The Cisco Telework Story

The Cisco Telework Story
Workforce Optimization
May 2001
Course Number
Presentation_ID
© 2001, Cisco Systems, Inc.
1
Why Teleworking? Why Now?
• Drivers
New technology
New culture
Tight labor market
Resource
prioritization
Government
regulation
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© 2001, Cisco Systems, Inc.
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Factoids
• 2000:
U.S.
24 million teleworkers
Europe
10 million teleworkers
(Source: ITAC)
Asia-Pac
3.3 million (2/3 in Japan)
(Source:JALA International)
5.6% projected annual growth rate for teleworkers
• Teleworker “churn” continues to be high,
with one fifth teleworking for under a year
(Source: IDC)
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© 2001, Cisco Systems, Inc.
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Cisco Story
• Challenge
• Solution
• Today
• Best practices
• Next steps
Presentation_ID
© 2001, Cisco Systems, Inc.
4
Challenge
• 1992
Product Development required the hiring of
more and more engineers
Labor market shortage
Remote location workers
Rising Bay Area real estate costs
Need to scale workplace infrastructure
*Maintain always–on Customer Satisfaction
and Coverage
Presentation_ID
© 2001, Cisco Systems, Inc.
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Solution
• 1993
Cisco Systems becomes one
of the first companies in
Silicon Valley to develop
Telecommuting Guidelines
and Agreement for both
employees AND managers
How did Cisco do this?
Presentation_ID
© 2001, Cisco Systems, Inc.
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Steps to Success
Engineers served as pilot group
HR drove collaborative effort (Facilities, IT, Finance)
Guidelines addressed individual variabilities:
Manager Discretion
Partnership with IT critical for security and
standardization
• Measures of Success
Adoption rate
Ease of use
Output focus
Presentation_ID
© 2001, Cisco Systems, Inc.
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Today
• Close to 100% of all US Cisco employees have
some form of secure remote access to the home
1. Day Extender—95% of employees
2. Part-Time—85% of employees
3. Full-Time—300 employees
• Mutual Benefits
Increases productivity 20-40%
Improves job satisfaction
Improves long-term commitment
ROI 300%
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© 2001, Cisco Systems, Inc.
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Remote Access Options
1. User Managed Service (VPN)
2. Vendor Managed Service
1. Cisco Managed Service* (ISDN, Dial)
*by exception
Presentation_ID
•
Policy: Company pays for only one
broadband service per employee
•
Emphasis on broadband
•
Global Program
© 2001, Cisco Systems, Inc.
9
Best Practices:
Company-Wide
Deployment
Course Number
Presentation_ID
© 2001, Cisco Systems, Inc.
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Cisco Culture
No Technology
Religion
Quality Team
Teamwork
(Open Standards)
Empowerment
Drive
Change
Frugality
Market
Transitions
Stretch Goals
Trust/Fair/Integrity
Open
Communication
Customer Success
Presentation_ID
© 2001, Cisco Systems, Inc.
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Technology Standards
• All culture and
business processes
embrace technology
• Cisco provides all its
employees with email, configured
laptops, cellular
phone service and
pagers
Business Process
Presentation_ID
© 2001, Cisco Systems, Inc.
Technology
Teleworking Success
Culture
12
Remote Access for All
• Available to all
• Straightforward,
automated process
• Cisco provides
employees a onestop shop: Remote
Access Services
Dashboard
Presentation_ID
© 2001, Cisco Systems, Inc.
13
Software Maintenance
• Always-on delivery of
both standard and
non-standard apps
• Push Technology
• Straightforward,
automated process
• Cisco’s Softracker:
Anytime, anywhere
access to software
downloads and
upgrades
Presentation_ID
© 2001, Cisco Systems, Inc.
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Cross-Functional Collaboration
• Top-down commitment
• Team effort from HR, IT,
facilities and finance
• Cisco 1995: New World
Workplace
• “Work Anywhere,
Anytime”
Scale growth
Productive work space
Technology
Cost-effective solutions
Innovation
Presentation_ID
© 2001, Cisco Systems, Inc.
15
Guidelines, not Rules
• Scalable, official
employee-sponsored
program
• Posted and easily
available to all
• Technology
standards in
place—focus shift to
best work practices
Presentation_ID
© 2001, Cisco Systems, Inc.
16
Training
• Remote Work
Guidelines
available to
managers and
employees
• Workplace
Specialists work
with both
parties to
develop selfaudits
Presentation_ID
© 2001, Cisco Systems, Inc.
17
Virtual Team Guidelines
• # of V-teams increasing
• Collaboration through advanced
technologies
Focus on building trust
Make extra efforts to ask questions
and listen carefully
Define and agree on the decisionmaking process
Accelerate collaboration
Communicate, communicate,
communicate
Invest time
Use technology to facilitate but not
to replace human interaction
Presentation_ID
© 2001, Cisco Systems, Inc.
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Positive Environmental Impact
• Decreases air and noise
pollution, energy consumption
• 1994 Cisco was a leading
participant in the Smart Valley
Telecommuting Initiative:
Accelerate the deployment of
telecommuting throughout Silicon
Valley as a standard business
practice and enhance the
competitiveness and quality of life
• *Reduced air pollution and
traffic congestion
Presentation_ID
© 2001, Cisco Systems, Inc.
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Best Practices
Summary
• Leadership sets and communicates vision
• Manager and employee guidelines are
widely available, straightforward and
enforced
• Technologies and support services are
methodically assessed
• Facilities adapt to new world workplace
Presentation_ID
© 2001, Cisco Systems, Inc.
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Next Steps
• Use Cisco’s ROI tool to help understand your
current telework program and how you can
realize additional cost savings
• Evaluate your total cost of ownership and the
benefits of outsourcing your telework
deployment
• Assess your telework remote access bandwidth
needs to understand the advantages of rolling
out a broadband solution
• Engage a Cisco ecosystem partner to design a
formal telework program that’s right for your
company
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© 2001, Cisco Systems, Inc.
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© 2001, Cisco Systems, Inc.
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© 2001, Cisco Systems, Inc.
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Add-Ins
Course Number
Presentation_ID
© 2001, Cisco Systems, Inc.
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Teleworking Options
Corporate
Headquarters
Teleworker
Satellite
VPN Client
Software
PIX FW or
VPN HW
Client
DSL Cable
Satellite
and
Wireless
Dumb
CPE
Dual Ethernet
Router with
Security
Software
Presentation_ID
© 2001, Cisco Systems, Inc.
Wireless
Internet or SP
Network
Cable
DSL
VPN Access
Concentrator
PIX Firewall with
VPN Termination
ISDN or Frame
Relay Network
DSL, Cable, ISDN, Frame
Relay Router with Point to Point
or VPN Access
Router/VPN
Tunnel Server
25
Home Office Technologies
and Products
S
S
E
CC IES
A
N
G
ISDN Router
WA NOLO
H
C
DSL/Cable and VPN Client
E
T
Office Supply
DSL/Cable and VPN/Security Appliance
DSL/Cable and Dual Ethernet Router
DSL Router
(Private Line)
Presentation_ID
Video Conferencing
Wireless LAN
© 2001, Cisco Systems, Inc.
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fic nd S
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m war
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H oft
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Collaboration Software
IP Telephony
PC Laptop
Office Equipment
PC Peripherals
Cable Router and VPN
DSL Router and VPN
Services
26
Benefits of Cisco Router-Based
Teleworking Solutions
• One box solution
• Broadband access (DSL or Cable)
• Business class security with Cisco IOS software
(stateful inspection firewall and IPSec 3DES)
• QoS features for voice, video, and application
aware networking
• Simplified management:
One operating system
No need to configure client software
Remote troubleshooting
Remote security policy updates
Presentation_ID
© 2001, Cisco Systems, Inc.
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Cisco Vital Adjuncts
Technology
Policies
Training
Presentation_ID
© 2001, Cisco Systems, Inc.
Evaluations
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Quality of Life
• Teleworkers have higher job satisfaction
• Work/Life balance
• Reinforces culture of
empowerment—more control over
schedule
Presentation_ID
© 2001, Cisco Systems, Inc.
29
Employee Testimonials
“With my laptop and DSL, my PC is always on, so when
I get up, I can immediately see if there are any “fires”
that need to be put out right away. I can do that
without having to waste commute time. I put the fire
out and then walk to my kitchen and grab a cup of
coffee…The largest benefit to Cisco, in my opinion, for
teleworking is increased productivity (Cisco is getting
more from me than before, due to my increased
availability). The biggest benefit for me is that I can
spend more time with my children. I used to be a Big 5
consultant traveling 5-6 days a week. I have never
been happier because I now am able to become
involved with my kids’ lives, and especially (which is
my favorite time of all) read to my children and put
them to bed every night.”
Bob Frazier,
Vertical IBSG Manager, Manufacturing—
Full-Time Teleworker, 1 year
Presentation_ID
© 2001, Cisco Systems, Inc.
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Employee Testimonials
“My work-from-home arrangement began in 1994 as
Corporate Marketing’s first telecommuter. That was
as a casual teleworker of 1-2 days a week. …Since
then I’ve moved on to full-time. The full-time
teleworker must be a completely loyal and dedicated
professional and have a desire to “make better” an
already great situation… My present, and longstanding office technology consists of my laptop and
docking station. I have personally purchased my own
color and b/w printers, fax, external storage drive, and
scanner. These I purchased, including my office
furniture, without hesitation or asking for assistance
from my BU. I feel it a privilege to telework and am
willing to go that extra distance in support of my
teleworking arrangement.”
Gary Stewart, Technical Illustrator/Corporate
Icons Corporate Publications—
Full-Time Teleworker, 3 years
Presentation_ID
© 2001, Cisco Systems, Inc.
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Employee Testimonials
“Practically speaking, I live in two countries - France and the UK. I go from
France to the UK pretty much every week, as part of the flexible arrangement I
worked out with Cisco during the recruiting process. The net result of this is
that I spend, on average three-four days per week working for Cisco in the UK,
and one-two days per week working for Cisco in France. As it turns out, Cisco
has an office in Sophia Antipolis, which is 13km from my house in France. In
the UK, Cisco has an office in Stockley Park, which is right beside Heathrow
airport. Cisco has another office right smack in the centre of the bank district in
London, which is only three tube stops from my flat in Covent Garden.
The net result of all this is that I have the flexibility to work from five different
places if I want:
1) The Cisco office in Stockley Park
2) The Cisco office in London City
3) My flat in Covent Garden
4) The Cisco office in Sophia Antipolis
5) My house in Cannes
This is worth gold to me. I think it is safe to say that, if I didn't have this type of
flexibility, I wouldn't have accepted the job with Cisco.”
Robert Nowak
IBSG PS Project Manager UK—
Multi-Zone Part-Time Teleworker, 3 months
Presentation_ID
© 2001, Cisco Systems, Inc.
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IDC Study
• May 2001
The Big Picture
Most teleworking arrangements are informal, with
formalization of policies varying considerably by
industry
Most companies have a culture that supports
teleworking
Level of centralized management for teleworking
varies by industry
Teleworking expected to become more widespread
Presentation_ID
© 2001, Cisco Systems, Inc.
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IDC Study
• Conclusions
Teleworking is here to stay
Corporations continue to support telework
because they recognize the importance of
offering flexible working styles for valuable
employees who need to balance work/life
issues
Typical comment: “I think employees want to
balance work and family, and to minimize
commuting. I think employees are more
productive when they telework …Teleworking
also reinforces employees’ commitment to the
organization”
Presentation_ID
© 2001, Cisco Systems, Inc.
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Future
• IDC predicts day extenders to increase
4.8% from 25 million (1999) to 31.6 million
households by 2004
Cisco’s part
Voice over IP
Video collaboration
Mobile wireless
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© 2001, Cisco Systems, Inc.
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