durso - going mobile: managing a diverse and dispersed workforce

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.


• 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.


• 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


Before going to the airport:

Secure Log In Clock On


In the airport before going to the client meeting:

Reviews Deal

Closing Dashboard

Checks Email,

Tasks, Calendar


In a cab from the airport to the client meeting:

Enter Cost Center Select Position


In a cab from the airport to the client meeting:

Reviews CRM Notes

on Client

Select Cost Center/Position


After getting out of the cab:

Creates New Expense

Report

Jul 1, 2010 Jul 30, 2010

Adds Taxi Expense

Jul 29, 2010


During meeting with client and once it’s over:

Checks order status and

enters new order

Cost Center Position Off


After client meeting and that night:

Adds another taxi

expense

Jul 29, 2010

Adds client entertainment

expense

Jul 29, 2010


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


At Hotel room:

Log offChecks Email,

Tasks, Calendar


Next day before client meeting:

Log In Clock On Enter Cost

Center

Select Position Select CCP


After meetings the next day:

Cost Center Position Off Checks flight status


After meetings the next day:

Checks in for the

United flight

Checks Email,

Tasks, Calendar


At the airport while waiting for the flight:

Confirms Order

Status

Searches Company

Directory



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



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



Completes Expense

ReportsUploads Expense

Report



Reviews Reports

Awaiting Approval

Approves a Report



Rejects a Report Approves an

Expense Report

7/5/2010 7/5/2010



Select Schedule Review Schedule



Absence Request Select Absence



Log offAbsence Approval



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

[email protected]

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

durso - going mobile: managing a diverse and dispersed workforce

Business

cost center position

based mobile field

mobile workforce statistics

mobile workers

mobile workforce

mobile worker

work environments

increase productivity