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Collaboration Maturity Assessment - Example

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Sei Mani's Collaboration Maturity Assessment captures usage data generated by collaboration technologies and a range of business costs that feed a spreadsheet with
a proprietary algorithm that calculates an organisation's maturity level, measured between 1-5. A large number of Q&A sessions are also conducted across the business to validate the assessment. The output calculates current levels of adoption and the financial value being gained or lost depending on usage and activity. The final report describes the gap between the current maturity level and higher levels together with the activities, skills and competencies required to reach them.

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Collaboration Maturity Assessment - Example

  1. 1. Collaboration Maturity Assessment 1 Company X 28 Jan 2016 Sponsor → <name> → <title> Company X
  2. 2. Company X Collaboration Maturity Assessment 2 Definition Value Collaboration Maturity Assessments analyse the usage data of enterprise collaboration applications, business costs and stakeholder feedback to calculate organisation wide collaboration capability. Capability is numerically described by a score between 1 (low) and 5 (high) with a description of what each score means in terms of depth, scope and organisational culture. → Insight about actual levels of adoption of collaboration technologies → How they compare to other organisations → The financial value lost/gained based on adoption levels → Predictions about where adoption will be in the future → A roadmap and action plan for improving collaboration capability → Reality check of how good the organisation thinks it is at collaboration
  3. 3. Company X Your Maturity Assessment 3 Scope Level 1 Ad-hoc Level 2 Exploring Level 3 Engaging Level 4 Sustaining Level 5 Optimising Depth Person Team Enterprise Awareness Enterprise Effectiveness Global / eco- system Effectiveness Culture Silos, disconnected Heroes & small teams rewarded Accessible content & people Trust & Sharing rewarded Flatter organisation Collaborative innovation with clients & partners P2P production Value & Benefits Time 1.6 Executive Summary Company X Collaboration Maturity Assessment (CMA) score of 1.6 is low based on usage data of existing collaboration applications. Interviews with end users have a high correlation with the descriptions associated with CMA Levels 1 and 2. The companies listed at each level are a combination of other Sei Mani assessments and publicly available case study history. Although OneWeb is used extensively it only meets the minimum collaboration needs of end users and the organisation as a whole collaborates mostly using email. Instant messaging adoption is high and the company is realising significant productivity benefits from it use. As a stand alone application it only improves 1-2-1 communication with little knowledge being preserved or made available to other people. Given newer technologies (Lync, Yammer) were deployed 4-5 years ago the rate of adoption is so low, it’s unlikely the score will change much in the next five years without a significant investment in change management effort and active senior leader support. The financial value of higher levels of adoption based on reduced travel costs and increased productivity are described by this table (see detailed breakdown in value slides). Company X → Virgin Media → Pearson → GoreTex → Valve → Morning Star → SemCo → Syngenta → Tesco → AstraZeneca → Visa Service/App Adoption % (Current)/Future Annual Value (Future) Skype For Business (5)/40 €15.7m Yammer (6)/55 €11.8m Lync IM (50)/55 €58.9m
  4. 4. Company X Collaboration Maturity Score - Detail 4 Scope Level 1 Ad-hoc Level 2 Exploring Level 3 Managing Level 4 Sustaining Level 5 Optimizing Leadership Inaccessible, Occasionally Transparent but in Response to Risk; Command & control Communicate Reliably, But Usually One-Way, Transparency is More Frequent, Issue Awareness is High (communicating before worked out) Multiple Feedback Loops in Place, Well-Managed All Levels Have Access to Leadership Through Multiple Channels; Coordinate & cultivate Mission & Strategy Functional Goals Most Prominent Day-to-Day. Strategic Goals Cascaded Resides on Posters. Managers Are Regularly Reminded Regular Reminders Cascaded in Communication. (still trickle down though) Management Involves Others. People Feel A Part of Something Strategic Initiatives Come From Any Level Structures, Processes & Systems Strongest Leaders Dominate. Decision Making is Very Top Down. Individual autonomy & conflict avoidance. Decision Making is Collaborative at Various Levels of Mgmt.; Matrix But Rigid Cross-Functional Teams Are Frequently Formed/Consulted and fairly autonomous in their work Various Decision Making Models in Play (some democratic, some unilaterally…) Structure Can ‘Flex’ Feedback Solicited At All Levels in Decision Making. Flat Structure. See more self-organization Measures & Incentives Salary + Bonus, Numbers Rule, Role based performance evaluation, Grading on a curve Only exceptional contributions acknowledged by leaders, KPI’s drive perf. evals (doesn’t matter what else done thru year) Recognition programs at org and function level. Values get light weighting in perf. evals Recognition targets behavior and results (i.e., would fire top sales if is a jerk; and didn’t play well with others) Values drive recognition abundant recognition programs; emergent contribution Behaviors Politics Gets Things Done, Competitive Internally, Some micro-management; passively awaiting direction As Needed Knowledge Seeking and Sharing Knowledge mgmt. driven from the top Virtual teaming, openly challenging assumptions Leaders and Managers Guide (not manage); actively engaging; building up, tearing down, reconstructing; constructive debate 1.6 Collaboration Maturity Assessment
  5. 5. Company X Score Detail 5 How is adoption defined? The most accepted definition and the one we use to calculate adoption level is Monthly Active Users (MAU). It’s a count of the number of unique users active in a month divided by the total number of software licences available. Types of collaboration There are four types of human collaboration. They are enabled by three collaboration applications: Lync for IM, Yammer for social collaboration and Skype For Business for real time collaboration. We estimate Lync IM is actively used by 50% of people and so has the highest maturity score providing significant productivity savings. Yammer is actively used by 6% of users every month and Skype For Business is actively used by 5% of users. Capability in three out of four collaboration types is poor and suggests that little or no return on investment will be realised in the foreseeable future. This will prevent the organisation from being able to respond and react to rapidly changing market and trading conditions. Why is email not included? Because email is 100% adopted we don’t include it in the overall score or assessment Overall Maturity Score 1 5 Low High 2.5 Adoption = 6% Mat Score = 1.3 Adoption = 5% Mat Score = 1.1 Adoption = 47% Mat Score = 3.8 Adoption = 5% Mat Score = 1.1 Adoption = 6% Mat Score = 1.3 Adoption = 6% Mat Score = 1.3 1.6 Important Note: Lync IM usage is estimated based on interview feedback. Detailed metrics not provided by IT Collaboration Maturity Assessment
  6. 6. Company X Score Inputs 6 Usage Data Calculations Adoption is calculated using three main inputs: number of enterprise wide licences purchased, number of people who have registered (logged in once only) and number of users active in some way at least once per month. Licencing We have no information on licencing costs or models but numbers suggest investment is being made in licences that may never be active. Observation Adoption of Yammer & Lync Conferencing are abnormally low compared to other organisations given they’ve been in live service for 3-5 years. Based on current adoption velocity it would take over 10 years for Yammer to reach critical mass of use to realise any significant value to the business Collaboration Maturity Assessment Measure Active Users Points Measure Registered Users Points 0%-10% 1 0%-10% 0.1 10%-33% 2 10%-33% 0.2 33%-66% 3 33%-66% 0.3 >66% 5 >66% 0.5 Collaboration Apps Active Points Reg Points Total Yammer 6.2 1.0 31.5 0.3 1.3 Lync IM 47.7 3.0 95.4 0.7 3.7 Lync Conferencing 4.8 1.0 4.8 0.1 1.1 Capability Score Per Collaboration Type 1=lowest, 5=highest Search & Connect (Yammer) 1.3 1-2-1 Messaging (Lync) 3.7 1-Many Collaboration (Sync, Lync Conferencing) 1.1 1-Many Collaboration (Async, Yammer) 1.3 Many-Many Collaboration (Sync, Lync Conferencing) 1.1 Many-Many Collaboration (Async, Yammer) 1.3 Total 9.8 Overall Score 1.6
  7. 7. Company X Scoring Method 7 Approach We use a simple system that assigns points to different levels of adoption. High levels of adoption receive more points. Registered users receive one tenth of the points because they’ve only ‘seen’ the application once and walked away. For each type of collaboration, more than one application can be used to achieve the outcomes related to each type for example, Skype For Business and Yammer can be used for many-to-many collaboration. A score is calculated for each type of collaboration by adding up the points for each application that supports the collaboration type. These scores are added together to produce an average which is the overall maturity score. Collaboration Maturity Assessment Collaboration Apps Platform Name Yammer Comments/Notes Maturity Metric No. of years in service 4 Adoption Level Active % 6.2 No. of licences purchased 55,000 What accounts for difference with 47k employees? Adoption Level Registered % 31.5 No. of licences used/registered 14,825 Source: Yammer Dashboard No. Monthly Active Users 1,546 Source: Yammer Dashboard Users Deriving Benefits 1,546 No. Power Users (3 or more logins per month) N/K Not Known No. of upgrades 4 Assume 4 per year in the cloud No. of user invites N/K Useful but not used in calculations No. of Communities/Groups 689 No. of Active Groups 0 In the last month. Source: Yammer Dashboard Current/Avg Monthly Growth Platform Name Lync IM Comments/Notes Maturity Metric No. of years in service 5 Adoption Level Active % 47.7 No. of licences purchased 36,826 Adoption Level Registered % 95.4 No. of licences used/registered 35,146 No. Monthly Active Users 17,573 Assume 50% Users Deriving Benefits 17,573 No. of upgrades 3 Assume Lync 1.0, Lync2010, SFB Avg. of monthly messages 9,129,248 Assume last calendar month figure as average No. of user invites N/A Platform Name Lync Voice & SFB Comments/Notes Maturity Metric No. of years in service 3 Adoption Level Active % 4.8 No. of licences used/registered 35,146 Adoption Level Registered % 4.8 No. Active PSTN Users 1,691 No. of upgrades 2 Assume Lync2010, SFB Users Deriving Benefits 1,691 Avg. of meeting per month 310 Avge No. Meetings Per User pm 5.5 Avg. Conference Attendees 5 Avg. Conference Duration (mins) 49 No. Active VOIP users N/K
  8. 8. Company X Value Skype For Business Collaboration Maturity Assessment Analysis Current adoption level of Skype For Business is 4.8%. This calculation describes the travel costs saved and increased productivity resulting from an adoption level of 50% based on: • 33k potential users of SFB • 65k annual salary costs per user • 15 mins of time saved per day, per user • €1,500 travel cost per user If investment is made in change management to increase adoption to 50% then: • In year 1 T&E costs savings would be €1.4m • In year 1 productivity costs savings would be €14.3m • Over 5 years the value of accumulated benefits would be €138m assuming adoption rises steadily to 100% EUR € Total Sychronous Productivity Gain 35,750,000 Total T&E Benefit 3,712,500 Total 39,462,500 Tool Skype For Business Worker Type Knowledge 0 0.25 1 Adoption rate 50% 10 T&E Saving 15% 15 Total Annual Salary cost 2,145,000,000 Annual T&E cost 49,500,000 2,194,500,000 Productivity gain 35,750,000 T&E Saving 3,712,500 39,462,500 Annual saving 1.80% No. of Workers 33,000 5 Year Phase-in of Benefits Annual Avg cost £ 65,000 Year 1 Year 2 Year 3 Year 4 Year 5 Total working hours 1,703 Adoption 40% 55% 70% 85% 100% Working Days 227 Productivity Gain 14,300,000 19,662,500 25,025,000 30,387,500 35,750,000 Total T&E 49,500,000 Annual T&E 1,485,000 2,041,875 2,598,750 3,155,625 3,712,500 Abondment rate #REF! Cumulative 15,785,000 37,489,375 65,113,125 98,656,250 138,118,750 Productivity gain (hours) - 20 40 60 80 100 120 140 160 Year 1 Year 2 Year 3 Year 4 Year 5 Millions T&E Annual Benefit Cumulative Benefit Annual benefits in year 5
  9. 9. Company X Value Yammer & Lync IM Collaboration Maturity Assessment Analysis Current adoption level of Skype For Business is 4.8%. This calculation describes the travel costs saved and increased productivity resulting from an adoption level of 50% based on: • 33k potential users of SFB • 65k annual salary costs per user • 15 mins of time saved per day, per user • €1,500 travel cost per user If investment is made in change management to increase adoption to 50% then: • In year 1 T&E costs savings would be €1.4m • In year 1 productivity costs savings would be €14.3m • Over 5 years the value of accumulated benefits would be €138m assuming adoption rises steadily to 100% EUR € Total Asychronous Benefit 128,700,000 Tool Yammer Worker Type Knowledge 0 0.25 1 Adoption rate 30% 6 Total Annual cost 2,145,000,000 Productivity gain 21,450,000 Annual saving 1.00% No. of Workers 33,000 5 Year Phase-in of Benefits Annual Avg cost £ 65,000 Year 1 Year 2 Year 3 Year 4 Year 5 Total working hours 1,703 Adoption 40% 55% 70% 85% 100% Working Days 227 Annual 8,580,000 11,797,500 15,015,000 18,232,500 21,450,000 Cumulative 8,580,000 20,377,500 35,392,500 53,625,000 75,075,000 Productivity gain (hours) - 10 20 30 40 50 60 70 80 1 2 3 4 5 Millions Annual Benefit Cumulative Benefit Tool Link IM Worker Type Knowledge 0 0.75 3 Adoption rate 50% 10 Total Annual cost 2,145,000,000 Productivity gain 107,250,000 Annual saving 5.00% No. of Workers 33,000 5 Year Phase-in of Benefits Annual Avg cost £ 65,000 Year 1 Year 2 Year 3 Year 4 Year 5 Total working hours 1,703 Adoption 40% 55% 70% 85% 100% Working Days 227 Annual 42,900,000 58,987,500 75,075,000 91,162,500 107,250,000 Cumulative 42,900,000 101,887,500 176,962,500 268,125,000 375,375,000 Productivity gain (hours) - 50 100 150 200 250 300 350 400 1 2 3 4 5 Millions Annual Cumulative Total Accumulated Benefit after 5 years
  10. 10. Company X Interviews 10 Headlines, Trends → Benefits of Skype For Business (SFB) not explained → Only 15 min ‘walk in’ training sessions provided for SFB → No training available for Yammer. Few people understand its benefits → Perception is that IT service is poor related to deployment of collaboration tools → Company is still largely email centric → Perception that senior leaders are disconnected from workforce → Most people feel the company is closed, selective and controlling rather than open, responsive and supportive → Telepresence perceived as stand out success; used a lot in local markets → IT says don’t use SFB for telephony/conferencing because of poor infrastructure → Over 90% of employee communications is email supported by group calls and town hall events → OneWeb is generally perceived as a service to receive one way, broadcast news and HR related content, although science community use it extensively for ‘structured’ collaboration → Virtually all communications with external partners is via email → When used for comms, OneWeb doesn’t provide any statistics → Information search is very difficult → People/expert search is virtually impossible, mostly done through ‘friend of a friend’, personal networks Collaboration Maturity Assessment
  11. 11. Company X Interview Quotes Collaboration Maturity Assessment11 You sit in the tower I feel disconnected from the top of the company Q: How do you find experts? A: It can’t be done in Company X Yammer? I don’t understand what it does Travel is discouraged especially in local markets People didn’t want to expose their problems on Yammer My perception of IT is quite simply terrible I’m a big fan of MS Lync. Great for building new relationships Been working here for 30 years and we don’t share a lot Our open offices don’t promote cross- pollination I use email to find experts. It rarely works No one told us about Yammer IT support has improved in the last few years There’s too much change and it’s confusing I use Yammer on my mobile to upload and share photos
  12. 12. Company X Recommendations insert your footer here12 Enterprise → Invest less in technology and more on getting people to use what you already have → Ask people what they need. Capture their collaboration requirements → Review capability of Yammer against user requirements. Is it even the right tool? → Measure the benefits of collaboration technologies. High adoption generates value many times greater than the costs → Integrate the technologies. “Business doesn’t happen over there, and collaboration over here”. → Aggressively pursue reaching level 3 over the next two years Internal Comms → Fund a well defined proof of concept of Yammer → Zero email → One or more global campaigns → Senior leader participation → Hire or buy adoption resources → Measure and report
  13. 13. Company X Roadmap & Investment (Yammer POC) 13 People Cost € Benefits • Social Business Designer • Collaboration Practitioner 150k (Est.) 25% adoption Collaboration Maturity Assessment
  14. 14. Appendix
  15. 15. Company X About the author 15 Léon Benjamin - Biography → Léon Benjamin is a social business designer and has managed a number of successful social network/community implementations over the past 10 years with organisations counting British Airways, Microsoft and Virgin Media. → Co-founder of Sei Mani, an enterprise collaboration services company that helps organisations transform the way they work. Léon previously spent 25 years delivering IT transformation programmes, with blue chip companies counting: Union Bank of Switzerland, Dresdner Kleinwort Benson, Tesco, Barclays Capital, Argos, Andersen Consulting, BT, and Aviva. → https://uk.linkedin.com/in/leonbenjamin Collaboration Maturity Assessment
  16. 16. Company X About Sei Mani 16 What we do → We are a vendor neutral social collaboration services provider. We unlock the value of collaboration technologies by creating extraordinarily high levels of user participation. → We view collaboration through the lens of human behaviour, employee experience and businesses benefits, but also have deep operational knowledge of the technologies and a capability to develop software that integrates them with other applications. → Our proven adoption methodology is delivered using a multi-disciplinary team of people with a wide range of skills from change management, coaching and training through to communications planning, visual design and software development. Some of our clients → Virgin Media → AstraZeneca → Euroclear → Red Bull Racing (Formula 1 Team) → Arqiva → Transport For London → Standard Chartered Bank Collaboration Maturity Assessment
  17. 17. Questions? Contact Leon Benjamin +44 7974 766615 leon.benjamin@sei-mani.com