#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 #CiscoLiveLA SBRKCOL-1162 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 3 Cisco Webex Teams Questions? Use Cisco Webex Teams to chat with the speaker after the session How 1 Find this session in the Cisco Live Mobile App 2 Click “Join the Discussion” 3 Install Webex Teams or go directly to the team space 4 Enter messages/questions in the team space Webex Teams will be moderated cs.co/ciscolivebot#BRKCOL-1162 by the speaker until November 1st , 2019. #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 #CiscoLiveLA SBRKCOL-1162 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 6 The learning inside the companies • 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? #CiscoLiveLA SBRKCOL-1162 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 7 Technology history The last 50 Years • 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 #CiscoLiveLA SBRKCOL-1162 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 9 Communications - Collaboration Chronological Communications Evolution 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. #CiscoLiveLA SBRKCOL-1162 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 11 Collaboration 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. #CiscoLiveLA SBRKCOL-1162 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 12 Changing the way of work Crossing Boundaries Today we are facing new challenges with resources distributed globally, our way to work need to change to adapt quickly to the new scenarios #CiscoLiveLA SBRKCOL-1162 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 14 Job Office – Sharing Spaces • Open Spaces • Sharing resources • Increase Collaboration • Reduce constructions Costs • Improved Employee Health • Flexibility for the future #CiscoLiveLA SBRKCOL-1162 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 15 Home Office • Flexible schedule • Custom environment • Cozy clothes • No office distractions • Better/easy calls • Save money • Forge Crowds and Traffic • More time with loved ones #CiscoLiveLA SBRKCOL-1162 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 16 Mobile Office • 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 #CiscoLiveLA SBRKCOL-1162 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 19 Why do you need “User Adoption”? 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 #CiscoLiveLA SBRKCOL-1162 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 20 How this adoption process is going to help you • 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 #CiscoLiveLA SBRKCOL-1162 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 21 How do you know if the adoption is ok 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. #CiscoLiveLA SBRKCOL-1162 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 22 Thinking our KPI’s • 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 #CiscoLiveLA SBRKCOL-1162 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 25 Adoption process models TAM Final version DIT TPB UTAUT TTF TAM2 TRA TAM3 TAM DTPB #CiscoLiveLA SBRKCOL-1162 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 26 Adoption process models • Diffusion models DIT • Adoption models TAM #CiscoLiveLA SBRKCOL-1162 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 27 • Diffusion models DIT “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. #CiscoLiveLA SBRKCOL-1162 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 28 Innovation Adoption Curve” (Rogers,1995) DIT Early Majority Early Adopters 34% 13.5% Late Majority 34% Innovators Laggards 2.5% This 16% The Chasm The #CiscoLiveLA SBRKCOL-1162 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 29 • Adoption models TAM 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. #CiscoLiveLA SBRKCOL-1162 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 30 Technology Acceptance Model (Davis, 1986) User Motivation TAM Perceived x 1 Usefulness Attitude Actual x 2 Toward System Using Use x 3 Perceived Easy of Use #CiscoLiveLA SBRKCOL-1162 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 31 Technology Acceptance Model (Venkatest and Davis, 1996 – Final Version) TAM Perceived Usefulness External Behavioral Usage Variables Intention Behavior Perceived