40
More progress around automation and robotics in the past 5-6 years than in the last 50 years
2.53 billion mobile phone users in 2018
70% of business leaders say they need new talent and skills (Deloittes)
Average half-life of a learnt business skill dropped from 30 years in 1984; to five years
in 2014… and still dropping
Future of work - human skills, using EQ, making value judgements, collaborating
65% of children entering primary school will hold jobs that currently don’t exist (World Economic Forum)
AI technologies projected to increase labour productivity by up to 40% (Accenture)
Samantha is a Business Transformation Specialist - in love with all
things Digital, Agile and Lean.
She is an innovative, creative and strategic thinker who likes to tackle
transformation and change holistically, focusing on people and the
business outcome.
Having worked across all Project Management and Change
Management methodologies, Samantha knowingly weaves the best
elements of agile, scaled agile, waterfall, Lean change and LeanStack
methodologies together across Change and Transformation initiatives.
Samantha will be sharing her wealth of knowledge on all things
Change Management in agile environments and dispel any myths you
might have about where Change Management fits in agile!
Paul is a certified Change Manager with 18 years experience in
business and technology transformation programs across varied
sectors.
Paul is fascinated by the intersections of change management, Lean
practice and augmenting the human workforce through intelligent
automation.
He recently led and embedded a business change model for the
establishment of a Robotics and Automation program at Sensis;
generating wide business engagement and successfully integrating
Robotics to release thousands of hours in human capacity and grow
the organisation’s digital workforce.
When considering the future of work, especially how it looks and feels
for employees, Barbara wants to help!
Her vision is to embed a culture of learning, empowerment, rapid
experimentation, adaptability and collaboration.
A people-centric problem solver who thrives in providing action orientated
strategies to support business leaders achieve their goals.
Barbara leverages her 13 years of global change management experience
to support businesses to clearly articulate their future vision and transform.
Barbara is currently partnering with senior leadership as an Agile and
culture change coach with ANZ.
A true chameleon, Anthony brings his passion and energy to any
project, driven to connect with senior leaders and frontline staff
alike. His human-centred approach is evident through his passion for
people enablement.
He works to deliver a better user-experience and automation
opportunities using enterprise knowledge management; a change
management approach; and the enablement of customer, staff and
company through the effective design, management and delivery of
information.
Anthony has broad experience working across a range of industries
from strategic enablement, organisational design, operational
management and change and project delivery.
With one foot firmly standing in the future and the other right here in
the present, Tracey knows what needs to be done now to be
successful in the future.
Her vision and future-oriented mindset means she is often one (or ten!)
steps ahead of the rest. Her passion lies with change – how to
embrace change; challenge change; and learn the intricacies to move
gracefully with and through change.
Tracey has a proven track record in innovation, strategy development,
problem resolution and leading major transformation programs across
large diverse businesses.
She is passionate about working with Start-ups and Entrepreneurs in
the Innovation and Disruption space.
The Future of Work – Annual Education Event
Samantha Barr
Is it magic?
We need to be
methodology
comprehensive
yet methodology
agnostic
and
INDUSTRY 4.0
PAUL RUIZ
Intelligent automation
underlying systems unchanged
reduced cost
time to market
scalable
Workforce disruption
• By 2030, 75M – 375M global
workforce impacted
• Emerging shift to higher
cognitive, social and
technological skills
Experimentation
Systems not technologies
Accelerate the skills shift
Creativity
Navigating industry 4.0
Confidential
• September 2018
New ways of working
WE ARE MOVING TO NWOW FOR THREE REASONS
NWOW IS MORE THAN AGILE …
IT’S A CULTURAL TRANSFORMATION
Our Values
New Ways of Leading
Growth Mindset
NWOW Principles
Great Place to
Grow
“We are a learning organisation that encourages us all to adapt and improve. This means we’ll recognise and reward those who are curious and able to learn new skills. And we want to encourage people to try stuff out so we improve. We believe that with effort, we can all learn and grow”
ANZ CEO Shayne Elliott, in a letter to staff
OUR VALUES
OUR NEW WAYS OF LEADING
• Look externally, seek & include diverse views & data• Model curiosity & continuous improvement• Talk openly about failures & what I learnt• Challenge people to try new & better ways to achieve goals & praise them when they do• Encourage people to question why things are done the way they are
• Strive to understand my impact and flex my approach as a result• Be fully present & actively listen• Have open, authentic conversations• Show people I care about them and their wellbeing• Connect personally, share something of myself
• Tell the story – make sense for people of context & change• Focus people with clear aligned goals• Provide clear boundaries – principles not rules• Ask questions & encourage input to build commitment• Track and recognise progress towards goals
• Get to know people & their aspirations• Give specific feedback & praise efforts to learn & grow• Help people seek & take opportunities to broaden experiences & learn new skills• Seek & take opportunities to broaden my own experiences & learn new skills• Develop myself to coach & teach
• Clear the way for people to succeed• Encourage people to take initiative & praise them when they do• Give people room to decide & act• Support decisions & actions taken by the team • Hold people accountable for outcomes
OUR NWOW PRINCIPLES
… inspired by Agile, HCD, Lean Production & Lean Startup
How we approach our work….
That comes to life by…. How do we work differently?
1.Empathy Obsessing about the customer experience
We spend time deeply understanding our customers’ needs and what is most desirable for them –
only they can define value.
2. Collaboration Working as one team
We self-organise and are empowered to actively participate in creating and refining solutions towards a
common goal.
3. Define and break down the problem
Prioritising and pursuing the right problem or opportunity
We are comfortable spending time with a problem – and not just jumping into solution –“is it the right problem? Is it worth pursing?” are key questions we often ask.
4. Rapid iteration Delivers value every cycle
We embrace failure and mistakes as opportunities to
learn – we experience work as an experiment where we can quickly generate ideas, build prototypes, test and refine.
5. Continuous improvement
Taking regular steps to awesome outcomes for our customers
We take regular steps towards perfection – what ever
we do we can always do it better!
6. Seamless customer journey
Create an amazing end to end customer journey
We constantly challenge ourselves to think end to end across the whole customer journey (not just about
“my bit”) to make it as simply and easily as possible for our customer.
July 2018 Version
LEADERSHIP IS CRITICAL… NOT A NAUGHTY WORD
70
NWOW TRANSFORMATION TEAM ESTABLISHED
ANZ ANNOUNCES AUSTRALIA
DIVISION WILL MOVE TO NWOW
WEEKLY PIZZA SESSIONS FOR STAFF
KICK OFF
~20 sessions
NWOW MARKETPLACE -
MELBOURNE
~5000 staff visits
NWOW CAREERS MARKETPLACE #1 –
MELBOURNE
~4000 staff visits
TRIBE COACHES ONBOARDED
CE TRIBES & COES & NPS COE BEGIN
LIGHTHOUSE PROJECTS KICK OFF TO ‘TEST &
LEARN’
NWOW TRAINING KICKS OFF FOR CE
SQUAD FORMING FOR CO & CX TRIBES/COES
CX & CO TRIBES & COES BEGIN & TRAINING KICKS
OFF
SQUAD FORMING FOR CE TRIBES &
COES
NWOW EVENT TO MARK THE MILESTONE – ALL AUSTRALIA
DIVISION TRIBES, TECH AREAS & COES START WORKING NWOW
MAY 2017 JUNE JULY AUG SEP OCT NOV/DEC JAN 2018 FEB MAR APR May Jun
NWOW LEADERS ONBOARDED
SQUAD COACHES ONBOARDED TRANCHE 2
APPOINTMENTS ANNOUNCED
IMPLEMENTATION IN ANZ’S TECHNOLOGY BUSINESS BEGINS
~250 employees ~1,300 employees[Business & Technology]
NWOW CAREERS MARKETPLACE –
BENGALURU
~1000 staff visits
NWOW CAREERS MARKETPLACE #2 –
MELBOURNE
~1000 staff visits
NWOW CAREERS MARKETPLACE #3 –
BENGALURU
~1000 staff visits
‘JOIN THE CONVERSATION’ CALLS
KICK OFF
~15 sessions
OUR JOURNEY SO FAR
A growing divide between what's needed and what's done
Changes in Business, Technology and Demographics require us to rethink the way we create content and how we manage it
What makes up Knowledge Management
Content Management
Governance, Standards, Ownership,
Quality, Compliance.
( Life Cycle Management )
Design
Layout and Structure, Tone & Language.
Accessibility, diversity & fit for purpose
(The needs of Consumer & Tool)
Distribution & Access
Tools, Search Optimisation, Indexing, Metadata and Tagging.
Information Architecture.
( Access & Findability )
Analytics
Usage Data, Usage Trends, Relationship & Insights,
User Rating, User feedback
( Effectiveness & Relevancy )
Content needs to evolve to support a Multi Channel UX
Access channels
KM content database
Reference taxonomies
& repositories
Other channels?
Store staffCall Centre
StaffSocial Media
Increased assistance Increasing self service
Method of engagement
Online chat
(person)
(person)
A B C D E
Online chat
(automated)
(automated)
Web self
service
Mobile self
service
F G H I
THE FUTURE OF WORK IS NOW
31
“It is not in the stars to hold our destiny but in ourselves”William Shakespeare
TECHNOLOGY IS THE ENABLER
INNOVATIVE THINKING CREATES NEW MARKETS, BUSINESS AND SYSTEMS
Alice laughed. "There's no use trying,"
she said: "one can't believe impossible
things."
"I dare say you haven't had much
practice," said the Queen. "When I
was your age, I always did it for half-
an-hour a day. Why, sometimes I've
believed as many as six impossible
things before breakfast."
Lewis Carroll
