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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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