Csc case study_j_boye11_final
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The document outlines CSC's strategy for building a successful social business through its collaboration platform, C3. It emphasizes the importance of connecting, communicating, and collaborating across a global network to enhance operational efficiency and drive innovation. Key practices for adoption are highlighted, including executive engagement, quick deployment, and user participation to ensure widespread use and integration into the organization.
Csc case study_j_boye11_final
- 1. CSC C3 : CONNECT. COMMUNICATE. COLLABORATE. Beyond the Field of Dreams: Building a Successful Social Business Strategy Claire Flanagan CSC Director, KM Social Business/Communities © 2011 Computer Sciences Corporation 5/6/11 12:04 1
- 2. SOCIALIZE MY INTRANET? © 2011 Computer Sciences Corporation 5/6/11 CSC Case Study 2
- 3. CSC: 50+ Years of Client Service Excellence A TRUE GLOBAL 2,500 world-class customers — 90 countries — 94,000 employees DELIVERY MODEL FORTUNE 150, “MOST ADMIRED COMPANY" CSC Locations Other Client Engagements MISSION-CRITICAL DELIVERY EXCELLENCE SIX INDUSTRY VERTICALS $16.2 B BUSINESS SOLUTIONS & SERVICES © 2011 Computer Sciences Corporation 5/6/11 CSC Case Study 3
- 4. We Speak Our Customers’ Languages, Addressing Them Through Our Six Industry Verticals, Supported by Our Global Delivery Network Public Financial Manufacturing Technology Healthcare Chemical, Sector Services and Consumer Energy & Natural Resources © 2011 Computer Sciences Corporation 5/6/11 CSC Case Study 4
- 5. Enterprise 2.0: It’s No Field of Dreams © 2011 Computer Sciences Corporation 5/6/11 CSC Case Study 5
- 6. CSC C3: Connect. Communicate. Collaborate. CSC’s Collaboration Journey Integrate Extend Evolve Early Intranet C3 — Social Full Global and Distributed CSC Wiki Collaboration Portal Portals Platform This is one step of many — it’s part of the journey © 2011 Computer Sciences Corporation 5/6/11 CSC Case Study 6
- 7. WHERE ARE YOU ON JOURNEY? © 2011 Computer Sciences Corporation 5/6/11 CSC Case Study 7
- 8. Business Problem Locating experts and assets New hire onboard Intellectual property loss through attrition, use of consumer tools Silo tools barrier to innovation Thought leadership Connect people to people, content, and communities © 2011 Computer Sciences Corporation 5/6/11 CSC Case Study 8
- 9. Build the Business Case Review Review Review Review Decide Be Credible Define Goals Evaluate Do Establish ROI, TCO Recommend Pilot ProducNon Homework Sponsorship Audit Socialize — Analyze — Audits — Revise Integrate © 2011 Computer Sciences Corporation 5/6/11 CSC Case Study 9
- 10. CSC C3: Connect. Communicate. Collaborate. C3: Connect. Communicate. Collaborate. Award-winning, enterprise-class, global social collaboration in which employees: • Connect: Time zones and distance will no longer be barriers Internal Evangelist of the Year Award • Communicate: Share their work, share their thoughts November 2009 • Collaborate: Get work done with others Community Adoption Award October 2009 Jive Champion Award September 2010 Finalist 2010 © 2011 Computer Sciences Corporation 5/6/11 CSC Case Study 10
- 11. CSC C3: Connect. Communicate. Collaborate. C3 Adoption Best Practices Secret Weapons to Going Viral, Global Asia Pacific EMEA North America India Latin America © 2011 Computer Sciences Corporation 5/6/11 CSC Case Study 11
- 12. CSC C3: Connect. Communicate. Collaborate. C3 Provides Business Value Collapsing time and distance barriers to leverage global expertise Reducing cycle time for proposal development to increase revenue, reduce customer acquisition costs Greater ease in locating and engaging internal experts Improved new employee onboarding Collaborating more broadly to drive process efficiencies © 2011 Computer Sciences Corporation 5/6/11 CSC Case Study 12
- 13. CSC C3: Connect. Communicate. Collaborate. C3 Wins Hearts and Minds Activity Becomes Part of Everyday Work 500,000 “Proud to be CSC” * Consolidate “I went from being a skeptic to a convert. It just 250,000 makes you want to get involved!” * Pilot End “C3 is just what we need to start leveraging the power of the wider organization.” 0 May '09 Oct '10 Participation “C3 will transform CSC … allows us to overcome silos.” “C3 is the de facto standard for how we collaborate. Contributors It's the language of the company.” 35% Lem Lasher, President, CSC GBS Consumers “It is a key tool to achieve the ‘One CSC’ vision.” 65% Leif Ulstrup, President, CSC FCP © 2011 Computer Sciences Corporation 5/6/11 CSC Case Study 13
- 14. Plan For Adoption You can’t plan to go viral. You can’t go viral if you don’t plan well. © 2011 Computer Sciences Corporation 5/6/11 CSC Case Study 14
- 15. Plan For Adoption Best Practices Don’t Do Executives Taxonomy Politics/Culture Fit with Other Tools Deployment Staffing Content Conversation Speed to Users You can’t plan to go viral. You can’t go viral if you don’t plan well. © 2011 Computer Sciences Corporation 5/6/11 CSC Case Study 15
- 16. Plan For Adoption Best Practices Don’t Do Executives Overlook Find executives to “walk the talk” Taxonomy Reflect organization chart Allow patterns to emerge Politics/Culture Ignore Listen, learn, adapt Fit with Other Tools Fail to provide guidance “What do I use when?” Deployment “If you build it, they will come” Plan for adoption Staffing Discount Locate advocates, community manager Content Launch a blank slate Seed use cases, groundswell Conversation Think just work, no play Provide “watercooler” Speed to Users Hold for perfection Pilot. Frequent releases You can’t plan to go viral. You can’t go viral if you don’t plan well. © 2011 Computer Sciences Corporation 5/6/11 CSC Case Study 16
- 17. Plan For Adoption Secure Top Down Support Executives as Advocates Executive Blogger Leadership Messages Sponsor Program Assign Advocate © 2011 Computer Sciences Corporation 5/6/11 CSC Case Study 17
- 18. Plan For Adoption Build Groundswell Locate & Enable Fans (Advocates) Planning Partners Story Tellers Inspirational Engage Local Executives, Teams Peer Support, Answers © 2011 Computer Sciences Corporation 5/6/11 CSC Case Study 18
- 19. Plan For Adoption Build Examples for Work Seed Use Cases Where Have We Done This? Product, Solution Innovation Peer Support Career Development New Business Development © 2011 Computer Sciences Corporation 5/6/11 CSC Case Study 19
- 20. Plan For Adoption Build Examples for Work Seed Use Cases © 2011 Computer Sciences Corporation 5/6/11 CSC Case Study 20
- 21. Plan For Adoption Watercooler “ “ People work better together when they know each other on a personal level. h"p://knowledge.wpcarey.asu.edu/ar5cle.cfm?ar5cleid=1653 © 2011 Computer Sciences Corporation 5/6/11 CSC Case Study 21
- 22. “ By 2014, social networking services will replace e-mail as the primary vehicle for interpersonal “ communications for 20 percent of business users. Gartner Predicts 2010 “Social Software Is an Enterprise Reality”, December 2009 http://bit.ly/gIthoV © 2011 Computer Sciences Corporation 5/6/11 CSC Case Study 22
- 23. CSC Communities CSC Communities Innovation Through a Well-Crafted Ecosystem 3 C CSC © 2011 Computer Sciences Corporation 5/6/11 CSC Case Study 23
- 24. CSC Communities #e2conf-18 CSC Communities Overview CSC Communities Innovation Through a Well-Crafted Ecosystem Public: Meaningful Use 1 Cty Mgr + 19 SME s • Summer 2010: Healthcare Prospects + Customers • Single source of truth US Government (EHRs) • Anonymous + Registered use Exclusive Access: WikonnecT 1 Cty Mgr • Fall 2008: Financial Services Customers • Co-development, registered access Employee: C3 1 Cty Mgr + 150+ Lifeguards • May 2009: Employees (Internal) • ROI: Proven to enable wins, service delivery. • Consolidation savings Alumni: InTouch 1 Cty Mgr • July 2010: Alumni + Employees • Networking, sharing ideas, best practices • Powerful referral, talent pool with exclusive alumni benefit © 2011 Computer Sciences Corporation 5/6/11 CSC Case Study 24
- 25. CSC Communities: Lessons Learned If You Plan Well, They Will Come! 1. Be Credible • Do your homework • Know the industry, your company, your culture • Map project to company strategy 2. Engage Sponsors • Talk executive • Build partnerships with stakeholders • Locate sponsors to “walk the talk” 3. Move Quickly • Speed to users (pilot, frequent releases) 4. Plan for Adoption • Select the right tool, plan for scale and make the best first impression • Locate advocates to go wide, global • Think top down, bottom up, sideways • Seed use cases; don’t forget the Watercooler • Allow collaboration patterns to emerge; self-service 5. Be Ready to Adapt © 2011 Computer Sciences Corporation 5/6/11 CSC Case Study 25
- 26. THANK YOU Claire Flanagan Director, KM and Enterprise Social Business, Communi5es Strategy CSC Office of Innova5on Linked In: h"p://www.linkedin.com/in/cflanagan Twi"er: cflanagan © 2011 Computer Sciences Corporation 5/6/11 CSC Case Study 26