Survey of 500 Canadian organizations and the shifting values in the workplace due to technology, work life balance, and their demographics.

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Joel Martin: jmartin@infotech.comFebruary 2011
Shifting Perspectives of
Canadian Organizations
A look at the generational divide and the views of
leadership, productivity, and the use of technology.

2. About the Study
• The study was commissioned by SAP Canada and conducted by Info-Tech Research Group, a third-party
market research firm based in Canada.
• SAP commissioned the study to look at Canada’s changing perspectives of technology on their daily lives.
• The study was based on two surveys, the first a web based study of 500 Canadians and a second
telephone interview with professionals in sales & marketing, human resources (talent management), and
procurement.
• The studies were in field in November and December of 2010.
Our Research
• A sample size of n=500 provides a 95 per cent confidence level for our research findings.
• The research focused on three distinct age groups, these being:
- Generation Y: Those born from 1983 onward
- Generation X: Those born between 1967 and 1982
- Boomers: Those born between 1946 and 1966
• For the research, ‘technology’ in our study was defined as hardware (personal computers, laptops, mobile
phones, tables) and software (collaboration tool, office productivity, email, etc.). We did not include
technology services or telecommunications as part of our technology definition. Our study also looked at
the growth of mobility, which included both the use of mobile technology (phones, tables, laptops, etc.),
but also the act of being mobile – in other words being out of the office or home, yet being connected to
the internet, our peers and our business.
Methodology

3. What we assumed going in:
1. The workplace is changing and
how businesses attract and
retain talent needs to shift.
2. Canadian businesses are falling
behind in productivity.
3. Canadian consumers are heavy
users of technology, web 2.0,
and social media.
What our study revealed:
1. Canadians want leadership that
speaks to their generation.
2. Productivity investments are not
always aligned with the actions
needed for sustained gains.
3. Mobility and social connections
have a strong influence on
technology decisions at home
and at work.
Our study

4. Leadership matters
Respect my capabilities.
Trust my decisions.
Be a team player.
Share experience.
Set the course.
Lead me.
Train me.
Show me a career path.
Help me contribute.
Allow me to innovate.
Motivate me.
Develop my strengths.
Set goals I can achieve.
I need to balance.
Provide Vision.

5. The qualities of leadership
60% 80% 100%
Provides vision of
future growth
Embodies the
values of the
company
Develops employee
strengths
Leadership understands EQ

6. Who am I? Who are you?
• My job must allow me to make decisions immediately.
• I’ll use technology in everything I do.
• I am mobile.
GenY
• We make decisions as a group.
• Technology makes me more efficient, not necessarily
productive.
• I strive to balance my personal and professional life.
GenX
• I know my job and what I need to do.
• Technology is a resource to support me when I need it.
• I have skills and experiences I want to share.
Boomer

7. Differing perspectives
@Home – On-line and Mobile
• I am on-line to get better service.
• I stay connected.
• I do more than 9-to-5, I work when
..and where I am needed.
@Home – Balancing Duties
• I manage what others know about
>me.
• I expect better service; my time is
>precious.
• I use technology to stay connected.
@Home – Make their own choices
• My job is 9-to-5.
• I shop at places I respect and that
>respect me.
• I value making my own choices.
@Work – Defined Boundaries
• There are processes that I follow.
• Employees must focus on customer
>service and not depend on gadgets.
• Technology makes it easier not
>necessarily better.
@Work – Adjusting on the Fly
• I want to use technology more
>effectively.
• We lose customers because we don’t
>innovate fast enough.
• I work hard to be fairly compensated.
@Work – The Technology Enthusiast
• Customers shape my decisions.
• Technology provides flexibility.
• I’ll stay at a job that allows me to
learn and contribute.
GenY
GenX
Boomer

8. Canadians differ
Goal-oriented leadership
Our job depends on technology
Blend professional and personal lives
Social mavens
Environmentally focused
Technology fuels my productivity
My leader must be a team player
We are mobile
We need better training
Innovation is a must
Companies care about local
communities
Technology makes me efficient
Leadership cares about me
We collaborate
Flexible work policies are important
Job security is a must
We like our privacy
Technology makes me efficient

9. Industries have different perspectives
Retail
Leadership: Embody Values
Productivity: Waiting for management
>>to decide
Technology: Lack of customer insight
Professional services
Public sector
Financial Services
Manufacturing
Public Sector
Leadership: Personal Development
Productivity: Technology dependant
Technology: Automates manual
>>processes
Professional Services
Leadership: Vision for Growth
Productivity: Access to training
Technology: Supports my decisions
Financial Services
Leadership: Personal Development
Productivity: Recruit the right people
Technology: Supports my decisions
Manufacturing
Leadership: Goal Oriented
Productivity: Encourage creativity
Technology: Cutting edge & efficient

10. Sales&Marketingprofessionalssaythenumberonereason
theylosecustomerswhenthecompetitionismoreinnovative
What is going on?
• 88% look for leaders who can help them
develop their strengths.
• 70% are mobile and require flexibility.
• 68% use technology for group collaboration.
• Only 56% feel they are adequately trained to
use the software they are given.
• 47% indicate they lose customers because of
inaccurate data.
• 40% feel information is lost when colleagues
leave their business.
• 36% don’t use CRM; 40% don’t use analytics.
Advice/opportunities for SAP.
• SAP has done a good job of convincing
executives leadership of the business value,
but employees have not bought into the
personal value of CRM, BI, or MA.
• Convince customers that using analytics and
CRM to:
- Save time
- Manage your pipeline
- Gain better business insights
- Understand your customer (they expect
this of you)
- Stand a better change of achieving the
metrics pushed down on you by
management
• Build on the mobile message as it resonates
with this audience
“My company stresses creativity in the interview, but they beat it out of everyone in the first six months or a year.” - Sales Professional

11. Procurementhavereal-timeinformation,but
strugglewithcontextualizingittodailyactivities
What is going on?
• Leadership must facilitate growth
and development.
• 74% of procurement professionals
use technology to react faster to the
needs of their (internal) customers.
• 36% find it challenging to get real-
time updates to supply chain
information.
• 68% of professionals use electronic
document management and
workflow solutions.
• 31% of professionals have adopted
automated demand management
and forecasting solutions.
Advice/opportunities for SAP.
• This job type is often forgotten when it is
working, but can gain great benefit from
technology.
• You have a need as procurement people
are really interested in improving
customer satisfaction.
• You have a gap as users need greater
access to real-time corporate
information.
• There is a huge appetite here, and
therefore the easiest department to
deploy in.
• There is a lot of significant cost-saving
potential.
“People in my organization tend to use technology like a hammer and everything is a nail. They either lack an appreciation for the technology
or haven’t been trained well enough to use it properly.” – Procurement Professional

12. HR&TalentManagementstrugglestobalancethe
changingneedsofgenerations
What is going on?
• Good leadership develops people.
• 52% of HR professionals say their
organization has a formal strategy for
attracting new talent.
• Today’s HR department relies on referrals
(57%), job boards (47%), and recruiters
(33%) to identify new talent.
• Less than 20% utilize social tools like
Linkedin to recruit and attract new talent.
• Over 80% say their organizations offer
web-based access to personal
information, but lack in career planning
(28%), education/training (52%), or
performance management (52%).
• 52% indicate when a person leaves a role
at their organization knowledge is not
adequately transferred.
Advice/opportunities for SAP.
• Social media is not a liability. other
departments are leveraging well to sell
and recruit. You must too.
• Companies who are good at hiring talent
have a plan, dedicate resources and
leverage technology.
• Practice, don’t just preach when it comes
to work/life balance.
• Official programs like flex hours, work
from home prove your commitment to
your people.
“We have tools, but have to train ourselves in order to serve our customers.”
- HR Professional

13. The productivity gap
• Management sees technology
as a way to collect more
information and create
operational efficiencies.
• Solutions for training are more
aligned with how young
professionals learn.
• Experienced professionals are
focused on what makes their job
stable and predictable.
• Productivity is based on a
manufacturing view yet more of
the economy is services based.
• Non-management employees
feel technology makes them
more productive as long as
they are trained to use it.
• There needs to be more skill
development and training to
realize the full potential of our
workforce.
• The ability to be creative and
innovative is a focus during the
hiring process.
• Productivity doesn’t account
for work done outside of the
office by the creative class.

14. • The more experienced the leader the stronger the correlation of
technology to productivity, efficiency and customer satisfaction.
• The creativity and innovation that took place within manual business
processes is lacking as best in class solutions are implemented.
• Key industry sectors continue to fail at defining what drives efficiency
versus effectiveness.
• Using technology to improve productivity ranked highest in the Public
Sector (40% extremely important), but trailed considerably in Financial
Services (20%), Retail (22%) and Manufacturing (29%).
• Technology as a conduit for organizational efficiency ranked highest
(extremely important) in Public Sector (40%) versus Professional Services
(26%) or Manufacturing (29%).
Leadership+Creativity/Technology=Productivity

15. • Respondents overwhelmingly cited the importance of technology in
getting the job done, enhancing their ability to react to customer needs,
and collaborating with others.
• Canadians feel technology can benefit them and their organization most
when they have access to training.
• Younger professionals have a strong bias towards technology as a integral
part of their professional and personal life, while leaders see technology a
servant to their business.
• Canadians in the midst of their career often find technology is a bane and
blessing as they need it to do their job, but find themselves struggling
with its application.
• The technology used in the workplace has more of an influence on what
we buy for ourselves than what is used by our friends or family.
Technology inthe workplace isakeyenabler

16. Adoptiondiffersbasedon whoyou are
0% 10% 20% 30% 40% 50%
GenY
GenX
Boomer
Preference to use cutting edge
technology
0% 20% 40% 60%
Boomer
GenX
GenY
Adopt Technology as Needed• Boomers want technology as
needed, this doesn’t mean they
want new technologies.
• GenY expects technology to
already be in place to support
the work they do.
• GenX is slow to adopt
technology for fear of having to
retrain, but they understand
the need for technology to do
their job competitively.

17. Technology
1. 61% of Canadians feel technology
investments are important or
extremely important in driving
productivity.
2. 50% of business leaders indicate that
new technology investments are
needed annually or sooner, only 24%
of front-line employees agreed.
3. 70% of employees said technology
supports their ability to service their
customers, but only 55% said they
could use workplace technologies
wherever they needed to.
People
1. Only 53% of font-line employees feel
they are given adequate training for
their job.
2. Only 52% of Canadians feel their
organization has a formal strategy for
attracting new talent.
3. Less than half (49%) of front-line
employees feel adequate job
knowledge is transitioned to new
employees.
4. Creativity and Innovation is not ranked
highly amongst professionals.
Accesstotechnology @workdoesnot
automatically enhance Productivity
Quote (Procurement Professional): “People in my organization tend to use technology like a
hammer and everything is a nail. They either lack an appreciation for the technology or haven’t
been trained well enough to use it properly.”

18. • 92% of Canadians make on-line purchases.
- 81% of Canadian use ‘social’ web tools and sites to review and share
opinions on what to purchase.
- 89% seek customer support for products or services on-line.
- 75% of Canadians expect companies they do business with to have an
understanding of their needs.
• 63% of Canadians use mobile devices to access social networks.
• 62% of Canadians have used their mobile device to conduct ‘on the
spot’ research before making a purchase decision.
• 57% of Canadians indicated their choice of who to purchase from
was significantly influenced by their knowledge of the companies
business practices.
• As Canadians the technology used in the workplace has more of an
influence on what we buy for ourselves than the influence of our
friends or family do on our choices.
Canadians are social consumers

19. Flexibility to balance busy lives
1. 82% of Canadians use the same
technology for personal &
professional tasks.
2. Flexibility to work outside the
traditional ‘9-5 workday’ was
important to 30-45 year-olds (ranked
#4) and women (#3) as an
influencing factor to job satisfaction.
3. 56% of Canadian feel their
organization can support their career
development and planning needs.
We continue to value stability
1. Canadian prefer leaders who align the
skills of their employees with the goals
of the business.
2. Pay me, don’t judge me: Canadians
value fair compensation (#1) and job
security (#2) over creativity &
innovation (#9) and performance
reviews (#10).
3. 34% of Canadians have access to tools
that help with career planning, while
career advancement opportunities was
one of the Top 5 most important factors
in workplace satisfaction.
Canadians wantincreased Flexibility while
maintaining careerStability
Quote (HR Professional): “Baby Boomers were raised to work. Gen X are looking for variety. For Gen Y, [they] work at a
whim; when they want. They don’t know about schedules.

20. To truly lead a leader must:
1. Tailor their leadership style to their audience.
2. Build a customer-centric culture.
3. Invest in technology to empower decision making.
4. Instil a culture of learning and development.
5. Inspire a creative workforce.
Today’s leadership

21. SAP’sadvice for Canadian businesses
• Provide leadership and develop your employees; a must in retaining them.
• Technology influences employee satisfaction, productivity, and
innovation.
• Say this twice – your employees will drive innovation you can’t
imagine if you give them the right tools.
• Consider a balance of traditional and on-demand solutions to ensure
systems are continually updated and available.
• Always look at how your employees do their job and how to educate them
to use new tools, be creative, and value innovation.
• Bring technology at work up to speed with technology people are using at
home.
• Use IT to integrate disparate processes; this is the next frontier of business
innovation.
• Use business intelligence and analytics to create a customer-centric
organization.

22. • Your consumer base, and your workers, are surrounded by
technology. Canadian companies must become technology
enthusiasts.
• Consumers expect vendors to have access to their
information, so companies must make buying decisions that
align with real-time consumer needs.
• Consumers are comfortable buying online, but only willing to
purchase online from companies they trust. Brand
recognition and corporate credibility online are essential.
Advice for SAP’s customers

23. About Info-Tech Research Group
ATrustedSourceofQualityITResearch
End-User Practice
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practical IT research and
advice that makes a clear
and direct impact
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business decision-makers,
across all industries and sizes
of organization
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conducted on a North
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nurturing programs
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24. The Info-Tech Influence… on the
Industry
Info-Tech Research Group analysts on broadcast media
Media outlets like these are turning to Info-Tech for insight:
Info-Tech Research Group analysts in the trade pubs
Quotes, comments, and interviews in publications including:
Info-Tech Research Group analysts in the dailies
Quotes, comments, and interviews in dailies including:
In 2010, Info-Tech Research Group is the
10th largest IT research firm in the world,
and the biggest based out of Canada.
Outsell rates us as a leading force in the
IT Market Research landscape in 2010.
Outsell’s Market Intelligence Service: Market Analysis - Market
Research and IT & Telecom Research, Reports & Services: 2010 Market
Forecast and Trends.