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The Workplace of the Future - #iic13

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These are the presentation materials I used earlier on this year at the Intranet Conference 2013 in London > http://www.intranetconference.com/ for a breakout speaker session around Social Business and "The Workplace of the Future" sharing the story of IBM's own Social Business Journey and Transformation.

[Special thanks to @barbmathers (IBM Director of Workplace and Collaboration Solutions) for her inspiration in making this deck a reality]

Publié dans : Business, Technologie
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The Workplace of the Future - #iic13

  1. 1. Workplace of the Future at IBM Luis Suarez Lead Social Business Enabler Blog - http://elsua.net Twitter - @elsua Acknowledgements: Barb Mathers (@barbmathers) - Director, Workplace & Collaboration Solutions © 2009 IBM Corporation 1 Sunday, September 15, 13 1
  2. 2. IBM demographics and work trends 21st 20th Century Century The international era -exporting The multinational era -replicating Demographics Employee work trends Working where I want, when I want …  433K employees + contractors ■  170 countries  2,800 locations ■  100+ acquisitions since 2002 ■  50% with less than 5 years experience  Over 50% are mobile 3 A globally integrated enterprise -- business in a smart, connected world ■ with the information that I need (data, applications, web access) using any available connectivity type (wireless, high speed, secure VPN and disconnected) using any corporate approved device (laptop, smartphone, tablet) with the support that I need (voice, web, globally, 24x7) Work is no longer a place! © 2013 IBM Corporation 2 Sunday, September 15, 13 2
  3. 3. ...generational shifts are unleashing different work styles Experienced workers (aged 50+) wisdom and intellectual capital of the organization email 3 Sunday, September 15, 13 Mid-career workers (aged 35 - 50) essential professionals and middle managers instant messaging New generation workers (born after 1980) critical to long-term viability and innovation social © 2013 IBM Corporation 3
  4. 4. ...and different work expectations “how important is EXTERNAL social networking in performing your job?” Length of tenure Total <5 years 5-9 years 10-19 years 20-24 years 25+ years I am willing to share my expertise publicly with people outside of IBM. 37.1 35.7 38.9 38.7 38.5 33.6 Maintaining a profile on an external social network enhances my professional reputation. 41.9 46.9 43.9 40.3 35.3 27.5 Sharing my expertise is important for my professional development. 53.2 59.2 55.5 50.5 46.4 36.6 4 Sunday, September 15, 13 © 2013 IBM Corporation 4
  5. 5. ...and different work expectations “how important is INTERNAL social networking in performing your job?” 2010 2012 0 13 25 38 50 0 15 30 45 60 10+ years 10+ years <5 years <5 years Overall Overall Somewhat Very 5 Sunday, September 15, 13 Somewhat Very © 2013 IBM Corporation 5
  6. 6. The Workplace of the Future is our response... The Workplace of the Future creates innovative capabilities that enable work to be performed anywhere, anytime, with anyone, in a secure and socially collaborative way, furthering IBM's leadership as a smarter workforce. •Audio / video •Anytime / anywhere •Collaborative •Social •Cloud •Mobile / BYOD •Virtual desktops •Secure Workplace of the Future 6 Sunday, September 15, 13 © 2013 IBM Corporation 6
  7. 7. What we've done to establish the foundation ...for the Workplace of the Future 1. We continue to strengthen our core collaboration capabilities 2. We deployed a social computing platform to enable collaboration 3. We support device flexibility 4. We evolved our “intranet workplace” to include collaboration and social 5. We are taking new approaches in how we listen to and communicate with our employees 6. We are moving away from a one-size-fits-all model 7. We developed a social business governance plan 7 Sunday, September 15, 13 © 2013 IBM Corporation 7
  8. 8. 1. We continue to strengthen our core collaboration capabilities ■ Email – IBM Notes • All employees using Notes as email • ~40M emails exchanged daily • 292K iNotes-enabled ■ Video conferencing – Sametime video pilot underway ■ Instant messaging – IBM Sametime • 320K unique users daily • 250K concurrent users during peak load • 50M instant messages per day (10M in 2009; 5M in 2008; 2M in 2007; 1M in 2006) • 578 messages per second ■ ■ Soft phone – 50K employees using Sametime Unified Telephony (SUT) ■ Web collaboration – IBM Quickr Domino – 8,416 Quickr Places – 4.25TB of data – Members = 173K • IBM Internal: 141K • External: 32K 8 Sunday, September 15, 13 Web meetings – Sametime meetings • 21M Web Conference Connection minutes per month – SmartCloud meetings • 41M Meeting Connection minutes per month ■ Office Productivity Tools – Symphony deployed to all employees © 2013 IBM Corporation 8
  9. 9. 2. We deployed a social computing platform to enable collaboration Empowers users to be more innovative and IBM Connections Social Software for Business helps them collaborate & execute more quickly with dynamic networks of coworkers, partners and customers. Home page Profiles Communities Forums Files Social Analytics Wikis Blogs Activities Bookmarks See what's happening across your social network Work with people who share common roles and expertise Post, share, and discover documents, presentations, images, and more Create web content together Organize your work and tap your professional network 9 Sunday, September 15, 13 Post updates to your board and find the people you need Exchange ideas with, and benefit from the expertise of others Discover who and what you don’t know via recommendations Present your own ideas, and learn from others Save, share, and discover bookmarks © 2013 IBM Corporation 9
  10. 10. Social software adoption in IBM Profiles: all IBMers Communities: 102K public & 101K private online communities Wikis: 113.6K wikis, 1.86M pages, 120.4M views Blogs: 482K users, 89K blogs, 296K entries Bookmarks: 69K users; 1.7M bookmarks, 5.01M tags Activities: 714K users; 457K activities, 9.02M entries Files: 1.53K files shared, 57.1M downloads Forums: 208K files shared, 1.05M topics, 3.35M posts, 191K users who have posted 10 Sunday, September 15, 13 © 2013 IBM Corporation 10
  11. 11. 3. We support device flexibility BYOD (bring your own device) is a corporate program that allows employees to use a personally owned device for work instead of, or in addition to, a corporate-issued device. Why BYOD? Employee satisfaction: allowing employees to choose a device that they prefer; no longer a one-sized-fits-all model Increased productivity: supports employees being able to work when they want, where they want, using mobile devices 11 Sunday, September 15, 13 © 2013 IBM Corporation 11
  12. 12. 4. We evolved our “workplace” to include collaboration and social       1996: w3 Intranet operated by Corp. Comms (17k/day) 2000: One IBM Single Portal Strategy (500K/ day) 2004: Role-enabled workplace (2M/day) 2009: Collaboration platform 2010: Social enterprise: internal/ external 2010+: Workplace of the Future 1996 w3 intranet 2000 Common Function 12 Sunday, September 15, 13 2004 Role-enabled workplace 2008 Self-deployment, Web 2.0 2009 Collaboration Platform Consumption ---> Participation 2010 Lotus Connections Social Enterprise 2010+ Workplace of the Future © 2013 IBM Corporation 12
  13. 13. 5. We are taking new approaches... ...in how we listen to and communicate with our employees          Social analytics* Workplace Effectiveness Surveys Global Information Technology Satisfaction Survey ibm.com Satisfaction Survey Web traffic metrics 13 Sunday, September 15, 13   Search Effectiveness metrics Jams Employee Focus Groups Full transparency about our IT plans* Social IT Help* Crowd-sourced online help content* © 2013 IBM Corporation 13
  14. 14. 6. We are moving away from a one-sized-fits-all model Customer Facing IBMer Characteristics - Sales, Consulting, Project Management - Highly mobile Tablet target Current IT Environment - Most have laptops for ease of travel - Approx. 2/3 regularly use Smartphones - Collaboration tools usage is very high IT Requirements - Access intranet resources with mobile device - Needs lighter weight laptop or tablet - Flexibility in e-mail quota Growth market employee in support role Characteristics - Customer support, application delivery - Works from IBM offices Virtualization Current IT Environment target - Many use Desktops - Collaboration tools usage is low - Network infrastructure is unreliable IT Requirements - Requires low cost workstation - Simpler software update solution - Limited remote access and mobility needs Manufacturing employee Characteristics - Manufacturing and Hardware development - Works in plants and labs Current IT Environment - Uses shared workstations - Low use of smartphones and collaboration tools IT Requirements - Simpler software update solution - Critical members need Smartphones for monitoring Research and Dev. IBMer General IT user Employee in executive role Characteristics - Researcher, Software and Hardware developers - Works from IBM offices or home offices Characteristics - Admin. Support, Operations, Finance, HR - Works from IBM offices Characteristics - Highly mobile - Frequent travelers Current IT Environment - Most have high powered workstations - Collaboration tools usage is high - Early adopters of new technology IT Requirements - Requires powerful workstations for development - Interested in using personal Smartphones 14 Virtualization target Current IT Environment - Most have laptops with basic capabilities - Collaboration tools usage is moderate - Uses pre-defined set of applications IT Requirements - Requires e-mail, web browser, Sametime, office productivity tools and some business applications Tablet target Current IT Environment - Most have laptops for ease of travel - Most use Smartphones regularly - Collaboration tools usage is very high IT Requirements - Access intranet resources with mobile device - Needs lighter weight laptop or tablet - Requires basic set of applications Additional Personas: * IBM Office based employee * Work at home employee * Frequently travelers and acquisition employees * Employee with high technology adoption * Low technology adoption * Employees with accessibility requirements Sunday, September 15, 13 © 2013 IBM Corporation 14
  15. 15. 7. We developed a social business governance plan Blogging guidelines updated and Employees reviewed to produce wrote the Social blogging guidelines Computing Guidelines 2005 2008 Conducted enterprise risk assessment Published Social Computing FAQs Added social module to Business Conduct Guidelines 2009 Updated Computing Guidelines (3.0) Social Computing added to the IBM Enterprise Risk Map Risk assessment conducted, and risk management process established 2010 Established the Social Business Management Council* with cross-IBM participation Established project office to support Council decisions and execution Addressing security specific concerns as part of security governance 2011 * The Social Business Management Council ensures that IBM takes full advantage of social media to drive business benefit while managing the potential risks associated with employee use of social media. 15 Sunday, September 15, 13 © 2013 IBM Corporation 15
  16. 16. Summary: Workplace of the Future Guiding Principles ■ ■ ■ ■ ■ Work at IBM will be done by open, interconnected, global communities where knowledge is collective and accessible. Contribution is immediate and utilized to create the highest value for IBM, its clients, and the world. The workforce will be flexible and agile; adapting to the changing needs of the business. Work will happen anytime, anywhere, on any trusted device, in any language. The tools of work will be easy to use, seamless, and always available. 16 Sunday, September 15, 13 © 2013 IBM Corporation 16
  17. 17. Backup 17 Sunday, September 15, 13 © 2013 IBM Corporation 17
  18. 18. Four themes define the Workplace of the Future Time Flexibility Team Flexibility Time flexibility supports work / life balance and business needs. Team flexibility supports the business needs of dynamic and fluid teams. Workplace of the Future Device Flexibility Device flexibility allows employees to use the device that works best for them. 18 Sunday, September 15, 13 Location Flexibility Location flexibility supports employees working where they need to work. © 2013 IBM Corporation 18
  19. 19. Executive – A Day in the Life of Steve (Time Flexibility) “As a US executive working in China, I am responsible for building a new development organization. I use IBM Connections to stay connected with my extended team around the world.” FLEXIBILITY  Steve switches seamlessly between his IBM Tablet, his personal computer and his personal Smartphone (Device)  He uses IBM Connections to keep in touch with both external and internal teams. (Team)  Steve takes advantage of his travel time by using IBM technology and his personal Smartphone. (Time)  Steve is able to work in many locations using all his devices. (Location) 7:00 AM I have breakfast with my family before taking my kids to school. 12:00 PM While driving to the IBM location, I dictate a to-do list using my personal, secure Smartphone. Using my personal computer, I join a project status review call with team members in Europe and the US. = Time flexibility 19 Sunday, September 15, 13 Between 4:00 PM and 8:00 PM, I have dinner with my family and take my daughter to piano practice. 1:00 PM I meet the finance team and work on financial projections for the quarter. I use my IBM Tablet to view the projections. = Team flexibility 4:00 PM I meet a friend for lunch and use my personal Smartphone to check emails while I wait for him to arrive. 9:00 AM 6:00 AM Legend: 8:30 AM = Device flexibility After lunch, I go to a client location for a presentation. I download the presentation from an external Connections Community on my IBM Tablet. = Location flexibility 8:00 PM I attend a conference call on Marketing Strategy for a new product, then write a Blog on the new strategy. © 2013 IBM Corporation 19
  20. 20. Manager – A Day in the Life of Kimberly (Team Flexibility) “I am a Development Manager in Germany responsible for Collaboration Products. I manage employees in the US, China and India.” FLEXIBILITY  Kimberly works with various types of team members to ensure quality, cost effective development of IBM Collaboration Products. (Team)  Kimberly has the ability to work at multiple places. She no longer “goes to work” but “does work.” (Location)  She uses multiple devices depending on where she is what task she is completing. (Device)  Kimberly enjoys Work-Life Balance. (Time) 8:00AM While waiting for my children to get on the bus, I text my manager that my team will need additional resources to finish development on time. I receive a reply text from my manager that I should submit a TopCoder request for additional resources. 9:00 AM At an IBM office, I connect my Android tablet to the IBM WiFi so that I can view presentation materials for a worldwide all hands meeting that I am attending. Meanwhile, I use my IBM laptop too submit the TopCoder request. 10:00PM 12:00PM I send an email to my manager requesting to hire a contractor for three weeks. After dinner, I write performance reviews for my employees and determine country-specific regulations for awarding performance pay. 6:00PM 3:00PM While attending my son's sporting event, I receive an email back from my manager approving the short term contractor. I put in the request right away. Legend: = Time flexibility 20 Sunday, September 15, 13 = Team flexibility = Device flexibility I attend a professional association dinner with managers from other companies and use my Smartphone to get directions to the restaurant. = Location flexibility © 2013 IBM Corporation 20
  21. 21. Consultant – A Day in the Life of Lisa (Device Flexibility) "I am an SAP consultant in the UK working on a transformation project for a financial company.” FLEXIBILITY  Lisa has the ability to work at multiple places. She no longer “goes to work” but “does work.” (Location)  She uses multiple devices depending on where she is what task she is completing. (Device)  Lisa works with various types of team members to help effectively communicate new initiatives to help achieve business goals. (Team)  Lisa travels frequently to work with her US-based colleagues and manager, and enjoys Work-Life Balance wherever she is. (Time) 8:00AM I use my IBM laptop to create a newsletter article and then I post it to Connections so that I can access it from both my iPad and personal, secure Smartphone to review the layout on different mobile devices. 10:00 AM Then I post a Connections status message using my IBM laptop indicating l will be working from the Heathrow airport this afternoon. Legend: 3:00PM 1:30PM = Time flexibility 21 Sunday, September 15, 13 In a taxi on the way to the airport, I receive a reminder on my personal Smartphone about a 2pm call with my US-based manager to discuss the agenda for next week. 6:00PM I dial into my meeting and use my personal, secure iPad to take notes and sends them to the other attendees using the airport wifi. I also use my smartphone to text my colleague to meet at the airport Starbucks at 4pm. 2:00PM At lunch at the airport deli, I use the free wifi on my personal Smartphone to check Connections. I see a response to my status update, from an IBMer who will also be at Heathrow and would like to meet for coffee. I use Connections to look up their cell phone number and store it in my personal Smartphone. = Team flexibility = Device flexibility On the plane, I respond to emails, on my personal iPad and log today's travel expenses in the WW Expense Reimbursement application and save as a draft. 4:00PM Over coffee at the Starbucks, the IBMer and I discover we have similar interests and decide to partner on an idea for an IBM innovation project. I take notes on my personal iPad. = Location flexibility © 2013 IBM Corporation 21
  22. 22. Solution Seller – A Day in the Life of Ramy (Location Flexibility) “As a solution seller in India, I need to work in many locations - My home, client offices, hotels andFLEXIBILITY while traveling.”  Ramy has a home office, but works in multiple locations throughout the day. (Location)  Ramy switches seamlessly between his IBM smartphone, his personal computer and his personal tablet. (Device)  As a seller, Ramy needs to be able to communicate with potential clients outside of IBM as well as work closely with various sales support teams within IBM. (Team)  Ramy takes advantage of his travel time by using IBM technology and his IBM Smartphone. (Time) 9:00 AM At home, using my personal computer, I compare benefit options in preparation for open enrollment. 8:00 AM At home, using my personal computer, I join a department meeting with my US-based manager to discuss status of potential leads. Then, I and post my final proposal to IBM Connections. Legend: = Time flexibility 22 Sunday, September 15, 13 10:00 AM 1:00 PM While on the train to the city I look up competitive information using my IBM Smartphone in preparation of today's meeting. I meet a person I mentor for lunch at a local cafe and use my personal tablet to review some sales tools with her. On the train ride home, I respond to emails, check my calendar for tomorrow, and post a status message on IBM Connections. 2:00 PM 11:00 AM 8:00 PM I go to an IBM location and using the mobility center, I participate in a usability test to improve the usability of a new seller tool I will be using. At the Client site, using my personal tablet, I download the proposal and present it to the client. = Team flexibility 5:00 PM = Device flexibility = Location flexibility While at my son's sporting event, I receive an urgent text message from a colleague and respond. © 2013 IBM Corporation 22
  23. 23. Social computing governance model for inappropriate use •IBM benefits from a strong underlying foundation of trust and values. • An ongoing governance system is accountable for: • Resolving user issues as they arise (i.e. ‘report inappropriate content’) • Creating and maintaining policies and guidelines •Our focus is on education, not enforcement 23 Sunday, September 15, 13 © 2013 IBM Corporation 23

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