Chris Merriman - Building a Sustainable Innovation Culture in Globally Dispersed, Virtual Teams at Unisys
- 2. Chris Merriman Director of Client Experience and Quality Unisys Ltd
- 3. Building a Sustainable Innovation Culture In Globally Dispersed Teams in Unisys
- 4. Introduction • This is a story in the making • It tells of a company transforming itself to unleash the creative power of its people to focus on client success • Because our success depends on the success of our clients “The beginning is the chiefest part of any work” Plato
- 5. Unisys at a Glance Unisys is a global leader in designing, delivering and managing mission critical IT hardware, software and services. Market-leading organizations choose Unisys to solve their critical IT challenges and transform their businesses. Clients rely on Unisys to provide high-end servers with unmatched security and reliability, increase efficiency and utilization of their data centers, modernize their applications, protect their assets and information, and achieve effective IT globalization. We have domain expertise in and proven solutions for the financial services, public sector, transportation, communications, life sciences and retail.
- 6. Background • In the IT services industry, meeting operational requirements and commitments is no longer enough to build client loyalty and growth • Clients are increasingly demanding continuous improvement and innovation as an expected part of the service received • An independent global C-Sat assessment conducted in 2013 highlighted proactivity and innovation as key areas of focus and opportunity for Unisys in order to improve client satisfaction and our Net Promoter Score • Unisys has great tools, capabilities and technologies, the challenge was to: – apply these consistently to deliver enhanced client business value – achieve this across globally dispersed and diverse functions and teams
- 7. Client Experience Management Model Our Passion for Client Success Tight alignment in the way we collaborate with our clients and the way we deliver solutions and services drives our ability to improve their satisfaction and loyalty.
- 8. Applied Innovation Program A Key Element of the Client Experience Management Model
- 9. CEMM as a vehicle for change • The Client Experience Management Model describes the systemic way in which Unisys now interacts with our clients, creating more value and differentiating ourselves through Applied Innovation • Tools and processes are essential but not adequate: sustainable success is requiring a cultural transformation in Unisys – Company-wide – Engaging and aligning all employees behind a common mission and approach • Culture is influenced by principles, values, systems, tools and leadership behaviors – Through careful alignment we’re creating the culture needed for success Unlocking the potential of 22,500 employees focused on client success
- 10. High Level Approach to Alignment • Via exec-sponsored core team with x- BU and x-functional leadership Monitor and nurture Draft Values Validate and align Values to Mission Identify ideal behaviors Socialize/share and get feedback Embed in policies, systems and processes We are here
- 11. What do we mean by adopting the right behaviors? • What we habitually do, and how we do it • Company-wide, not just client facing leaders and teams • Short-term and long-term • Aligned to our mission, values, policies and systems • Recognizes the distinct roles of leaders, managers and associates • Energizes and empowers us to higher performance •Vision, purpose, direction •Principles and philosophy •Setting the right priorities Leadership •Systems, schedules, programs •Policies and procedures •Putting the right things first, execution Management •Producers, prime value-adders •Problem-solvers Associates
- 12. Why Focus on Core Values • Values set the cultural context for the organization • Values help reinforce our purpose and mission…what do we stand for? • Defining values is an ‘inside-out’ process: it starts with the individual • Values are discovered not created: you can’t install new values • Unlike strategy, tactics and programs, values are permanent • Values should be few in number to provide focus • Values are subjective: therefore they need to be anchored in the correct guiding principles • It’s about what we do, not what we say • The process of alignment is more important than crafting perfect statements
- 13. Unisys Core Values Focus on Clients Integrity We are trusted and reliable, deliver on our commitments, and communicate openly and directly. We always act ethically and are socially responsible. Our clients can count on us to do what is right. We are committed to our clients’ critical business performance and success, and we work with them to identify clear goals and use the entire resources of our ecosystem to achieve these. Our Values • Developed by the core team • Socialized internally across all levels, functions and initiatives • Validated with top 50 client executives based on client feedback • Now being connected to our vision and mission
- 14. Unisys Core Values (2/2) Collaboration Respect for all Individuals We value teamwork, share openly, seek win/win interactions, and act in partnership with our clients. We embrace the diversity of our people because different perspectives and ideas allow for the most inventive solutions to be created and executed. We respect all people as individuals and value their contributions. We strive to develop each person’s talent, encourage their creativity, empower their actions, and inspire them to achieve their full potential. Our leaders support our workforce, and recognize and promote excellence. Proactivity Driven by our passion for client success, we act with a sense of urgency. We take initiative, responsibility and ownership. We are curious to learn and to discover better ways to meet our clients’ goals.
- 15. Managing Change in a Virtual Organization Engaging People through Social Media
- 16. Continuous visibility, feedback and interaction
- 17. Unisys Applied Innovation Community • Best practices • Success stories • Webinars • Artifacts • Knowledge sharing • Blogs • Questions answered • SME’s located • Etc…
- 18. Applied Innovation examples: IT Concierge services for a Global Consumer Goods leader No more calls – Immediate, friendly walk-up assistance service for all hardware issues People computing focus!
- 19. Unleashing self-service for the IT ecosystem for a Fortune 500 Biotechnology firm Improved metrics and adoption rates, and awareness campaigns leading to ticket reductions
- 20. Increasing Voice of Customer through mobile survey with a large Bank Real-time access to evaluate customer service via user-friendly mobile app
- 21. Embedding into Policies and Systems • Aligning systems and policies is key, e.g. – Performance objectives – Performance management – Pay for Performance – Education Reimbursement – Selection/promotion Policy – International Assignments – Employee Development – Hiring/staffing and on-boarding – Reward and recognition – Communications and announcements, e.g. HR and Exec communications • Alignment with, and adoption by, all other key initiatives and change programmes is also imperative
- 22. Success Metrics
- 23. Summary • We’ve started the journey! • Have engaged all levels, regions and functions with a positive response • Social media provides new ways to communicate, share and energize • Early signs of success, but much more to do “To be an innovative company, you have to ask for innovation. You assemble a group of talented people who are eager to do new things and put them in an environment where innovation is expected. It’s that simple, and that hard.” Paul Cook
- 24. Creating Business Value – the Unisys way
- 25. Thank-you!
Editor's Notes
- #9: A key element of the Client Experience Management Model is the Unisys Applied Innovation Program. By leveraging a highly–structured, yet flexible approach, we continuously apply innovation to help our clients achieve their business goals. The Applied Innovation Program provides a systematic, cohesive, globally–coordinated methodology to delivering innovative ideas, solutions, and outcomes for our clients. Innovation can be focused on delivery of engagements through people, process and technology, as well as on ideas and technology from outside the engagement. We leverage our response framework to execute a plan we agree jointly with the client, to include well-defined, repeatable activities that map to client-specific issues and needs. Our Innovation Workshops, points of view of disruptive trends, and ingenuity in “ground-up” problem-solving help clients think differently and direct innovation for greatest impact. Additionally, clients benefit from advisory boards, communities and best practices that are part of the Applied Innovation Program.
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