Talent Management and Workforce Development Spring 2014

Anca, Divya, Emerson, Neha, Robert

Diversity in Talent Management at Amdocs

Company Background

Amdocs is a global provider of software and services for telecom companies. The company focuses on developing, implementing and managing software

and services associated with business support systems (BSS) and operational support systems (OSS)

With 30 years of experience, revenue of $3.2 billion in 2013, Amdocs has over 20,000 employees in more than 60 countries

Major Customers:

AT&T, T-Mobile, Sprint, US Cellular

Vodafone, Orange, Telefonica, Claro

Competitors Amdocs' competitors are split between a number of companies that service the global telecom markets:

Providers of BSS /OSS solutions:

Network equipment providers:

Systems integrators:

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Amdocs Workforce Overview

• 5 major locations in US: St. Louis, Atlanta, Dallas, San Jose, Seattle

• Large expat community from Israel and India

• Many employees work remotely or from customer site

• Most of the HR team in based in Israel, at the global headquarters

Amdocs Core Values

Each of us has individual strengths and weaknesses. By acting together in synergy we contribute as a whole to our common goal.

New sales are the lifeline of our company, ensuring longevity and prosperity for all stakeholders. We all share this responsibility.

We are committed to true customer satisfaction and success, which leads to long-lasting partnerships.

We continuously strive for excellence by “raising the bar” and delivering the very best to our customers.

We are a people-oriented business. We genuinely care for each other.

We strive to maintain a lean organization, lowering the total cost of ownership and providing real value to our customers.

Snapshot of Current Program

• Internal Job Board

• Training/Learning Programs

• Performance Management Program

• Expat Assignments

• Competency Based Career Planning

Amdocs Competency Model

What is needed from leaders to drive a high performance culture Apply as a whole to all leadership roles

Leadership Competencies

What is needed from employees in order to be successful in one’s roleApply to employees in a specific role/job family

Functional Competencies

Reflect the “way of doing things” in Amdocs and apply as a whole to all employees

Core Competencies

Role Descripti

ons

Employee

Selection

Performance

Management

Learning & Skill

Assessments

Compensation and Rewards

Strategic Workforc

e Planning

Amdocs Position on Diversity

• Public website mentions workplace inclusion and commitment to EEO standards

• Organization encourages supplier diversity

• Programs for minority-owned businesses (MBE), women-owned businesses (WBE), and disabled veteran-owned businesses (DVBE) to become suppliers

• No specific data on minority workforce

SWOT Analysis

WEAKNESSES

Poor talent management programNo Diversity Officer rolePoor work-life balance

THREATS

Disengaged employeesPeter Principle in Career Development

High turnover

STRENGTHS

Recruiting a diverse workforceAdaptability to change

Discrimination policies in place

OPPORTUNITIES

Diversity workshopsImproved career planning program

Decentralize decision making process

Oracle’s Position on Diversity

• Oracle is a leader in promoting diversity.

• Annual corporate citizenship report includes section on inclusion and diversity with % of minority groups among workforce.

• Well publicized Diversity and Inclusion initiatives on Oracle’s Public website

Diversity Issues @ Amdocs

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Career Development for Minorities

Majority of upper management from one country of origin

Lack of career development opportunities for employees outside of country of origin

Upper Level Management

Not representative of its Workforce

Lack of HR Culture Involvement

Focusing on revamping IDP, Succession Planning, Diversity Focus

Development of Program Change Strategy & Plan

Amdocs Current Focus on Diversity

Celebrate Amdocs’ Diversity

Amdocs is committed to providing employment opportunities for all qualified candidates and does not discriminate on the basis of race, color, religion, gender, sexual orientation, age, national origin, disability or veteran status or any other status that is protected by law. With thousands of employees serving customers in more than 60 countries, Amdocs is proud of the diversity of cultures, experiences and talents we each represent. (Amdocs Code of Business, 2013)

Development of Program Change Strategy & Plan

Oracle’s current focus on Diversity

Oracle employees represent a variety of cultures, span four generations, practice many religions, and live in large cities and small towns. This diversity allows us to examine our business from a range of perspectives.

• Diversity and Inclusion at Oracle

• Oracle Workforce

• Diversity Recruiting

• Oracle Corporate Citizenship

Development of Program Change Strategy

Diversity Recognition

• Take a survey

• Have a meeting with local and international HR teams

Diversity workshop with

global team

• Develop Training for Team

• Develop Training for Workforce

Diversity Officers

• Create this specific position with HR partnership

• Opportunity with Succession Planning

Development of Program Plan

# 2.Establish the

Criteria for an Ideal System

# 1. Get Top Management Actively Involved

# 3. Appoint an Implementation Team

# 4. Build Your Mission, Vision,

Values

# 7. Orient Workforce# 8. Follow Up

# 5. Ensure Ongoing Communication

# 6. Train Diversity Officers

# 9. Monitor and Revise the

Program

WHO TO INFLUENCE ?

WHAT TO SAY?

HOW TO REACH ?

Communication Plan

Creating Leadership Buy-In (HOW?)

• Help understand the need of diverse and inclusive environment

• Help seeing the overall vision of a diverse workforce

• Linking Diversity with AMDOCS’ values and core competencies

• Benefits of introducing the program

• Comparative Analysis of Diversity initiatives with competitors

Establishing Managers as Co-Owners (Why?)

• For improved employee morale and sense of belongingness

• Equal career advancement opportunities for self and team

• Improved perception as a Manager

• Fostering relationships based on Trust and Transparency

• Face to Face discussions with Managers

Managing Employees

• Sharing good news!!!

• Holding seminars for Employees

• Education about the new developments and Process

• Creating employee resource groups

• Encourage their feedback

Communication Method

EMPLOYEE OUTREACH

SeminarsWorkshopsMessage from CEOBoard MeetingsMessage from New Diversity Officer

TAKE HOME UPDATES

Monthly NewslettersAnnual UpdatesMultilanguage Journals, Brochures

IN PERSON

Face to Face DialogueWeekly MeetingsERGs

SPREAD THE

WORD

Key Supporting Relationships

Executives & Owners Human Resources

Line Managers Internal Communications

Employees

Expected Timelines

Establish Scope,Prepare Analysis

Report, Fix Budget

JULY 2014

Secure LeadershipBuy – In,

Communicate with Managers, Identify

Resources

OCTOBER 2014

Appoint Diversity Officer,

Conduct DiversityWorkshops, Brand

AMDOCs as an Inclusive Employer

JANUARY 2015

Diversity Implementation Key Partners

• Proper marketing of the diversity development program

• Outside facilitators

• Internal diversity committee must consider variables

• Top level and mid level management training is essential

• Diversity committee must consider variables

• Employee pool and support staff

Diversity Implementation Awareness

• Retool Diversity Program Development

• Legal Compliance

• Leadership Development

• Cultural Awareness and Diversity Competence Development

• Variety of diversity training offerings including:o Workshopso Webinars and Mobile Learningo Internal Social Mediao Mentoring

Diversity Implementation Action• Monitor and act on workforce data

• Create and maintain employment database

• Analyze trends and issueso Hiring, promotions and pay equity

• Establish annual targetso Hiring and promotions

• Track Progresso Department heads and managers

• Have a complaint resolution processo Human Resources/Diversity Officer

Diversity Talent Management• Develop pipeline of diverse talent

• Identify and develop diverse top fliersoSuper KeepersoKeepers

• Mentoring and coaching

• IDP and accountability plan

• Monitor talent and skills progress

• Coordinating training resources among departments

• Succession planning

Diversity Implementation Considerations

• Climate Timing

• Labor Unions/Policies

• Human Resources o Legal Counsel

• Budget

• Technology Utilizationo IT Staffing

• Top down buy-in

• Success Storieso Short range and long range

vision

EvaluateSet quarterly goals; measure & report progress and make adjustments based on progress.

• Representation of EEO groups at different levels.• Hiring and Career Progression Ratio for Minority vs. Non

Minority.• Turnover Ratio/absenteeism for various groups.• Pay equity and distribution of EEO groups across pay levels.• Rate of return from maternity/family leave for different

groups.

QuantitativeMetrics

• Include targeted questions in Bi-annual survey to measure perception.

• Conduct focus group interviews for deeper analysis of issues identified

• Gather diversity related issues from exist interviews.

Qualitative Metrics

MEASURE

Evaluate

• Create a diversity scorecard/dashboard and publish on the company intranet.

• Send quarterly reports from diversity office to the board of directors.

• Publish results of diversity initiatives in the annual report.

• Communicate results across the organization through company intranet or publish them as desktop wallpapers/ screen-savers.

• Calculate and report Diversity ROI (Return on Investment) to senior management.

Report

Evaluation Sample Diversity Dashboards

Source: http://www.southbankmosaics.com/about-us/open-data/open-data-2013

Evaluation Sample Diversity Dashboards

Source: http://irp.dpb.cornell.edu/university-factbook/diversity

Source: http://diversity.berkeley.edu/data-dashboard

Continue to Improve

• Continue to measure/evaluate success of initiatives.

• Benchmark results against industry/leaders.

• Create and encourage employee resource groups at all locations to help networking.

• Expand diversity committee and encourage volunteer participation.

• Provide training on topics such as cultural awareness, avoiding stereotypes.

• Continue to communicate executive’s commitment to diversity.

• Build upon existing programs such as supplier diversity.

Questions

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