Going Mobile:
Managing a Diverse and
 Dispersed Workforce
      Jim Durso


            WP05
         08/30/2010
      1:3...
Agenda
•   Mobile Workforce Statistics and Trends
•   Mobile Worker Lifecycle
    •   Types of Workforce Employees
    •  ...
Mobile Workforce
Statistics and Trends
Mobile Workforce Statistics
• Business travelers are by nature a mobile workforce
   • On average, mobile workers account ...
Mobile Workforce Statistics
• The number of mobile workers that perform
  business functions in non work environments is
 ...
Mobile Workforce Trends
• Organizations are focused on projects that
  increase productivity and decrease costs.
   – Mobi...
Mobile Workforce Trends
• For the white collar mobile worker, the BlackBerry
  platform has become the corporate standard ...
Mobile Workforce Trends
• Aberdeen Group surveyed companies that had mobile
  field-service systems reported
   –   an ave...
Mobile Worker Lifecycle
Types of Workforce Employees


 Mobile               Stationary




            At Home
            Worker
Mobile Worker Lifecycle

              Gain
            Confidence




  Mutual                   Prove
  Loyalty         ...
On-site
                movers




Carriers    Mobile               Yo-Yo’s

           Workforce
           Employee
    ...
Stimulation
                        Seeker




Disciplined                                    Curious
 Achiever           ...
Mobile Workforce
Mobile Worker Skills
 Communicate           Achievement         Planning and          Flexibility and        Relationship
...
Manager Profile
    Don’t         Understand and
     Don’t                              Results
Micro-manage      Recogni...
Business Advantages


                      Improved
Communicate on                         Easy Access to
               ...
Business Challenges
                   Stringent         Detailed
 Isolationism     Employee           Training
          ...
Technology Challenges

                      Access to
Network Security   Business Critical
                     Applicati...
Workforce and Expense
 Mobile Applications
Mobile Applications - Key Factors


Device Independent                         Anytime, Anywhere


          BlackBerry   ...
Technical Application Advantages
 50% Better Application           Reduce Data Consumption
     Performance               ...
A Day in the Life of a Mobile Worker
                 Before going to the airport:



          7/29




      Reviews Tra...
A Day in the Life of a Mobile Worker
              Before going to the airport:




      Secure Log In                   ...
A Day in the Life of a Mobile Worker
    In the airport before going to the client meeting:




       Checks Email,      ...
A Day in the Life of a Mobile Worker
     In a cab from the airport to the client meeting:




      Enter Cost Center    ...
A Day in the Life of a Mobile Worker
      In a cab from the airport to the client meeting:




    Select Cost Center/Pos...
A Day in the Life of a Mobile Worker
               After getting out of the cab:



                                     ...
A Day in the Life of a Mobile Worker
     During meeting with client and once it’s over:




    Checks order status and  ...
A Day in the Life of a Mobile Worker
         After client meeting and that night:



                   Jul 29, 2010     ...
A Day in the Life of a Mobile Worker
                 After client meeting and that night:




     7/29/2010
     7/29/20...
A Day in the Life of a Mobile Worker
                        At Hotel room:




       Checks Email,                     L...
A Day in the Life of a Mobile Worker
           Next day before client meeting:




  Log In   Clock On   Enter Cost   Sel...
A Day in the Life of a Mobile Worker
                 After meetings the next day:




    Cost Center Position Off       ...
A Day in the Life of a Mobile Worker
               After meetings the next day:




     Checks in for the               ...
A Day in the Life of a Mobile Worker
     At the airport while waiting for the flight:




      Confirms Order           ...
A Day in the Life of a Mobile Worker
      At the airport while waiting for the flight:



                   Jul 30, 2010...
A Day in the Life of a Mobile Worker
       At the airport while waiting for the flight:




     7/29/2010               ...
A Day in the Life of a Mobile Worker
      At the airport while waiting for the flight:




     Completes Expense        ...
A Day in the Life of a Mobile Worker
      At the airport while waiting for the flight:




      Reviews Reports         ...
A Day in the Life of a Mobile Worker
      At the airport while waiting for the flight:




                              ...
A Day in the Life of a Mobile Worker
      At the airport while waiting for the flight:




      Select Schedule         ...
A Day in the Life of a Mobile Worker
      At the airport while waiting for the flight:




      Absence Request         ...
A Day in the Life of a Mobile Worker
       At the airport while waiting for the flight:




      Absence Approval       ...
A Day in the Life of a Mobile Worker
      At the airport while waiting for the flight:




                      Checks F...
Key Facts
• Deploying critical business applications to a mobile
  platform will:
   • Bring enterprise applications to th...
The Necessary Evil’s
Workforce Management and Business travel are essential
   functions and costs of business for organiz...
Thank You
Going Mobile -                References
                              Cisco Systems, Inc. -
 Managing a Diverse...
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Durso - Going Mobile: Managing a Diverse and Dispersed Workforce

  1. 1. Going Mobile: Managing a Diverse and Dispersed Workforce Jim Durso WP05 08/30/2010 1:30PM - 2:30PM Workforce Planning
  2. 2. Agenda • Mobile Workforce Statistics and Trends • Mobile Worker Lifecycle • Types of Workforce Employees • On-Boarding • Assimilation • Career Path • Long-Term Success • Mobile Workforce • Mobile Worker Profile • Manager Profile • Business Advantages and Challenges • Technology Challenges • Workforce and Expense Mobile Applications • Day in the Life of a Mobile Worker • Key Factors • Technical Mobile Advantages
  3. 3. Mobile Workforce Statistics and Trends
  4. 4. Mobile Workforce Statistics • Business travelers are by nature a mobile workforce • On average, mobile workers account for 35% of staff. • Mobile workers spend an average of 20% of their work week traveling or away from their main place of work. Source: Gartner – User Survey Analysis: Mobile Enterprise, 2007 • Dramatic Growth • IDC estimates the mobile workforce is growing by 15% annually • The number of mobile workers accessing enterprise systems worldwide will top the 1 billion mark this year on the way to • 1.2 billion by 2013, or more than a third of the world’s workforce • The U.S. will remain the most highly concentrated market for mobile workers with 75.5 percent of the workforce, or 119.7 million workers in 2013, up from 72.2 percent in 2008
  5. 5. Mobile Workforce Statistics • The number of mobile workers that perform business functions in non work environments is high. • Ipsos-Reid reports that 92% of knowledge workers perform work related communications in non-work environments. • There is a growing trend to provide mobile access to key business systems to increase productivity. • Ipso-Reid studies show that BlackBerry smartphone users can turn 53 minutes of downtime into productive work time each day increasing overall productivity by nearly 30%.
  6. 6. Mobile Workforce Trends • Organizations are focused on projects that increase productivity and decrease costs. – Mobility is 2nd only to security for CIO spending priorities. • While organizations look to increase mobile access, they are also concerned about security and minimizing risk.
  7. 7. Mobile Workforce Trends • For the white collar mobile worker, the BlackBerry platform has become the corporate standard in North America. • BlackBerry subscriptions increased in the third quarter of fiscal 2009 by 2.6M to over 21 million total subscriber accounts. Source: RIM’s Second Quarter Results announced on December 18, 2008 • Increase in acceptance of iPhone, iPad and Android devices • More and more organizations are adopting mobile technology for their blue collar workers.
  8. 8. Mobile Workforce Trends • Aberdeen Group surveyed companies that had mobile field-service systems reported – an average improvement in worker productivity of 27 percent – a 19 percent increase in customer satisfaction and retention – a 17 percent improvement in overall profitability – a 13 percent increase in service revenue Source: “The Location-Based Mobile Field-Service Benchmark report,” October 2006 • The survey also found that the underlying key to success is easy to use applications that provide timely access to data to improve decision-making, enhance collaboration and expand the reach of communications.
  9. 9. Mobile Worker Lifecycle
  10. 10. Types of Workforce Employees Mobile Stationary At Home Worker
  11. 11. Mobile Worker Lifecycle Gain Confidence Mutual Prove Loyalty Commitment Shared Trust
  12. 12. On-site movers Carriers Mobile Yo-Yo’s Workforce Employee Types Nomads Pendulums
  13. 13. Stimulation Seeker Disciplined Curious Achiever Explorer Independent Tough Decision Survivor Maker
  14. 14. Mobile Workforce
  15. 15. Mobile Worker Skills Communicate Achievement Planning and Flexibility and Relationship and results Organization Adaptability Builder •In touch with orientated networks •Higher level of •Cope with changing planning skills environments, •Need to build •Less Support and successful internal •Multiple teams monitoring locations and situations and external •Ability to change relationships •Bridge gaps •Higher degree of plans self-motivation •Ability to build trust •Variety on mediums •Make contingency •Independent plans problem solvers •High level of transparency •Satisfaction Focus •Ability to spend time at multiple sites and clients
  16. 16. Manager Profile Don’t Understand and Don’t Results Micro-manage Recognize Their Micro-Manage Orientated World Excellent Motivator Communicator Manage Empathetic Team Builder Different People Differently
  17. 17. Business Advantages Improved Communicate on Easy Access to Technology and the Move Content Devices Supports Increased Complete Tasks Personal Productivity in Less Time Communication More Productive Enhanced Ability Pervasive Digital Than Tethered to Compete Information Workers
  18. 18. Business Challenges Stringent Detailed Isolationism Employee Training Review Process Programs Documented Network Job Security Expectations Security and Guidelines Define and Defined Work and Home Control Success Monitoring Life Balance Factors Process Build Clear Strong Standardized Communication Company Focus Policies and Process and Culture Compliance
  19. 19. Technology Challenges Access to Network Security Business Critical Applications Integration of Data Security Multiple Personal Mobile Devices Integrated Device Security Communications Tools
  20. 20. Workforce and Expense Mobile Applications
  21. 21. Mobile Applications - Key Factors Device Independent Anytime, Anywhere BlackBerry Win Mobile iPhone Symbian Android Windows/Apple Palm iPad Laptops Full Manager and Store and Forward Employee Functions
  22. 22. Technical Application Advantages 50% Better Application Reduce Data Consumption Performance by up to 93% 20.0 15.0 10.0 5.0 0.0 TIME 75-93% Data Consumption Reduction Data Consumption w/ mobiScaler Extends Battery Enterprise Class Life by 40-50% Security Applications and data on the device are rendered inaccessible – indefinitely - until a new lease key is electronically issued. Securing your data even if the radio signal is off.
  23. 23. A Day in the Life of a Mobile Worker Before going to the airport: 7/29 Reviews Travel Checks Weather Booking
  24. 24. A Day in the Life of a Mobile Worker Before going to the airport: Secure Log In Clock On
  25. 25. A Day in the Life of a Mobile Worker In the airport before going to the client meeting: Checks Email, Reviews Deal Tasks, Calendar Closing Dashboard
  26. 26. A Day in the Life of a Mobile Worker In a cab from the airport to the client meeting: Enter Cost Center Select Position
  27. 27. A Day in the Life of a Mobile Worker In a cab from the airport to the client meeting: Select Cost Center/Position Reviews CRM Notes on Client
  28. 28. A Day in the Life of a Mobile Worker After getting out of the cab: Jul 29, 2010 Jul 1, 2010 Jul 30, 2010 Creates New Expense Adds Taxi Expense Report
  29. 29. A Day in the Life of a Mobile Worker During meeting with client and once it’s over: Checks order status and Cost Center Position Off enters new order
  30. 30. A Day in the Life of a Mobile Worker After client meeting and that night: Jul 29, 2010 Jul 29, 2010 Adds another taxi Adds client entertainment expense expense
  31. 31. A Day in the Life of a Mobile Worker After client meeting and that night: 7/29/2010 7/29/2010 7/28/2010 7/29/2010 Adds another taxi Orders car service to expense the airport
  32. 32. A Day in the Life of a Mobile Worker At Hotel room: Checks Email, Log off Tasks, Calendar
  33. 33. A Day in the Life of a Mobile Worker Next day before client meeting: Log In Clock On Enter Cost Select Position Select CCP Center
  34. 34. A Day in the Life of a Mobile Worker After meetings the next day: Cost Center Position Off Checks flight status
  35. 35. A Day in the Life of a Mobile Worker After meetings the next day: Checks in for the Checks Email, United flight Tasks, Calendar
  36. 36. A Day in the Life of a Mobile Worker At the airport while waiting for the flight: Confirms Order Searches Company Status Directory
  37. 37. A Day in the Life of a Mobile Worker At the airport while waiting for the flight: Jul 30, 2010 7/5/2010 7/1/2010 7/1/2010 7/2/2010 7/2/2010 7/2/2010 7/2/2010 7/3/2010 7/3/2010 7/1/2010 7/1/2010 7/4/2010 7/4/2010 7/6/2010 7/6/2010 7/5/2010 7/5/2010 7/7/2010 7/7/2010 7/5/2010 7/5/2010 7/6/2010 7/6/2010 Adds Mileage and Adds Corporate Other Cash Expenses Card Expenses
  38. 38. A Day in the Life of a Mobile Worker At the airport while waiting for the flight: 7/29/2010 7/30/2010 8/1/… 7/29/2010 7/28/2010 7/29/2010 7/29/2010 7/30/2010 7/1/2010 7/6/2010 Completes Expense Uploads Expense Reports Report
  39. 39. A Day in the Life of a Mobile Worker At the airport while waiting for the flight: Completes Expense Uploads Expense Reports Report
  40. 40. A Day in the Life of a Mobile Worker At the airport while waiting for the flight: Reviews Reports Approves a Report Awaiting Approval
  41. 41. A Day in the Life of a Mobile Worker At the airport while waiting for the flight: 7/5/2010 7/5/2010 Rejects a Report Approves an Expense Report
  42. 42. A Day in the Life of a Mobile Worker At the airport while waiting for the flight: Select Schedule Review Schedule
  43. 43. A Day in the Life of a Mobile Worker At the airport while waiting for the flight: Absence Request Select Absence
  44. 44. A Day in the Life of a Mobile Worker At the airport while waiting for the flight: Absence Approval Log off
  45. 45. A Day in the Life of a Mobile Worker At the airport while waiting for the flight: Checks Facebook
  46. 46. Key Facts • Deploying critical business applications to a mobile platform will: • Bring enterprise applications to the mobile workforce. • Increase productivity to focus on core tasks. • Increase visibility and timeliness of business activity and transactions. • Mitigates the risk of employees traveling with laptops. • Offer opportunities to provide greater flexibility to an organization’s workforce, providing greater employee satisfaction and increased retention rates of skilled labor.
  47. 47. The Necessary Evil’s Workforce Management and Business travel are essential functions and costs of business for organizations. Time and Labor, Travel booking and Expense reporting are by products of deploying a Mobile workforce – no one wants to do but it has to be done. Enabling key business applications can ease the burden and produce significant productivity and efficiency gains for your business travelers and significant cost savings for your organization.
  48. 48. Thank You Going Mobile - References Cisco Systems, Inc. - Managing a Diverse and Understanding and Managing the Mobile Workforce July 2007 Dispersed Workforce Top Tips for Managing a Mobile Workforce July 2008 Mobile Workforce Management Solutions 2010 Managing the Mobile Workforce July 2007 Gartner – User Survey Analysis: Jim Durso, Senior Account Mobile Enterprise, 2007 RIM’s Second Quarter Results Executive announced on December 18, 2008 Ipsos-Reid - Analyzing the Return CyberShift Inc. On Investment of a BlackBerry Deployment, 2007 (973) 364-0480 x3217 Aberdeen Group - The Location- Based Mobile Field-Service jdurso@cybershift.com Benchmark report October 2006 IDC - Mobile Workers Will Pass 1 www.cybershift.com Billion February 2010

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