A Holistic Approach to Enterprise Social Business Transformation

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Unisys leverages social technologies across the enterprise to improve workplace collaboration, drive innovation, and gain competitive advantage

To address the new style of work enabled through social business, Unisys transformed its internal collaboration capabilities from a traditional knowledge management-based environment with limited access to critical information and experts to a common global collaborative platform and ecosystem for sharing and collaboration.

Challenge

To address the new style of work enabled through social business, Unisys wanted to transform its internal collaboration capabilities from a traditional knowledge management-based environment with limited access to critical information and experts to a common global collaborative platform and ecosystem for sharing and collaboration.

Vision

To make social knowledge sharing and collaboration an intrinsic and integrated part of the Unisys work experience and culture.

Results

Fueling the innovative culture at Unisys
More effective workplace collaboration
Greater agility and speed to market
Improved quality of customer service

Metrics
91% of our targeted employees have created profiles and adopted the use of social technologies after a little over a year of deployment
100% of senior leadership have developed their online skill and professional profiles and actively promote social collaboration within their organization
13 strategic communities and 120 organic communities drive innovation and collaboration

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A Holistic Approach to Enterprise Social Business Transformation

  1. 1. Case Study A Holistic Approach to Enterprise Social Business Transformation: Unisys Leverages Social Technologies Across the Enterprise to Improve Workplace Collaboration, Drive Innovation, and Gain Competitive Advantage Challenge To address the new style of work enabled through social business, Unisys, a global company of 22,500 employees operating in over 100 countries, wanted to transform its internal collaboration capabilities from a traditional knowledge management-based environment with limited access to critical information and experts to a common global collaborative platform and ecosystem for sharing and collaboration. Vision To make social knowledge sharing and collaboration an intrinsic and integrated part of the Unisys work experience and culture. Solution A common enterprise-wide collaboration platform integrated with real-time presence and communications was developed to allow employees to connect and collaborate more efficiently to share knowledge and expertise more effectively. Steering of the transformation from a cross-functional leadership team ensured accountability and a close partnership with the business. Recognizing that adoption and usage was the key to capturing the value of the transformation, Unisys supported the initiative with a comprehensive change management, training, and communications plan – led by the example of senior business leaders. Communities, supported by a strong governance model, were deployed as the hub for collaboration and knowledge sharing. Results • • • • Fueling the innovative culture at Unisys More effective workplace collaboration Greater agility and speed to market Improved quality of customer service Metrics • 91% of our targeted employees have created profiles and adopted the use of social technologies after a little over a year of deployment • 100% of senior leadership have developed their online skill and professional profiles and actively promote social collaboration within their organization • 13 strategic communities and 120 organic communities drive innovation and collaboration
  2. 2. Business Challenge: Drive Employee Collaboration and Knowledge Sharing Through a Technology and Culture Transformation Solution: Our Enterprise Knowledge Sharing and Social Collaboration Breakthrough Unisys is a worldwide information technology company that provides a portfolio of IT services, software, and technology that solves critical problems for clients. To provide these services and solutions, we bring together offerings and capabilities in outsourcing services, systems integration and consulting services, infrastructure services, maintenance services, and high-end server technology. As a services and solutions leader, Unisys’ ability to develop and share intellectual capital is fundamental to quickly responding to customer needs and market opportunities. In 2009, Unisys embarked on a global initiative to enhance its knowledge sharing through the use of social technologies in an effort to keep the company in an intellectual capital leadership position. Given a global workforce of approximately 22,500 employees in 100 countries, Unisys needed a social business solution that could help employees connect and collaborate more efficiently. Previously, knowledge was maintained in operating silos with limited ability to share and leverage the information across the organization. “As a consultative partner with our clients, we’re in the business of creating innovative services and solutions through thought leadership,” said Ed Coleman, Chief Executive Officer (CEO) of Unisys. “Sharpening our organization and improving access to our intellectual assets could only increase our flexibility and responsiveness.” Unisys also knew that delivering value from social technologies required that the functionality integrate people with key business processes so that its use became an intrinsic part of the company culture. To facilitate greater employee connection and collaboration, Unisys needed a solution that could leverage the company’s collective internal expertise and allow employees to share a wide range of information about their skill sets, projects, and past experience. Social technologies could also enable critical knowledge retention and transfer for both long-term existing employees as well as the emerging workforce. Social profiles could allow new hires to quickly build a professional presence and a valuable network of colleagues. Unisys wanted to achieve a true enterprise collaboration platform rather than a static content repository and management system. Searches in the past often returned thousands of documents with no indication of relevance, leading to lengthy research efforts with a limited ability to locate the needed information. Other business drivers for the adoption of social business at Unisys included the viral use of external point solutions, such as micro blogs outside the corporate firewall, and strong interest from new hires who wanted to utilize the latest technologies as part of their work – both strong indicators of pent-up demand. Unisys knew that effective knowledge sharing, fast becoming a competitive advantage, was critical to the company’s ability to thrive in a fast-paced business culture. “We needed a powerful and flexible technology foundation for knowledge sharing and social collaboration,” said Coleman. “And we needed to change our culture so that these workflows became an integral part of the way we work.” 2 “Getting users excited about social technologies was not a problem because most were familiar with popular public social networks such as Facebook, LinkedIn, and Twitter. But we needed a holistic, end-to-end plan to illustrate its value and practical use to our employees in their everyday roles. It certainly helped to have the CEO as a social technology advocate,” said Gloria Burke, Chief Knowledge Officer. Unisys started out by driving alignment with senior business and technology executives. Planning sessions were held with key business and functional organizations to help identify opportunities where social technologies could drive improved capabilities and deliver customer value. Unisys’ strategy also included the formation of an advisory council, comprised of stakeholders from all areas of the organization, to help guide its strategic roadmap. Unisys deployed Microsoft SharePoint that offered social technology capabilities such as blogs, wikis, personalized news feeds, and status updates. Through SharePoint My Sites, communities, and team sites, employees can now locate content and experts in minutes. By using improvements in search and content tagging, employees have faster access to the right information and the right people, which leads to greater agility in the market and faster response to customer needs. Unisys also added NewsGator Social Sites software for microblogging, hash tags, and other capabilities to enhance the user experience. Presence and communications capabilities from Microsoft Lync ensure that employees have real-time access to their professional network and corporate SMEs.
  3. 3. Profile: Unisys • Unisys is a worldwide information technology company. We provide a portfolio of IT services, software, and technology that solves critical problems for clients • We specialize in helping clients secure their operations, increase the efficiency and utilization of their data centers, enhance support to their end users and constituents, and modernize their enterprise applications • To provide these services and solutions, we bring together offerings and capabilities in outsourcing services, systems integration and consulting services, infrastructure services, maintenance services, and high-end server technology • With approximately 22,500 employees, Unisys serves commercial organizations and government agencies throughout the world Beyond strategic and self-service communities, the social technology has been tightly integrated with the company’s HR system to aid in Subject Matter Expert (SME) searches and the corporate intranet has been redesigned to incorporate best practice use of social media for a highly immersive and interactive experience on the internal company landing page for all employees. Future plans include the increased use of video, broader application of gamification and badging, expanded growth of local and country-level communities, and enhanced integration with the company’s various mobility initiatives. Results: Real Business Value at Unisys Fueling the Innovative Culture at Unisys Solution at a Glance • Unisys Unified Social Business Services • Microsoft SharePoint • NewsGator Social Sites software • Microsoft Lync Unisys launched a major global initiative to promote social technology adoption and use across the company. Ed Coleman led by encouraging employees to create profile pages that included skills and experience. Employees were encouraged to author blogs, share updates through micro blogs, and join communities of interest to share and develop expertise. Unisys executives reinforced the value of social collaboration at town hall meetings with employees around the world, and the knowledge solutions team followed up with education and training. The team created role-based scenarios for the adoption and use of the various social capabilities and socialized them through targeted communications, explaining how employees could leverage social collaboration to do their jobs better. Social collaboration is more than the use of social technology; it has to be a culturally accepted business practice. Unisys created a cultural environment that makes social collaboration rewarding and engaging. Since business value derives from individual participation and contributions, Unisys provided an open environment that empowers employees to add value in their own way and feel comfortable about collaborating via social technologies. Communities were deployed as the hub of social collaboration. Communities were launched across a broad number of expertise areas including architects, project managers, and the Unisys “areas of strength” in terms of portfolio solution offerings. In addition to the social-enablement of the strategic communities and employee “My Site” profile pages, the company has also socially-enabled self-service communities so that knowledge workers who need to create their own communities for highly specialized purposes can leverage the same social technology features and functionality. 3 Innovation has been a key part of doing business at Unisys for over 100 years. The social collaboration across all levels within the company via blogs, status updates and the ability to “follow” colleagues has helped to further fuel the innovative culture at Unisys and has connected individuals at all levels from the CEO and executive team, to sales and delivery personnel, to the technology engineering staff. As an example, process improvements or new product ideas can be crowd sourced and vetted quickly and iteratively with experts. This has led to a faster time to market from innovative solution concept to solution delivery.
  4. 4. More Effective Workplace Collaboration The ability to ask questions, get answers, contribute ideas and share feedback has turned individual learning to organizational learning, resulting in enterprise-wide productivity gains. As an example, project team activity updates are now posted as blogs. This keeps everyone in sync on projects and everyone knows who is doing what without duplicating efforts. This has resulted in significant reductions in time on email, reductions in time spent on status update meetings, and a decrease in duplicated tasks. Greater Agility and Speed to Market Through the use of social technology and integration of mobile tablet technology, Unisys sales professionals are able to quickly locate the right experts and relevant customer-specific materials. This reduced pre-sales activity significantly, resulting in resource and time savings and increasing agility to market. The ability to locate staff with the right expertise and experience makes it easier to quickly staff engagements and to respond to customers’ requests. Improved Quality of Customer Service Overall quality of service to clients has been improved due to organization-wide knowledge sharing and collaboration through social technology and the fact that prior relevant engagement content can be quickly located and referenced to aid continuous improvement initiatives. Project managers can quickly identify successful, similar projects and learn from past experience to improve service delivery. © 2014 Unisys Corporation. All rights reserved. Unisys and the Unisys logo are registered trademarks of Unisys Corporation. All other brands and products referenced herein are acknowledged to be trademarks or registered trademarks of their respective holders. 14-0017

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