Post on 16-Apr-2017
we connect. we deliver.
Who is West?
4BTexts, voice alerts,
emails and notifications
64BVoice minutes
annually
159MConference calls
annually
290M911 calls per year
• Market-leaderwith
nearly30yearsof
experience,
drivingcloud-based
communication
solutionsfora
connectedcustomer
experience
West Services and Solutions
Revenue Generation Health Advocate Cost Management
Conferencing Messaging & Presence Tools Voice & Networking Digital Media Services
IVR & Self-Service Proactive Notifications & Mobility Cloud Contact Center Professional Services
Wireline Mobility Government Solutions
Toll-Free Services Direct Inward Dialing Termination Services
S A F E T Y S E R V I C E S
U N I F I E D C O M M U N I C A T I O N S S E R V I C E S
I N T E R A C T I V E S E R V I C E S
S P E C I A L I Z E D A G E N T S E R V I C E S
T E L E C O M S E R V I C E S
3
Dr. Gautham PallapaWest Corporation
Be A Builder, Not A Hero
5
We all love heroes
6
Exciting Life?
7
Heroes are reactive
Adrenaline junkies
All heroes save the day…
after 2 and half hours
Hackers live on a staple diet of twinkies, hot pockets, or Arby’s!
The Harsh Reality
8
So much destruction!
9
Not sustainable
Not scalable (think war rooms)
Increases technical debt
Hero mentality at work is bad!
It’s not fun being a hero
10
Shift from a
Heromentality
11
Shift to a
Buildermentality
12
• Knowledge – Technologies, Methodologies, Skills
• Reputation – Innovation in Applications, Products, Processes
• Influence – Relationships
• Respect – Professionalism, Habits
Building what?
13
Culture
14
Building a Culture
Culture – Group of people with a common set of values or beliefs (Society)
Success of the human race
- Not because we are strongest or even the smartest
- Ability to build cultures or communities
15
Success of the human race
- Not because we are strongest or even the smartest
- Ability to build cultures or communities
Building a Culture
Corporation – Group of people with a common set of values or beliefs (Society)
Fix & Restore
Market Leadership
Org Health
Offer Clarity
Defining Objectives
EfficiencyClientHealth
oPeopleoProcessoTechnology
Becoming a Culture of Builders
17
My Primary Beliefs
Happy People are Productive People
Strategic Disruption leads to Progress
18
Your Beliefs
19
So…
How to become a Builder?
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How to become a builder
Continuous Improvement
Complexity Leadership
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Continuous Improvement
Build
MeasureLearn
Initiate, Plan, Design
Success Metrics, KPIsFail fast, Fail oftenAdjust and Pivot
22
Complexity Leadership
23
Move from a Command and Control Structure…
24
… to a Complexity Leadership structure
Trust
25
… to a Complexity Leadership structure
Leaders
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We want to Build Leaders
At West Corporation
27
we connect. we deliver.
Thank You