Chris MerrimanDirector of Client Experience and Quality
Unisys Ltd
Building a Sustainable Innovation Culture
In Globally Dispersed Teams in Unisys
Introduction • This is a story in the making• It tells of a company transforming itself to unleash the creative power of
its people to focus on client success• Because our success depends on the success of our clients
“The beginning is the chiefest part of any work”
Plato
Unisys at a Glance
Unisys is a global leader in designing, delivering and managing mission critical IT hardware, software and services. Market-leading organizations choose Unisys to solve their critical IT challenges and transform their businesses.
Clients rely on Unisys to provide high-end servers with unmatched security and reliability, increase efficiency and utilization of their data centers, modernize their applications, protect their assets and information, and achieve effective IT globalization. We have domain expertise in and proven solutions for the financial services, public sector, transportation, communications, life sciences and retail.
Background• In the IT services industry, meeting operational requirements and commitments is no longer enough to build client loyalty and growth• Clients are increasingly demanding continuous improvement and innovation as an expected part of the service received• An independent global C-Sat assessment conducted in 2013 highlighted proactivity and
innovation as key areas of focus and opportunity for Unisys in order to improve client satisfaction and our Net Promoter Score
• Unisys has great tools, capabilities and technologies, the challenge was to:– apply these consistently to deliver enhanced client business value– achieve this across globally dispersed and diverse functions and teams
Client Experience Management Model Our Passion for Client Success
Tight alignment in the way we collaborate with our clients and the way we deliver solutions and
services drives our ability to improve their satisfaction and loyalty.
Applied Innovation ProgramA Key Element of the Client Experience Management Model
CEMM as a vehicle for change• The Client Experience Management Model describes the systemic way in which
Unisys now interacts with our clients, creating more value and differentiating ourselves through Applied Innovation
• Tools and processes are essential but not adequate: sustainable success is requiring a cultural transformation in Unisys
– Company-wide – Engaging and aligning all employees behind a common mission and approach
• Culture is influenced by principles, values, systems, tools and leadership behaviors– Through careful alignment we’re creating the culture needed for success
Unlocking the potential of 22,500 employees focused on client success
Monitor and nurture
High Level Approach to AlignmentDraft Values
Validate and align Values to
Mission
Identify ideal behaviors
Socialize/share and get feedback
Embed in policies, systems and
processes
We are here
• Via exec-sponsored core team with x-BU and x-functional leadership
What do we mean by adopting the right behaviors?
• What we habitually do, and how we do it• Company-wide, not just client facing leaders
and teams• Short-term and long-term• Aligned to our mission, values, policies and
systems• Recognizes the distinct roles of leaders,
managers and associates• Energizes and empowers us to higher
performance
•Vision, purpose, direction
•Principles and philosophy
•Setting the right priorities
Leadership•Systems
, schedules, programs
•Policies and procedures
•Putting the right things first, execution
Management
•Producers, prime value-adders
•Problem-solvers
Associates
Why Focus on Core Values• Values set the cultural context for the organization• Values help reinforce our purpose and mission…what do we stand for?• Defining values is an ‘inside-out’ process: it starts with the individual• Values are discovered not created: you can’t install new values• Unlike strategy, tactics and programs, values are permanent• Values should be few in number to provide focus• Values are subjective: therefore they need to be anchored in the correct guiding
principles• It’s about what we do, not what we say• The process of alignment is more important than crafting perfect statements
Unisys Core Values
We are trusted and reliable, deliver on our commitments, and communicate openly and directly. We always act ethically and are socially responsible. Our clients can count on us to do what is right.
We are committed to our clients’ critical business performance and success, and we work with them to identify clear goals and use the entire resources of our ecosystem to achieve these.
Focus on Clients Integrity
Our Values
• Developed by the core team• Socialized internally across all
levels, functions and initiatives• Validated with top 50 client
executives based on client feedback
• Now being connected to our vision and mission
Unisys Core Values (2/2)
We value teamwork, share openly, seek win/win interactions, and act in partnership with our clients. We embrace the diversity of our people because different perspectives and ideas allow for the most inventive solutions to be created and executed.
We respect all people as individuals and value their contributions. We strive to develop each person’s talent, encourage their creativity, empower their actions, and inspire them to achieve their full potential. Our leaders support our workforce, and recognize and promote excellence.
Collaboration Respect for all Individuals
Driven by our passion for client success, we act with a sense of urgency. We take initiative, responsibility and ownership. We are curious to learn and to discover better ways to meet our clients’ goals.
Proactivity
Managing Change in a Virtual OrganizationEngaging People through Social Media
Communities and webinars
Continuous visibility, feedback and interaction
Blogs, posts and on-line interactions
Unisys Applied Innovation Community
• Best practices• Success stories• Webinars• Artifacts• Knowledge sharing• Blogs• Questions answered• SME’s located• Etc…
Applied Innovation examples:IT Concierge services for a Global Consumer Goods leader
No more calls – Immediate, friendlywalk-up assistance service
for all hardware issuesPeople computing focus!
Unleashing self-service for the IT ecosystem for a Fortune 500 Biotechnology firm
Improved metrics and adoption rates, and awareness campaigns
leading to ticket reductions
Increasing Voice of Customer through mobile survey with a large Bank
Real-time access to evaluate customer service
via user-friendly mobile app
Embedding into Policies and Systems• Aligning systems and policies is key, e.g.
– Performance objectives– Performance management– Pay for Performance– Education Reimbursement– Selection/promotion Policy– International Assignments– Employee Development– Hiring/staffing and on-boarding– Reward and recognition– Communications and announcements, e.g. HR and Exec communications
• Alignment with, and adoption by, all other key initiatives and change programmes is also imperative
Success Metrics
Summary• We’ve started the journey!• Have engaged all levels, regions and functions with a positive response• Social media provides new ways to communicate, share and energize• Early signs of success, but much more to do
“To be an innovative company, you have to ask for innovation. You
assemble a group of talented people who are eager to do new things
and put them in an environment where innovation is expected.
It’s that simple, and that hard.”
Paul Cook
Creating Business Value – the Unisys way
Thank-you!