durso - going mobile: managing a diverse and dispersed workforce
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Going Mobile:
Managing a Diverse and
Dispersed Workforce
Jim Durso
WP05
08/30/2010
1:30PM - 2:30PM
Workforce Planning
Agenda• Mobile Workforce Statistics and Trends
• Mobile Worker Lifecycle
• Types of Workforce Employees
• On-Boarding
• Assimilation
• Career Path
• Long-Term Success
• Mobile Workforce
• Mobile Worker Profile
• Manager Profile
• Business Advantages and Challenges
• Technology Challenges
• Workforce and Expense Mobile Applications
• Day in the Life of a Mobile Worker
• Key Factors
• Technical Mobile Advantages
Mobile Workforce
Statistics and Trends
Mobile Workforce Statistics
• Business travelers are by nature a mobile workforce
• On average, mobile workers account for 35% of staff.
• Mobile workers spend an average of 20% of their work week
traveling or away from their main place of work.Source: Gartner – User Survey Analysis: Mobile Enterprise, 2007
• Dramatic Growth
• IDC estimates the mobile workforce is growing by 15% annually
• The number of mobile workers accessing enterprise systems
worldwide will top the 1 billion mark this year on the way to
• 1.2 billion by 2013, or more than a third of the world’s workforce
• The U.S. will remain the most highly concentrated market for
mobile workers with 75.5 percent of the workforce, or 119.7
million workers in 2013, up from 72.2 percent in 2008
Mobile Workforce Statistics
• The number of mobile workers that perform
business functions in non work environments is
high.
• Ipsos-Reid reports that 92% of knowledge workers perform
work related communications in non-work environments.
• There is a growing trend to provide mobile access
to key business systems to increase productivity.
• Ipso-Reid studies show that BlackBerry smartphone users can
turn 53 minutes of downtime into productive work time each
day increasing overall productivity by nearly 30%.
Mobile Workforce Trends
• Organizations are focused on projects that
increase productivity and decrease costs.
– Mobility is 2nd only to security for CIO spending priorities.
• While organizations look to increase mobile access, they are also concerned about security
and minimizing risk.
Mobile Workforce Trends
• For the white collar mobile worker, the BlackBerry
platform has become the corporate standard in North America.
• BlackBerry subscriptions increased in the third quarter of fiscal
2009 by 2.6M to over 21 million total subscriber accounts.
Source: RIM’s Second Quarter Results announced on December 18, 2008
• Increase in acceptance of iPhone, iPad and Android devices
• More and more organizations are adopting mobile
technology for their blue collar workers.
Mobile Workforce Trends
• Aberdeen Group surveyed companies that had mobile
field-service systems reported
– an average improvement in worker productivity of 27 percent
– a 19 percent increase in customer satisfaction and retention
– a 17 percent improvement in overall profitability
– a 13 percent increase in service revenueSource: “The Location-Based Mobile Field-Service Benchmark report,” October 2006
• The survey also found that the underlying key to
success is easy to use applications that provide timely
access to data to improve decision-making, enhance
collaboration and expand the reach of communications.
Mobile Worker Lifecycle
Stationary
At Home Worker
Mobile
Types of Workforce Employees
Mobile Worker Lifecycle
Gain Confidence
Prove Commitment
Shared Trust
Mutual Loyalty
Mobile Workforce Employee
Types
On-site movers
Yo-Yo’s
PendulumsNomads
Carriers
Stimulation Seeker
Curious Explorer
Tough Survivor
Independent Decision
Maker
Disciplined Achiever
Mobile Workforce
Mobile Worker SkillsCommunicate
•In touch with networks
•Multiple teams
•Bridge gaps
•Variety on mediums
Achievement and results orientated
•Less Support and monitoring
•Higher degree of self-motivation
Planning and Organization
•Higher level of planning skills
•Ability to change plans
•Make contingency plans
•Satisfaction Focus
•Ability to spend time at multiple sites and clients
Flexibility and Adaptability
•Cope with changing environments, locations and
situations
•Independent problem solvers
Relationship Builder
•Need to build successful internal
and external relationships
•Ability to build trust
•High level of transparency
Manage
Different People
Differently
Don’t
Micro-manageResults
Orientated
Don’t
Micro-Manage
Understand and
Recognize Their
World
Manager Profile
Excellent
CommunicatorMotivator
Team BuilderEmpathetic
Communicate on the Move
Increased Productivity
Enhanced Ability to Compete
Pervasive Digital Information
Supports Personal
Communication
Improved Technology and
Devices
Easy Access to Content
Complete Tasks in Less Time
More Productive Than Tethered
Workers
Business Advantages
Isolationism
Job Security
Work and Home Life Balance
Build Clear Communication
Process
Strong Company Focus
and Culture
Define and Control Success
Factors
Network Security
Stringent Employee
Review Process
Detailed Training
Programs
Documented Expectations
and Guidelines
Defined Monitoring Process
Standardized Policies and Compliance
Business Challenges
Network Security
Data Security
Device SecurityIntegrated
Communications Tools
Integration of Multiple Personal Mobile Devices
Access to Business Critical
Applications
Technology Challenges
Workforce and Expense
Mobile Applications
Mobile Applications - Key Factors
Device Independent Anytime, Anywhere
Store and ForwardFull Manager and
Employee Functions
Android Windows/AppleLaptops
Palm
BlackBerry Win Mobile iPhone Symbian
iPad
Technical Application Advantages
50% Better Application Performance
Reduce Data Consumption by up to 93%
0.0
5.0
10.0
15.0
20.0
TIME
Data Consumption
Data Consumption w/ mobiScaler
75-93%Reduction
Applications and data on the device are rendered inaccessible –
indefinitely - until a new lease key is electronically issued. Securing your data even if the radio signal is off.
Enterprise ClassSecurity
Extends Battery Life by 40-50%
A Day in the Life of a Mobile Worker
Before going to the airport:
7/29
Reviews Travel
Booking
Checks Weather
A Day in the Life of a Mobile Worker
Before going to the airport:
Secure Log In Clock On
A Day in the Life of a Mobile Worker
In the airport before going to the client meeting:
Reviews Deal
Closing Dashboard
Checks Email,
Tasks, Calendar
A Day in the Life of a Mobile Worker
In a cab from the airport to the client meeting:
Enter Cost Center Select Position
A Day in the Life of a Mobile Worker
In a cab from the airport to the client meeting:
Reviews CRM Notes
on Client
Select Cost Center/Position
A Day in the Life of a Mobile Worker
After getting out of the cab:
Creates New Expense
Report
Jul 1, 2010 Jul 30, 2010
Adds Taxi Expense
Jul 29, 2010
A Day in the Life of a Mobile Worker
During meeting with client and once it’s over:
Checks order status and
enters new order
Cost Center Position Off
A Day in the Life of a Mobile Worker
After client meeting and that night:
Adds another taxi
expense
Jul 29, 2010
Adds client entertainment
expense
Jul 29, 2010
A Day in the Life of a Mobile Worker
After client meeting and that night:
Adds another taxi
expense
7/29/2010
7/29/2010
7/29/2010
7/28/2010
Orders car service to
the airport
A Day in the Life of a Mobile Worker
At Hotel room:
Log offChecks Email,
Tasks, Calendar
A Day in the Life of a Mobile Worker
Next day before client meeting:
Log In Clock On Enter Cost
Center
Select Position Select CCP
A Day in the Life of a Mobile Worker
After meetings the next day:
Cost Center Position Off Checks flight status
A Day in the Life of a Mobile Worker
After meetings the next day:
Checks in for the
United flight
Checks Email,
Tasks, Calendar
A Day in the Life of a Mobile Worker
At the airport while waiting for the flight:
Confirms Order
Status
Searches Company
Directory
A Day in the Life of a Mobile Worker
At the airport while waiting for the flight:
7/3/2010
7/2/20107/2/2010
7/1/2010
7/1/20107/4/2010
7/5/20107/7/20107/5/20107/6/2010
7/6/2010
Adds Corporate
Card Expenses
7/3/2010
7/2/20107/2/2010
7/1/2010
7/1/20107/4/2010
7/5/20107/7/20107/5/20107/6/2010
7/6/2010
Adds Mileage and
Other Cash Expenses
Jul 30, 2010 7/5/2010
A Day in the Life of a Mobile Worker
At the airport while waiting for the flight:
Uploads Expense
Report
7/30/2010 8/1/…
Completes Expense
Reports
7/29/2010
7/29/2010
7/28/20107/29/20107/30/20107/1/20107/6/2010
7/29/2010
A Day in the Life of a Mobile Worker
At the airport while waiting for the flight:
Completes Expense
ReportsUploads Expense
Report
A Day in the Life of a Mobile Worker
At the airport while waiting for the flight:
Reviews Reports
Awaiting Approval
Approves a Report
A Day in the Life of a Mobile Worker
At the airport while waiting for the flight:
Rejects a Report Approves an
Expense Report
7/5/2010 7/5/2010
A Day in the Life of a Mobile Worker
At the airport while waiting for the flight:
Select Schedule Review Schedule
A Day in the Life of a Mobile Worker
At the airport while waiting for the flight:
Absence Request Select Absence
A Day in the Life of a Mobile Worker
At the airport while waiting for the flight:
Log offAbsence Approval
A Day in the Life of a Mobile Worker
At the airport while waiting for the flight:
Checks Facebook
Key Facts
• Deploying critical business applications to a mobile platform will:
• Bring enterprise applications to the mobile workforce.
• Increase productivity to focus on core tasks.
• Increase visibility and timeliness of business activity and
transactions.
• Mitigates the risk of employees traveling with laptops.
• Offer opportunities to provide greater flexibility to an
organization’s workforce, providing greater employee
satisfaction and increased retention rates of skilled labor.
The Necessary Evil’sWorkforce Management and Business travel are essential
functions and costs of business for organizations.
Time and Labor, Travel booking and Expense reporting are by products of deploying a Mobile workforce – no one
wants to do but it has to be done.
Enabling key business applications can ease the burden
and produce significant productivity and efficiency gains
for your business travelers and significant cost savings
for your organization.
References
Thank You
Going Mobile -
Managing a Diverse and Dispersed Workforce
Jim Durso, Senior Account Executive
CyberShift Inc.(973) 364-0480 x3217
www.cybershift.com
Cisco Systems, Inc. -
Understanding and Managing the
Mobile Workforce July 2007
Top Tips for Managing a Mobile
Workforce July 2008
Mobile Workforce Management
Solutions 2010
Managing the Mobile Workforce
July 2007
Gartner – User Survey Analysis:
Mobile Enterprise, 2007
RIM’s Second Quarter Results
announced on December 18, 2008
Ipsos-Reid - Analyzing the Return
On Investment of a BlackBerry
Deployment, 2007
Aberdeen Group - The Location-
Based Mobile Field-Service
Benchmark report October 2006
IDC - Mobile Workers Will Pass 1
Billion February 2010