The Adoption Process As an Important Collaboration Tool for Increase Employee Productivity

#CiscoLiveLA The Adoption Process as an Important Collaboration Tool for increase employee Productivity

Carlos Paris Delivery Consulting Engineer BRKCOL-1162

#CiscoLiveLA Agenda

• Introduction • Technology history • Communications - Collaboration • Changing the way of work • User adoption process • Conclusion

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#CiscoLiveLA © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 4 Introduction “We need to constantly make changes in order for Cisco to stay relevant over the next three, five, 10 years — especially in today’s rapidly changing environment.”

Chuck Robbins Cisco CEO

• Your company understand the importance of the Learning and Development opportunities? • HHRR coordinate the learning with the different areas and technologies used by the employees? • There is a training plan for implement and develop new technologies?

• Man on the Moon • Semiconductors, Intel Processors (4004 the first true microprocessor, 8080, 80x86), Basic Calculators • Video Games • TCP, Ethernet, Fiber Optics, First cell phone call, 19xx?? • Personal Computer • Internet • Smartphones • Siri, Alexa, Echo

Telegrafo Radio First Computer Email Mobile Phones TAT-8 Smartphones Samuel Morse Guglielmo Electronic 1971 first use. Motorola First transoceanic Numerical Morse code Marconi Fiber optic cable. Integrator and 1906 First official Computer, the first Radio Station programmable general-purpose electronic digital compute

1829 1876 1894 1927 1947 1962 1966 1969 1973 1979 1988 2003 2007 2019

Telefono TV First Sat Internet Modem WiFi 5G Alexander Bell first transatlantic Comm ARPANET -DARPA Hayes Smart television signal Mr. Watson come . Telstar. Modem here, I want to see you.

Teams A place where you can Web and Video have everything, Presence, IM, Audio and Video calls, Conference sharing files and collaborate Need for better ways with your teammates Unified to communicate each Communications other, avoiding New Features, physical spaces. Faxing, Instant Messaging, Email Presence, Video Chat Using the internet the Telephone fastest way to TDM and IP PBX coordinate resources. Permits the globally communications with different costs.

Today we are facing new challenges with resources distributed globally, our way to work need to change to adapt quickly to the new scenarios

• Open Spaces • Sharing resources • Increase Collaboration • Reduce constructions Costs • Improved Employee Health • Flexibility for the future

• Flexible schedule • Custom environment • Cozy clothes • No office distractions • Better/easy calls • Save money • Forge Crowds and Traffic • More time with loved ones

• Have easier mobility • Be less distracted • Get more done • Improve your work-life balance • Get constant fresh inspiration • Collaborate easier • Simplify your life

#CiscoLiveLA SBRKCOL-1162 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 17 User adoption process “The adoption process has been defined as the process through which individual adopters move from awareness to full acceptance of a new product, procedure or idea.” OZANNE; CHURCHILL, 1971; ROGERS, 1983

The end users are accustomed to carrying out their daily activities in the same way as they always do, without counting on the investment that companies make every day in new technologies to improve efficiency and that this does not is reflected in the final results of the company.

• User Empowerment helps drive business outcomes with faster consumption of technologies

• User Empowerment focuses on people change methods to increase technology utilization around specific use cases

• Faster cultural shift and end-user adoption of technologies • Faster realization of competitive advantage due to use case focus • Faster rate of return on technology investment • Better and more consistent end-user experience • Increased revenue, decreased cost, mitigated risk

Answer: Measuring What can be Measure?

• Metrics (all the metrics are not KPI’s) They are a unit of measure with which we can know what the evolution of a business is.

• KPI’s (all the KPI’s are metrics) They will be the most important metrics with which we will measure the health status of a project.

• Know/predefined the business process • Has the objectives defined and clear on the business process • Have a quantitative/qualitative measure of the results, and that its comparison with the objectives is possible. • Be capable to adjust processes or resources to achieve short-term goals. S - Specific M - Measurable A - Achievable R - Relevant T - Timely

#CiscoLiveLA SBRKCOL-1162 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 23 Examples of KPI’s for Adoption • Time used to improve service levels in a given project. • Level of customer satisfaction. • Time for improvement of issues related to service levels. • Profitability of a project (ROI Investment Return) • Monitor the performance of field work teams, for example in the IT department, sales or marketing… • Added value of human capital

#CiscoLiveLA SBRKCOL-1162 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 24 How can be measure? • Pre and post surveys of end user adoption process • Adoption metrics • Adoption rate: Adoption Rate= # new users / Total # of users • Time to first: the time it takes of a new or existing user to use the technology for the first time • Percentage of user who use the technology: how many users (percent) have performed an action you care about in a given period of time • Analytics

• The data on which the KPIs depend must be consistent and correct. • These data are available on time, because it is important to see in time the use of technologies

DIT TPB UTAUT

TTF TAM2

TRA TAM3 TAM DTPB

• Diffusion models DIT

• Adoption models TAM

“Diffusion of innovations” (Rogers 1995)

The innovation and adoption happened after going through several stages including understanding, persuasion, decision, implementation, and confirmation that led to the development of S-shaped adoption curve.

Early Majority Early Adopters 34% 13.5% Late Majority 34% Innovators Laggards 2.5% This 16% The Chasm The

Technology Acceptance Model (Davis, 1986) was introduced by Fred Davis in 1986 for his doctorate proposal as shown in the next slide. An adaptation of Theory of Reasonable Action, TAM is specifically tailored for modeling users’ acceptance of information systems or technologies.

User Motivation TAM Perceived x 1 Usefulness

Attitude Actual x 2 Toward System Using Use

x 3 Perceived Easy of Use

TAM Perceived Usefulness

External Behavioral Usage Variables Intention Behavior

Perceived Easy of Use

• Define: • The Challenges • Solution • Outcomes • Apply an adoption model • Change Management • Define the Timeline

Challenges Solution Outcomes

• Employee resistance to change • AS User Solution Empowerment helps • Faster cultural shift and end-user drive business outcomes with faster adoption of technologies • Inadequate sponsorship consumption of technologies • Lack of project management • Faster realization of competitive • AS User Solution Empowerment advantage due to use case focus • Project team skills focuses on people change methods to • Case for change not compelling increase technology utilization around • Faster rate of return on technology specific use cases investment • No defined use cases • No change management program • AS User Solution Empowerment builds • Better and more consistent end- and executes a custom plan: user experience § Behaviors § Standards § Processes § Culture • Increased revenue, decreased § § Policies Performance Goals cost, mitigated risk § Leadership

Phase 1 – Prepare Phase 2 – Interview Phase 3 – Build Collateral Phase 4 – Educate + Pilot Phase 5 - Readout

Engage Executive Prepare Behavior Collect Opportunities Conduct Pilot Executive Readout & Sponsors & Project Change End-User from End Users Deployment Next Steps Team Documentation

Activities Activities Activities Activities Activities • Identify executive • Discovery • Develop custom • Awareness • Review program sponsors, specific workshop communication campaign findings goals, timeline • Adoption plan and assets • Training and • Recommendations • assessment Identify client • Develop custom coaching to accelerate project lead and • Select early training plan and • scaling team adopter pilots and Feedback assets • • Executive sponsor success metrics collected through Discuss roadmap • for future meetings • Training and Begin driving surveys deployments • Identify technology communication awareness of pilot • Track KPIs and roadblocks requirements program metrics validated • Reinforcement activities

#CiscoLiveLA SBRKCOL-1162 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 36 Posters Highlights business benefit and ways to use new technology to increase Technology Journey adoption Examples of Educates employees on current and Outcomes future state of collaboration technology

Infographic Targeted and Describes way to use, highlights Segmented features Open House Events and Encourages employees to come business ask the experts questions on Materials benefits how to use the new technology

Quick Reference Guides Highly-Engaging Addresses frequently asked questions by user Video on Demand group in format Addresses best practices, and Personalized easy to understand FAQs and provides clarity on and reference gaining the best meeting Training experience

Tips Highlight best practices for technology use

Instructor-Led Training Enables quicker understanding and use of features and functionalities of the technology (virtual or in-person) SBRKCOL-1162 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 38 Questions? Complete your online session • Please complete your session survey after each session. Your feedback evaluation is very important. • All surveys can be taken: – Cisco Live Mobile App – Logging in to the Session Catalog: https://reg.rainfocus.com/flow/cisco/cllatam19/adash/ page/dashboard

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