This document outlines Unisys' efforts to build a sustainable innovation culture across its globally dispersed teams. It discusses establishing core values of focusing on clients, integrity, collaboration, respect for individuals, and proactivity. These values were developed by a core team, socialized internally and validated by top clients. Unisys is using tools like an Applied Innovation Community on social media to engage employees, share best practices and success stories. Early signs are positive but more work is needed to fully align policies, systems and other initiatives with the new culture. The goal is to unleash the potential of employees to continuously deliver enhanced value and innovation for clients.

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!