GSF 2011 Jay Morwick 4-4 Making Teleworking Work

Making Telework Work

Cisco Confidential 1© 2010 Cisco and/or its affiliates. All rights reserved.

Making Telework WorkJason Morwick

• What Makes Telework Work

• Key Challenges

• Creating a Organizational Culture that Supports

© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 2

Culture that Supports Telework

What is telework?

“Leveraging technology to perform your job without the limits or


without the limits or boundaries of geography or the need for physical presence.”


A true story….

• 30+% attrition at all levels

• Average tenure < 3.5 years

• Perception was equal to actual performance


actual performance

• Job satisfaction was well below industry average

• Work-life balance was top complaint of employees

• In an effort to improve employee satisfaction, a telecommuting policy was created

What makes telework work?

Organizational Culture

TrainingPolicies


LEADERSHIP

Culture

Security Technology

IT Support

TrustCommunication

• Employees productively and inaccessibility

• Alienated / disengaged employees

What are the top (perceived) challenges?


• Alienated / disengaged employees

• Lack of interaction or collaboration

• Security

• Technology

Organizational Culture:

• Common characteristics or perceptions held by the members of an organization

• Subcultures exist within


• Subcultures exist within different parts of the organization

Organizational culture can be an enabler or barrier to change – leaders at all levels drive the organization’s culture

De

gre

e o

f S

up

po

rt f

or

the

ch

an

ge

Commitment Curve

‘ I believe that the initiative

‘ I am personally

committed to making

the initiative a success

and encourage others

to support it’

Buy-inBuy-in

OwnershipOwnership


Time

De

gre

e o

f S

up

po

rt f

or

the

ch

an

ge

‘ I know about the initiative

and what it is trying to

achieve’

‘ I understand how the

initiative will deliver business

value and how its

implementation will impact me’

‘ I believe that the initiative

is the right way forward for

me and the organisation’

AwarenessAwareness

UnderstandingUnderstanding

• Conduct a pilot

• Set expectations & become metric focused

• Provide the right equipment & support


support

• Assess, coach & train

• Manage perceptions

• Experiment

• Communicate, communicate, communicate

Things to watch out for:

• Becoming “Missing in Action”

• Too quick to pull the plug on telework

• Measuring the wrong things


• Measuring the wrong things

• Not rethinking interactions and how to accomplish the job

• People are most productive when their 5Cs are balanced and stable

Control

Comfort


Collaboration

Competence

Capability

Control

Control

Comfort

Employee Experience

My org is rolling out telework

I don’t know what’s expected of me


Collaboration

Competence

Capability

I’m not sure how to work with others

I no longer know all the answers

I don’t have the tools to perform


Support Actions

Control

Comfort

Employee Experience

My new manager is taking the time to walk

us through the changes




Collaboration

Competence

Capability




Support Actions

Control

Comfort

Employee Experience

My manager is clearly outlining expectations

for my role






Collaboration

Competence

Capability

for my role




Support Actions

Control

Comfort

Employee Experience


for my role






Collaboration

Competence

Capability

for my role




Coaching/training will help provide me with the

skills needed

Support Actions

Control

Comfort

Employee Experience


for my role






Collaboration

Competence

Capability

for my role





skills needed

My manager creates line-of-sight and helps my focus my priorities

Support Actions

Control

Comfort

Employee Experience


for my role






Collaboration

Competence

Capability

for my role





skills needed

My manager creates line-of-sight and helps my focus my priorities

I can collaborate more and get more done in a

virtual workplace

Telepresence Collaboration


Mobility

Thank you.Thank you.