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?

20

How to become a builder

Continuous Improvement

Complexity Leadership

21

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

26

We want to Build Leaders

At West Corporation

27

we connect. we deliver.

Thank You