gsf 2011 jay morwick 4-4 making teleworking work
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Making Telework Work
Cisco Confidential 1© 2010 Cisco and/or its affiliates. All rights reserved.
Making Telework WorkJason Morwick
• What Makes Telework Work
• Key Challenges
• Creating a Organizational Culture that Supports
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 2
Culture that Supports Telework
What is telework?
“Leveraging technology to perform your job without the limits or
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 3
without the limits or boundaries of geography or the need for physical presence.”
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 4
A true story….
• 30+% attrition at all levels
• Average tenure < 3.5 years
• Perception was equal to actual performance
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 5
actual performance
• Job satisfaction was well below industry average
• Work-life balance was top complaint of employees
• In an effort to improve employee satisfaction, a telecommuting policy was created
What makes telework work?
Organizational Culture
TrainingPolicies
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 6
LEADERSHIP
Culture
Security Technology
IT Support
TrustCommunication
• Employees productively and inaccessibility
• Alienated / disengaged employees
What are the top (perceived) challenges?
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• Alienated / disengaged employees
• Lack of interaction or collaboration
• Security
• Technology
Organizational Culture:
• Common characteristics or perceptions held by the members of an organization
• Subcultures exist within
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• Subcultures exist within different parts of the organization
Organizational culture can be an enabler or barrier to change – leaders at all levels drive the organization’s culture
De
gre
e o
f S
up
po
rt f
or
the
ch
an
ge
Commitment Curve
‘ I believe that the initiative
‘ I am personally
committed to making
the initiative a success
and encourage others
to support it’
Buy-inBuy-in
OwnershipOwnership
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 9
Time
De
gre
e o
f S
up
po
rt f
or
the
ch
an
ge
‘ I know about the initiative
and what it is trying to
achieve’
‘ I understand how the
initiative will deliver business
value and how its
implementation will impact me’
‘ I believe that the initiative
is the right way forward for
me and the organisation’
AwarenessAwareness
UnderstandingUnderstanding
• Conduct a pilot
• Set expectations & become metric focused
• Provide the right equipment & support
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support
• Assess, coach & train
• Manage perceptions
• Experiment
• Communicate, communicate, communicate
Things to watch out for:
• Becoming “Missing in Action”
• Too quick to pull the plug on telework
• Measuring the wrong things
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• Measuring the wrong things
• Not rethinking interactions and how to accomplish the job
• People are most productive when their 5Cs are balanced and stable
Control
Comfort
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 12
Collaboration
Competence
Capability
Control
Control
Comfort
Employee Experience
My org is rolling out telework
I don’t know what’s expected of me
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 13
Collaboration
Competence
Capability
I’m not sure how to work with others
I no longer know all the answers
I don’t have the tools to perform
I don’t know what’s expected of me
Support Actions
Control
Comfort
Employee Experience
My new manager is taking the time to walk
us through the changes
My org is rolling out telework
I don’t know what’s expected of me
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 14
Collaboration
Competence
Capability
I’m not sure how to work with others
I no longer know all the answers
I don’t have the tools to perform
Support Actions
Control
Comfort
Employee Experience
My manager is clearly outlining expectations
for my role
My new manager is taking the time to walk
us through the changes
My org is rolling out telework
I don’t know what’s expected of me
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 15
Collaboration
Competence
Capability
for my role
I’m not sure how to work with others
I no longer know all the answers
I don’t have the tools to perform
Support Actions
Control
Comfort
Employee Experience
My manager is clearly outlining expectations
for my role
My new manager is taking the time to walk
us through the changes
My org is rolling out telework
I don’t know what’s expected of me
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 16
Collaboration
Competence
Capability
for my role
I’m not sure how to work with others
I no longer know all the answers
I don’t have the tools to perform
Coaching/training will help provide me with the
skills needed
Support Actions
Control
Comfort
Employee Experience
My manager is clearly outlining expectations
for my role
My new manager is taking the time to walk
us through the changes
My org is rolling out telework
I don’t know what’s expected of me
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 17
Collaboration
Competence
Capability
for my role
I’m not sure how to work with others
I no longer know all the answers
I don’t have the tools to perform
Coaching/training will help provide me with the
skills needed
My manager creates line-of-sight and helps my focus my priorities
Support Actions
Control
Comfort
Employee Experience
My manager is clearly outlining expectations
for my role
My new manager is taking the time to walk
us through the changes
My org is rolling out telework
I don’t know what’s expected of me
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 18
Collaboration
Competence
Capability
for my role
I’m not sure how to work with others
I no longer know all the answers
I don’t have the tools to perform
Coaching/training will help provide me with the
skills needed
My manager creates line-of-sight and helps my focus my priorities
I can collaborate more and get more done in a
virtual workplace
Telepresence Collaboration
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 19
Mobility
Thank you.Thank you.
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