomy

Life Interest

• Social• Job Role

• Organization / Depart

• Customer / Partner / Account

People

• Job Role

• Organization / Depart

• Customer / Partner / Account

• Job Role

• Organization / Depart

• Customer / Partner / Account

• Business Work Groups

• Enterprise Council

• Product/Service

• Project/Program

• Support

• Executive Metrics

Work

• Business Work Groups

• Enterprise Council

• Product/Service

• Project/Program

• Support

• Executive Metrics

• Business Work Groups

• Enterprise Council

• Product/Service

• Project/Program

• Support

• Executive Metrics

• Business Work Groups

• Enterprise Council

• Product/Service

• Project/Program

• Support

• Executive Metrics

Obstacles Remediation

Urgency to Deliver Balance

Accountability Create a structure

Centrally decide what’s best for the CompanyConflicting Organizational View

Lessons Learned

Are we there yet?

Adoption

Journey

Focus on Change Management and Comms

In Closing

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