Strategies for Cultivating Collaboration
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Transcript of Strategies for Cultivating Collaboration
Strategies for Cultivating Collaboration
Sara Phillips Systems Engineer, Cisco Systems [email protected]
February 2014
© 2013 Cisco and/or its affiliates. All rights reserved. BSACOL-1005 Cisco Public
Agenda
Innovation
Trends Affecting Business Collaboration
Collaboration Use Cases
Executing on Business Innovation
Q&A
2
Innovation
© 2013 Cisco and/or its affiliates. All rights reserved. BSACOL-1005 Cisco Public
Defining Business Innovation
Collaboration Technology is a vehicle for innovation
Human Collaboration is the engine for innovation
Diverse Open Culture is the fuel for innovation
Executive Sponsorship is the driver
Business Innovation Plan is the Map
4
Defining Innovation:
A change in the way you conduct business in order to increase value
© 2013 Cisco and/or its affiliates. All rights reserved. BSACOL-1005 Cisco Public
What does Innovation mean to your Organization?
Innovation is the Recipe for Growth & Survivability
Innovation is doing our core business better
Innovating to obtain specific business outcomes
Innovating new business models to achieve competitive advantage
5
‟ If at first an idea is not absurd, then there is no hope for it” • Albert Einstein
‟Great ideas have something in common with bad ones: Early on, they both sound ridiculous”
• Mark Parker
• Nike CEO
Nike was voted the most innovative company in 2013 by “Fast Company” Magazine
© 2013 Cisco and/or its affiliates. All rights reserved. BSACOL-1005 Cisco Public
Innovation Challenges
7
43%
46%
65%
72%
82% Resistance to change
No change management program
Inadequate sponsorship
Unrealistic expectations
Case for change not compelling
A survey of CEOs shows that 5 out of the top 10 business transformation showstoppers are the ‘people and organizational’ change management issues
“Collaboration Strategies” Survey of Vendors and End-Users on Collaboration “Critical Factors”
© 2013 Cisco and/or its affiliates. All rights reserved. BSACOL-1005 Cisco Public
What are the Innovation Success Factors?
8
Diverse
Problem Solving Teams
Diverse
Idea Creation Teams
Human Collaboration Collaboration
Technology
Trust to Speak Out &
Challenge Status Quo
Business Innovation
Plan
Innovate & Share
Culture
Early Adopter
Community
Identified & Agreed to
Pain Points
Identified & Agreed to
Business Goals
Diverse Open Culture
Executive Sponsorships
© 2013 Cisco and/or its affiliates. All rights reserved. BSACOL-1005 Cisco Public
Importance of Innovation
Innovation is the Recipe for Growth & Survivability
Innovation will Determine if Your Organization will be on the Rise or Sun Setting
If your Organization is to have a Tomorrow you need to Innovate Today
9
Trends Affecting Business Collaboration
© 2013 Cisco and/or its affiliates. All rights reserved. BSACOL-1005 Cisco Public
Collaboration Technology Trends
MOBILE
SOCIAL
VISUAL
VIRTUAL
11
© 2013 Cisco and/or its affiliates. All rights reserved. BSACOL-1005 Cisco Public
Collaboration Then and Now
12
People
Communities
Content
Security
Deployment
Context
Inside my organization
Hierarchy
Documents, text
Search
Inside the firewall
On premise
Dispersed, mobile
Self-organizing
Video, voice
Information finds you
Inclusive, policy based
Cloud, hybrid
THEN NOW
© 2013 Cisco and/or its affiliates. All rights reserved. BSACOL-1005 Cisco Public
Waves of Business Collaboration Innovation
“Drive, run, or walk to your customers with technology, information, and personalized service.”
Tom Kelley, IDEO
Wave 2:
Relationship
Wave 1:
Cost
Wave 3:
Experience
© 2013 Cisco and/or its affiliates. All rights reserved. BSACOL-1005 Cisco Public
Cost Efficiencies
Personal Devices
Replacing the PC
Virtual Meetings
& Events Cloud
Virtualization
Hybrid Hosted Private
Reduced Travel
Expenses
Reduced Servers & Space
Data Center Efficiencies
BYOD
Flexible Work Areas
Anywhere Collaboration
© 2013 Cisco and/or its affiliates. All rights reserved. BSACOL-1005 Cisco Public
The Desire to Improve Relationships
Mobility
Video Collaboration
Edge
Increased Availability & Productivity
Being Responsive
Improved Customer
Service with Remote Experts
Face-to Face Video Meetings
Collaborate with External Organizations
Building Trust
© 2013 Cisco and/or its affiliates. All rights reserved. BSACOL-1005 Cisco Public
Consumer Experiences Moving into Work Experiences
Click-to-Call
Speech
Enabled Speech View
& Visual VM
No Digits to Remember
Contact Dialing
Hands-Free Dialing, Message Retrieval
Voice Enabled Directories
Quicker Responses to Priority Messages
© 2013 Cisco and/or its affiliates. All rights reserved. BSACOL-1005 Cisco Public
Trends Affecting Business Collaboration Summary
Innovation is the Recipe for Growth & Survivability
In Order to Innovate you must Collaborate
– Reduce Unnecessary Travel Expenses
– Enhance your Business Relationships
– Simplify the User Experience
17
Trending Collaboration Use Cases
© 2013 Cisco and/or its affiliates. All rights reserved. BSACOL-1005 Cisco Public
Trending Business Collaboration Use Cases Inbound Call - Mobility & Messaging
Reduced
Delay in
Replying to
Important
Messages
Important Calls
Received
Anywhere
Time of Day
Call Routing
Schedule
Call Blocking &
Access Lists for
Remote
Destinations
Mobile
Resiliency
Single Voice
Mail Box
Across all
Numbers
© 2013 Cisco and/or its affiliates. All rights reserved. BSACOL-1005 Cisco Public
Trending Business Collaboration Use Cases Outbound Call - Mobility
Office
Mobility
Service
Provider
Mobility
Session
Handoff
Calls Traverse
Enterprise
Wireless
Corp
Directory
Reduce
International
Roaming Charges
© 2013 Cisco and/or its affiliates. All rights reserved. BSACOL-1005 Cisco Public
Trending Business Collaboration Use Cases Click-to Call
No Digits to
Remember
Desk Phone
Control
Soft Client
Mode
Contact
Calling Tablet
Desktop No URI to
Remember
Contact
Calling
Signature
Click-to-Call
© 2013 Cisco and/or its affiliates. All rights reserved. BSACOL-1005 Cisco Public
Nottingham University Hospitals
Challenge: Finding the right people when you need them
– Use a fixed phone for Doctor to get second opinion from physician
– Broadcasted emergency messages over sound system
Solution: Mobility
– Physicians can use anywhere anytime collaboration
– Wireless IP phones using directory based dialing
– Jabber video allows for face to face interaction
– Lowers chance of vital information going unheard
Business value: Shorter patient wait times and visibility into staffing needs
Redefines Nursing with Mobile Applications
22
© 2013 Cisco and/or its affiliates. All rights reserved. BSACOL-1005 Cisco Public
Trending Business Collaboration Use Cases Conferencing – WebEx
Virtual Training
Virtual Event Virtual
Meetings
Recording
Archives
PSTN
IP
© 2013 Cisco and/or its affiliates. All rights reserved. BSACOL-1005 Cisco Public
Kohn Pedersen Fox Associates
Challenge: Need for cost-effective real-time working sessions between geographically dispersed teams
Solution: Virtual Meeting Center with WebEx – Share files, applications, and desktop video
– Conduct highly effective project and client meetings that would otherwise require travel
– Training and knowledge transfer between different offices
– Virtual meeting tools like annotation, recording and whiteboard features
Business Value: Expedite projects through real-time communication from any end point
Architecture Firm interacts with remote teams & clients cost-effectively
24
© 2013 Cisco and/or its affiliates. All rights reserved. BSACOL-1005 Cisco Public
Trending Business Collaboration Use Cases Telepresence
B2B FW
Traversal
Office Desk to
MCU Bridge
Remote
Worker-VPN
Remote
Expert
Board
Meetings
Executive
Meetings
Customer
Meetings
Global
Meetings
© 2013 Cisco and/or its affiliates. All rights reserved. BSACOL-1005 Cisco Public
Dallas County
Challenge: Inefficiency of transporting prisoners, judges, and judiciary officials
Solution: TelePresence Video Conferencing
– Deployed 200 endpoints
– Movable TP units used for hearings, out-of-state testimonies, and plea agreements
– Enable remote hearings with children at Juvenile Center
– Eliminates the need for attorneys to travel to the jail and gives inmates more time to communicate with lawyer
Business Value: Streamlined judicial process and maximize resources while saving on transportation costs
Installs video endpoints to enhance public safety and create new efficiencies
26
© 2013 Cisco and/or its affiliates. All rights reserved. BSACOL-1005 Cisco Public
Trending Business Collaboration Use Cases Remote Expert
High Touch
Customer
Experience
Complete
Business
Transactions
Pooled Expert
Resources
Customer
Kiosk
© 2013 Cisco and/or its affiliates. All rights reserved. BSACOL-1005 Cisco Public
Nationwide
Challenge: Enhance access to experts without the need to hire more experts and minimize travel
Solution: Remote Expert
– Virtual face-to-face customer meetings using high-definition video
– Branch staff used IM to check consultant availability when a customer had a question
– Customer engaged with the advisor in real time to review documents and mortgage choices with the expert
Business Value: Increased customer satisfaction and customer retention without increasing travel or hiring costs
Remote Expert improves service while beating mortgage market competition
28
© 2013 Cisco and/or its affiliates. All rights reserved. BSACOL-1005 Cisco Public
Trending Business Collaboration Use Cases Cisco Jabber Use Case Summary
29
Click to Chat
Click to Call
Click to Meet
Calendar
Share Documents
Messaging
Cisco Jabber
Intra-Domain
Inter-Domain
Collab Edge
IM/Presence
Internal
PSTN
Collab Edge
Business Voice
Internal
ISDN
Collab Edge
Business Video
Join WebEx
Instant WebEx
Instant Rendezvous
Virtual Meetings
Present
View
Share Documents
Voice Mail Access
Visual Voice Mail
Speech View
Messaging
Cisco Jabber
Use Cases Work Planner
Meeting Scheduler
Meeting Reminders
Calendar
Corp
Dir
© 2013 Cisco and/or its affiliates. All rights reserved. BSACOL-1005 Cisco Public
Wake Forest University
Challenge: Enabling students, commuters, and faculty who are off-site, in study abroad opportunities, community service projects, or athletics to communicate
Solution: Jabber IM and Presence
– Students use Jabber to instant message faculty with questions and comments
– Presence helps students know when a professor is available for help
– Professors don’t need an office for physical office hours for a quick question
– Promotes collaborative teams amongst students
Business Value: Maximize student-faculty and student-student interaction by extending learning wherever faculty, students, and guest lecturers are located
Offers collaborative learning environment with IM and Presence
30
© 2013 Cisco and/or its affiliates. All rights reserved. BSACOL-1005 Cisco Public
Trending Business Collaboration Use Cases Summary
Innovation and creativity is required for using technology in new ways
Changes in workflow must happen along with changes in technology
What Collaboration Use Cases can enhance the way you conduct business?
Create your specific use cases based on your business interaction architecture
31
Executing on Business Innovation
© 2013 Cisco and/or its affiliates. All rights reserved. BSACOL-1005 Cisco Public
Collaboration & Business Innovation Methodology
33
Align Business Goals with
Architecture Attributes
Outline Business Interactions
Architecture
Improvement &
Innovation Analysis
1 2 3
Outline Collaboration Use
Cases with Business
Criteria
Continual Innovation
4 5
© 2013 Cisco and/or its affiliates. All rights reserved. BSACOL-1005 Cisco Public
Align Business Goals With Architecture Attributes
Increase Efficiencies Reduce Costs
Toll Bypass
Virtual Meetings, Training & Events (Reduced Travel)
Innovate, Transform & Extend
Innovation Community
Click to Contact
Pervasive Video
Consolidate Call Processing
Mobility
Server Virtualization
Simplify Operations
Sunset Legacy Systems
Reduce Configuration Complexities
Identify Business
Goals
Review Architecture
Capabilities
A B C
1
Align Goals with
Architecture Attributes
© 2013 Cisco and/or its affiliates. All rights reserved. BSACOL-1005 Cisco Public
Business Interactions Architecture: Analyze Business Interaction Scenarios
Business-to-Employee
Business-to-Customer
Business-to-Business
35
Analyze Business Interaction Channels
Identify Key Work Flows
Identify Key Work Groups
Identify Business Collaboration Needs
Identify Target Workflows & Entities
2A
Suppliers
(B2B)
Customers
(B2C)
Internal
(B2E)
© 2013 Cisco and/or its affiliates. All rights reserved. BSACOL-1005 Cisco Public
Business Interactions Architecture: Outline Key Business Workflows
1 2 3 4
Work Flow
Decision Points
Business
Systems
Work Flow
Notifications
Communication
Methods
2
Desired Business
Outcomes
Work Flow
Descriptions
© 2013 Cisco and/or its affiliates. All rights reserved. BSACOL-1005 Cisco Public
Improvement & Innovation Analysis
1 2 3 4
Increase
Efficiencies Pain Points Increase
Productivity
Enhance
Relationships
Improve
Communications Cost Reductions
3
© 2013 Cisco and/or its affiliates. All rights reserved. BSACOL-1005 Cisco Public
Outline Collaboration Use Case Example: Main Line Call Flow
Self Service with
24/7 Live Call
Coverage
4A
© 2013 Cisco and/or its affiliates. All rights reserved. BSACOL-1005 Cisco Public
Continual Innovation
Feedback & Surveys
Improvements &
Adjustments
Enterprise Community
Early Adopter
Community
5
New Business Need or
Problem to Solve
New Market Demands
39
40
VISION
STRATEGY
EXECUTION
“Powerful collaboration works when
teams agree about a vision of what
success looks like, get aligned around
the best strategies, and clearly
understand what actions are required ”
-The Collaboration Imperative
© 2013 Cisco and/or its affiliates. All rights reserved. BSACOL-1005 Cisco Public
Summary
41
Innovation is the Recipe
for Growth or Survival
Collaboration can’t simply
be deployed, it must be
embraced
Link your Business
Architecture with your
Collaboration Architecture
© 2013 Cisco and/or its affiliates. All rights reserved. BSACOL-1005 Cisco Public
Questions
42