Taking the Complexity Out of Enterprise Social Business Transformation By: Gary Liu (USA), Unisys
Transcript of Taking the Complexity Out of Enterprise Social Business Transformation By: Gary Liu (USA), Unisys
May 7, 2015 Philadelphia, PA
J. Boye Philadelphia 15 Conference Gary Liu, Knowledge Manager, Unisys
Taking the Complexity Out Of Enterprise Social Business Transformation Unisys Case Study
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About Gary Liu
Gary is an enterprise social business subject matter expert within
Unisys’ Unified Social Business practice. He brings 16 years of IT
industry experience with the last eight focused on Knowledge
Management Practices and Enterprise Social Business
Transformation.
In his current role, Gary is responsible for the strategy, design,
implementation, training, adoption, and governance for several
internal Unisys Enterprise Social Business initiatives, including
social networking capabilities, driving the effectiveness and value
of the company’s strategic communities of practice, leveraging
socially-enabled incentive and recognition tools to drive
employee adoption and use, as well as other knowledge
management solutions.
Gary is a frequent blogger and conference presenter on
enterprise social business and knowledge management topics.
Gary Liu
Social Subject Matter Expert
Unified Social Business
@garyliu_
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About Unisys
• Unisys is a worldwide information technology
company with a rich history that spans 140 years.
• We provide a portfolio of IT services, software, and
technology that solves critical problems for our
clients, focused on:
• securing their operations
• increasing the efficiency and utilization of their data
centers
• enhancing support to their end users and
constituents
• modernizing their enterprise infrastructures and
applications
• deriving maximum value from social technologies
• With approximately 23,500 employees, Unisys
serves commercial organizations and government
agencies throughout the world.
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The external and internal use of social technologies has converged creating the need for Business Transformation
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Enterprise Social Business Transformation is a complex undertaking
Complexities:
• Geographically distributed facilities and
employees
• Complex and demanding industry regulations
• Information overload and a lack of a common
enterprise-wide collaboration platform and
tools.
• Highly competitive employee recruitment,
development and retention of top talent and
exiting workforce issues.
• Increasingly high expectations of connected
and informed employees and customers
Today, more than 59% of organizations are planning or currently implementing
enterprise social business platforms. However, analyst firm Gartner predicts that only
30% of all Digital Transformations will succeed
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Companies and organizations face common challenges and barriers to transformation
Policy and Governance
• Lack of social media policy, socialization, and
compulsory training puts the company at risk
• Unclear rules of engagement inhibits beneficial
information exchange
• Inability to proactively monitor and manage
incidents inhibits corrective actions
• Poor community management and governance
impacts effectiveness and value of
communities
Technology and Tools
• Use of off-the-grid tools, without IT’s
knowledge or approval impacts operational
reliability
• Proliferation of unapproved devices exposes
infrastructure to system security risks
• Lack of high quality, reliable unified
communications inhibits real-time connection
and collaboration
Leadership and Strategy
• Lack of strategic vision or roadmap results in
unmet business needs and conflicting priorities
• Limited senior sponsorship and stakeholder
engagement dramatically impacts adoption
• Inability to determine a business use case or
ROI results in lack of resourcing and support
• Underestimating use of social technologies
results in value left on the table
People and Culture
• Lack of awareness, education and clearly
articulated value propositions limit employee
adoption
• Noticeable adoption gap between top-down and
bottom-up employee inhibits collaboration
between different levels of the organization
• Disparate levels of social and technical savvy
require different socialization and training
approaches
Knowledge Management
• Lack of enterprise content management,
archiving, and governance
• Poor search architecture and effectiveness
• Lack of consistent knowledge capture,
repurpose and reuse practices and processes
Only 17% of Companies that have implemented a social business platform
have achieved an adoption rate of more than 75%
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Lessons Learned and Best Practices Unisys Enterprise Social Business Transformation
Case Study
Within 18 months of the initial deployment of its Enterprise Social Business Platform,
Unisys achieved an employee adoption and use rate of 91%
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Our Case Situation
Disconnect Between Ideas & Innovation
Inconsistent Knowledge Capture & Reuse
Cultural Mindset to “Hoard” Knowledge
Poor Social Media Awareness & Use Curve
Silo’d Knowledge
Inability to Find and Connect with SME’s
Lack of a Common Social Collaboration Platform
Inefficient New Hire Onboarding
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We developed a holistic transformation approach to streamline implementation and avoid potential gaps
Supporting Intranet/Extranet Technology Platform
Assessment
Vision & Strategy Planning &
Implementation
Process
Integration Optimization
Hybrid On-Prem / Cloud Mobility Data Monitoring & Analytics Security
Awareness &
Socialization
Adoption &
Engagement
Sustained
Use
Derived Value &
Effectiveness
Transformation Execution
Supporting Culture Transformation
Social Collaboration
Governance & Risk Mitigation
Social Collaboration Knowledge Management Practices
Policy
Enterprise Social Business Ecosystem
Employee Presence Networks Communities/Team Rooms Discussions
Metrics & ROI Investment
Enterprise Knowledge & Information Base
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We created an ecosystem that enabled us to speed employee access to knowledge and expertise
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We created a socially-enabled Intranet with integrated mobility access
My Site Elements and Enterprise Search are part of
an action bar that is persistent across the company’s
intranet.
Global Company News is featured in main display
screen and allows for social commenting.
Audienced “Regional” and “Organization” news
improves end user relevancy.
Leadership use of social tools is evident in rotating
featured blogs at across bottom of the site.
Video pod casts showcase the latest news and
activities
My Newsfeed roll-up will be added in next release
providing tabs to toggle from “My Country/Office”, “My
Organization” and “My Network” views of Newsfeed
activities.
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We enabled a “real-time” Social Networking capability to facilitate sharing & learning
The integration of “Lync”, “My Newsfeed” and
“My Blog” posts provides a more transparent
way for employees to share and learn
• Post Questions & Answers Employees can pose and answer questions within the
newsfeed with greater transparency and reach. The use of
hash tags directs questions to experts who can then respond
with the right answer in a real time environment.
• Filtered Newsfeed Viewing This allows employees to view global posts, or post made by
colleagues whom they are following or by communities to
which they are subscribed.
• Add/Follow Colleagues Enables employees to quickly build a valuable network by
following colleagues and the information they share in the
newsfeed.
• Search & Join Communities Employees can search by topic to find communities of
interest or view a list of recommended communities to join.
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My Newsfeed
My Blog
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We positioned Communities as the hub of knowledge sharing, learning and collaboration
Solution Offering
Communities
Industry
Role-Based
Business Unit & Organization
Geography
Topic-based Learning Communities
Topic-based
Learning Communities
Authoritative Portfolio-based
Communities of Excellence
Knowledge-based
Communities of Excellence
Unisys Communities Model & Key Attributes
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Solution Offering Help employees to better understand and
leverage Unisys Portfolio Solutions and Innovations
Industry Help employees to better understand market trends
and opportunities
Role-Based Help employees develop expertise and new skill sets
in order to realize their full potential.
Business Unit / Organization Enable employees to better connect with Leadership
stay informed of latest organization news and events
Geography (Region / Country / Office) Build company culture and employee connectedness,
especially among remote-based workers.
Topic-based / Learning Enable employees to learn more about topics of
interest through interaction with like-minded colleagues
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We integrated Social Technologies into key business processes to make it use intrinsic to workflow
Human Resources
• Employee Profiles and Real-time Presence Indication
• Valuable Network of Colleagues
• Expertise Discovery and Connection
• Learning Communities to expand skill sets and expertise
Self-Enabled Services and Support
• Human Resources – Employee Self-Service
• Technical Service Desk Self-resolution and Support
• Travel Desk
• Office and Facilities Services
Innovation
• Enterprise Ideation Crowdsourcing / Idea Jams
• Innovation Channeling and Incubation
• Faster development cycle times and speed to market
Sales and Client Relationship Management
• Lead Generation
• Proposal Development
• Customer Responsiveness
Examples include:
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We embedded social technologies into our Employee Lifecycle model to institutionalize knowledge transfer
Unisys Employee Knowledge Sharing Lifecycle
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Our focus on Culture Change was a key factor in achieving successful adoption, sustained use and ROI
We began with the C-Suite and aligned senior leadership to the Vision
We engaged cross-organization Stakeholders to socialize leadership objectives and goals
We branded an enterprise-wide transformation initiative led by centralized program management team reporting to the company’s Chief Knowledge Officer
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Leadership and Peer “story telling” helped to socialize the benefits of social collaboration and drive change
Driving change from the
“Top Down” through
active Leadership
Engagement
Socializing the Value of
Unisys Communities
Demonstrating the
Power of Networks and
Crowdsourcing
The use of Social Collaboration tools has become an intrinsic and integrated part of the Unisys culture and how we work
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“Gamified” activities helped us to drive employee adoption, engagement and use
Challenge Leader Boards
“A little friendly competition helps to rally employee groups toward a common goal”
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We empowered employees to engage based upon their particular role, interests and needs
Employees are “hard aligned” to their Business Unit or Organization and Country and Office Community and Newsfeed. This allows for Corporate and Organization and Geographic push of important news and information.
Employees can “self-subscribe” to other communities and newsfeeds based on what is of interest and pertinent to their Unisys role. This helps to avoid information overload.
Newsfeeds Filters
“What is of Interest
and matters most to me”
Geography (Country/Office)
Organic/
Topic-based
Role-based
Business Unit
or Organization
Company
Portfolio Offerings
Industry
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We made the proper use of social technologies a “shared” responsibility among all employees
We socialized key Social Media policy tenets and proper use through a brief
educational video
From Gloria Burke, director, Knowledge & Collaboration Strategy & Governance:
Oct. 17, 2012
We are two years into our commitment of building a knowledge sharing culture that capitalizes on our collective intelligence and uses social tools to make us more nimble, creative and successful.
With 78 percent of Unisys employees participating on My Site, it's a good time for a refresh on the key tenets of our Social Media Policy:
Be respectful
Maintain confidentiality
Protect privacy
Ensure accuracy
Watch our new Social Media video, "The Way We Connect" (click on image at right), to ensure you understand the guidelines.
To Unisys employees:
Knowledge & Collaboration Resources:
Social Media Policy
My Site Ov erv iew
My Site Prof ile Content Posting
Guidelines
Knowledge & Collaboration Center
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We captured metrics to measure progress and to validate success and ROI
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INNOVATORS EARLY ADOPTERS EARLY MAJORITY LATE MAJORITY LAGGARDS
Unisys Enterprise Social Business Platform Adoption Comparison to Rogers Adoption Innovation Curve
Rogers Adoption Curve (100% Baseline) Unisys Adoption Curve (91%)
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Within 18 months of its initial adoption campaign, Unisys achieved excellent results
of our targeted employee user group (apprx. 16,000) have
company profiles and a valuable network of colleagues to facilitate
collaboration
of the total 23,500+ Unisys global employee population
enabled Profiles and leveraged social tools
of Senior Leadership have active profiles and use and promote
social collaboration tools within their organizations
91%
78%
100%
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We’ve received industry recognition for our best practice approach to transformation
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Key Takeaways
Put strategy before technology Define how social technologies can add value across the enterprise and then use those requirements to select the right technology to deliver those capabilities.
Focus on culture Create culture where knowledge sharing is recognized and valued. Always remember that people drive the success of enterprise social business transformation; technology is just an enabler.
Drive change from the top down Align leadership and engage stakeholders from across the business as visible and active agents of change.
Empower employees Encourage employees to be curious and to openly and transparently share what they know.
Capture metrics to measure success Leverage data analytics to measure progress and validate ROI.
Mitigate risk through policy socialization and governance Socialize key tenets of your Social Media Policy to avoid misuse and to mitigate risk, and trust employees to engage responsibly.
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Let’s keep the conversation going:
Read Gloria Burke’s Chapter in: How Companies Succeed in Social Business www.socialbizbook.com
Follow Unified Social Business at:
@unisyssocialbiz
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Unisys is now helping its clients to maximize value from social technologies
Our Unified Social Business Solution Offering
provides a complete strategic approach and
implementation roadmap to help clients transform
their business enterprise with game changing
social capabilities
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Interested in learning more?
To learn more about how the Unisys Unified Social Business Service Offerings can help jumpstart or reinvigorate your social business initiative
please visit our website at:
www.unisys.com/usb
Portfolio of Services Critical Business Solutions