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Simply Smarter Communications ™ Paul Clark UK&I GM Plantronics Moving to Smarter Working 1 11/25/2011
Simply Smarter Communications™
Paul Clark
UK&I GM Plantronics
Moving to Smarter Working
1 11/25/2011
CONFIDENTIAL • PRESENTATION TITLE •
Plantronics Smarter Working Programme
11/25/2011 2
CONFIDENTIAL • PRESENTATION TITLE •
Smarter Working – Plantronics Timeline
3/22/2011 3
• 2009 – Reviewed level of current flexibility in business
• <20% of office staff have flexible working (informal)
• Readiness review
– Office-centric Pilot – Contact Centre • Constructed flexible working frameworks
– Developed an EMEA wide Smarter Working Policy
– LISA (Location Independency Suitability Analysis) for both Role & Associate
• 2010 – After success of pilot scheme – launched Smarter
Working EMEA wide adoption • Speech Impact Training
• 2011 – 56%+ uptake within our office staff
– Implemented a new office programme, to better support smarter working
– Smarter working training for staff
CONFIDENTIAL • PRESENTATION TITLE •
Functional heads steering committee – MD
• Guidance/ideas/thoughts of Plantronics future
– Finance • Financial structure for Capital Expenditure
• Asset requirements and payback programme
– HR • Smarter Working Policy/updates on uptake within
the office
– Engineering • A special breed -Planning a space for Their
requirements
– IT • New Technology & Ideas
– Sales & Marketing • Current remote working practice
Smarter Working - Team Management
11/25/2011 4
CONFIDENTIAL • PRESENTATION TITLE •
Implementing Smarter Working
11/25/2011 5
CONFIDENTIAL • PRESENTATION TITLE •
Public Sector Thought Leadership
Captures and explores current UK
government workplace developments and
emerging good practice in order to inform,
encourage and support wider improvement
and innovation, across both the public and
private sectors
Explores the role of the
workplace as an agent for
change and describes a
vision for government
workplaces of the future.
Author: Bridget Hardy, OGC Head of High Performing Property Strategy and Implementation
BRICKS
CONFIDENTIAL • PRESENTATION TITLE •
• History – 2005 3 Buildings – 42,185 Sq. ft
– 2009 2 Buildings – 36,930 Sq. ft
– Today 1 Building – 21,154 Sq. ft
• Why? – Maximise the use of space
– Reduce annual operational expenses
– Smarter spaces for Smarter Working • A workspace for everyone
– Business Continuity
Property Rationalisation & Smarter Working
11/25/2011 7
BRICKS
CONFIDENTIAL • PRESENTATION TITLE •
Workspace Requirements
11/25/2011 8
BRICKS
CONFIDENTIAL • PRESENTATION TITLE •
The Spaces
11/25/2011 9
Quiet Space
Finance/HR
Monk Cells
Acoustic Pods
Zones to work together
Meeting Rooms
Work Pods
Drop down benches/areas
Vibrant, Busy Areas
Constant Noise
IS informal Contact Centre
M&S groups drop down zone
Time Out Space
Creative inspiration
Refuelling
Relaxation
CONFIDENTIAL • PRESENTATION TITLE •
–Bookable meeting rooms
–Flexible meeting rooms
–Dedicated desk space
–Flexible desk space
Office Spaces
11/25/2011 10
BRICKS
CONFIDENTIAL • PRESENTATION TITLE •
• Bookable – Designed for more formal meetings or where collaboration is involved
– Equipped with; • Audio & Video conferencing
• wireless, interactive whiteboards for greater collaboration
• simple to use, quick start guides with equipment
• identical hardware in all rooms for a consistent experience
• Flexible – Designed for ad-hoc meetings
– Non-bookable
– Equipped with; • Plantronics Calisto speakerphone
• wireless networking
Meeting Rooms
11/25/2011 11
BRICKS
BYTES
CONFIDENTIAL • PRESENTATION TITLE •
• Dedicated – Designed for people in the office 3 or more days a week
– Equipped with; • Dual screens for greater productivity
• Plantronics Savi Office headsets
• wired network connection
• Flexible – For people visiting the office 1 or 2 days a week
– visitors
– Equipped with; • wireless network connectivity
Desk Space
11/25/2011 12
BRICKS
BYTES
CONFIDENTIAL • PRESENTATION TITLE •
Implementing Smarter Working
11/25/2011 13
CONFIDENTIAL • PRESENTATION TITLE •
UC – Enabling Dispersed Collaboration
Integration and delivery of any application to any users
device at any location
Centred around Identity and Presence
BYTES
CONFIDENTIAL • PRESENTATION TITLE •
Nearly a DECADE of UC (not called UC when we started)
• Mobile working – Laptops, PDAs and Mobile Phones
• Audio and web conferencing
• IP Telephony – Skype – since 2004
– Avaya – since 2005
– Microsoft OCS – since 2008
– Microsoft Lync – since 2011
• Instant Messaging – Initially with Skype
– since 2008 with Microsoft OCS • Now use Microsoft Lync
Plantronics’ UC Journey
Headset
BYTES
CONFIDENTIAL • PRESENTATION TITLE •
Microsoft Lync
• Your laptop becomes your phone – No desk phones
– A headset is a must
• Work anywhere
• Presence indicator – Improves productivity
– choose how to communicate
• Instant messaging
• Desktop sharing
Unified Communications
11/25/2011 16
BYTES
CONFIDENTIAL • PRESENTATION TITLE •
Implementing Smarter Working
11/25/2011 17
BEHAVIOUR
CONFIDENTIAL • PRESENTATION TITLE •
• Plantronics developed and issued a policy for remote working in 2010
• Suitability assessment of role for remote working (space, distractions etc) – Suitability of home space
– Proposed working pattern
– the impact the new working pattern would have on the company, their colleagues and customers
– Equipment status
Suitability for Remote working
11/25/2011 18
BEHAVIOUR
CONFIDENTIAL • PRESENTATION TITLE •
The Importance of Voice
Body
Language
55%
Face To Face: Mehrabian, A. (1971). Silent messages. Wadsworth, Belmont, CA
Telephone: Mehrabian, Albert & Morton Wiener (1967): Decoding of inconsistent communications.
Journal of personality and social psychology 6(1): 109-114.
Tone of
Voice 38%
Message
7%
Tone of
Voice 87%
Message
13%
Speech
Impact
Voice
Intelligibility
Audio Ergonomics
BEHAVIOUR
CONFIDENTIAL • PRESENTATION TITLE •
Driving Audio Presence
Speech
Impact
Voice
Intelligibility
Audio Ergonomics
Beyond voice transmit/receive
Being understood (content)
Engagement and impact (results)
How your voice works
Lungs and cords ... keeping them fit
Pitch – tone – pace – power – inflection - pause
Storytelling
The art of powerful conversations
BEHAVIOUR
CONFIDENTIAL • PRESENTATION TITLE •
• Managing for results framework (GPS) – Management by Output, supported by
Corporate Goals
– Goals transparent to all associates, are fully aligned, clear and specific to support Corporate strategy
• Remote working skills development – eWork provided customised on-line
interactive training modules to teach managers and associates new skills when working in a distributed workforce.
Continuing the Smarter Working Journey
25/11/2011 21
BEHAVIOUR
CONFIDENTIAL • PRESENTATION TITLE •
eWork Course Topics BEHAVIOUR
CONFIDENTIAL • PRESENTATION TITLE •
Plantronics Smarter Working Programme
11/25/2011 23
• B/E in 5 years for real estate – profit thereafter
• 40% reduction in annual heating expenses
• Limited impact of telephony network outage
• Limited impact of winter 2010/11 bad weather
