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Ian McNairn Program Director Innovation & Social Collaboration
Office of the IBM CIO
© 2012 IBM Corporation@mcnairn [email protected] #innov12ism
Harnessing Innovation through social tools to generate business benefit A
NTW
ERP
© 2011 IBM Corporation
How?
What?
Why?
Where ?
Which?
Why does being a social business
empower innovation ?
© 2012 IBM Corporation
5
How Do Most People Work Today?
6
What Do We Want?
© 2012 IBM Corporation
People are empowered like never before
© 2012 IBM Corporation
Bringing social tools into the enterprise
• 155 million tweets sent via Twitter each day
• More than 7 billion pieces of content shared each week on Facebook
Find and share information instantly
Rise of social networking and mobile devices
• Social networking accounts for 22% of all online time
• Smartphone and tablet shipments now outpace PCs
• 37% of US IT workers are using technology they master first at home, then bring to work
• 64% of GenY download unauthorized applications at least once a week to get their job done
Source: Forrester: Forrsights Workforce Survey 2011
Source: Facebook, 2011Source: Nielsenwire, 6/1/2010, Morgan Stanley
People are empowered like never before
© 2012 IBM Corporation
IBM Social Transformation
IBM has a workforce of over 500,000 of whom 40% do not have an IBM office
IBM Locations
Mobile Employees
• 425K+ employees • 100K+ contractors • 170 countries • 2,000 locations • 50% work in Growth markets • ~100 acquisitions since 2002 • 50% < 5 years experience • >50% are mobile • We are a Social Business
What does this
innovation journey entail ?
Creating an innovation conducive environment within the organisation Finding common language across silos for effective collaboration Establishing an idea generation and submission process in a different cultural context Provide training and coaching to your employees
© 2012 IBM Corporation
Creating an innovation conducive environment within
the organisation
© 2010 IBM Corporation
There are many roads … all leading to Rome
Set mission / vision / remit
© 2011 IBM Corporation
Set mission / vision / remit
© 2011 IBM Corporation
Finding common language across silos for effective
collaboration
ThinkPlace evolved into Innovation hub
Ideation blogs in Connections
The JAM
TAP
500k users on Connections
Executive Challenges
© 2011 IBM Corporation
© 2012 IBM Corporation
Ideation Blog
© 2010 IBM Corporation
• Threaded discussion and idea-rating system • Equal access by all employees • Examples
• WorldJam identified 35 ideas for implementation (2001)
• ValuesJam produced 3 IBM Values (2003) • InnovationJam identified 10 ideas to be funded by
$100 million (2006)
© 2010 IBM Corporation
IBM JAMs
Brainstorming
© 2011 IBM Corporation
Catalysts
© 2011 IBM Corporation
14 responses, 8 distinct voices
All in 1 day
No email clutter
Recorded and shared with all in the company
Tapping into the stream of ideas and trends
Targeting the appropriate "following"
Adding a personal touch & immediacy
Attribution lies at the heart of the design
Establishing an idea generation and submission
process in a different cultural
context
Pharmaceutical innovation
10000 samples screened
1000 enter testing
10 human tested
1 new medicine
14 years
© 2011 IBM Corporation
© 2012 IBM Corporation
Create Refine HardenShare Refactor
Individual or small team
Hours > Days
Wider Community of Interest Weeks > Months
Catching organisation Months
Corporate IT/Services Months > Years
At any point the application might become stable or become redundant
Sunset / harden / leave
© 2010 IBM Corporation
Innovation Excellence – Amsterdam Sept 2010
An experimental space – how to recognise contribution?Results from Deploying a
Participation Incentive Mechanism within the
Enterprise Rosta Farzan - [email protected] Joan M. DiMicco, David R.Millen, Beth Brownholtz, Werner Geyer,
Casey Dugan IBM Research, 1 Rogers Street,
Cambridge, MA 02142 {joan.dimicco; david_r_millen;
beth_brownholtz; werner.geyer; cadugan} @us.ibm.com
CHI 2008, April 5-10, 2008, Florence, Italy. Copyright 2008 ACM
978-1-60558-011-1/08/04ı$5.00.
Started Sept’07
As of Jan 12, 2009 :
• 51,998+ joined
• 62,716 photos
• 18,902 hive5s
• 2,853 events
© 2012 IBM Corporation
Refine with community
Deploy
Test with Community
Idea Evaluate
Products and
Assets
Test with Clients
Ideation Blogs/Innovation Hubs/Jams TAP Outside
TDIL Bluehost WebAhead
AHE IHE
IIOSB Community Source Research HiPODs BizTech ExtremeBlue
alphaWorks aW Services Greenhouse
EDC
Prototype
Ideation
IBM’s internal innovation ecosystem
WorldJam 2001 A new collaborative medium to capture best practices on 10
urgent IBM issues
WorldJam 2004
Focused on pragmatic solutions around growth, innovation and
bringing the company’s solutions To life
ValuesJam An in-depth exploration of IBM’s Values and Beliefs by employees
InnovationJam
For the first time, IBM’s clients,
Business Partners, and our Family members joined in a new collaborative exercise
Innovation process: Jams enterprise-wide discussion, collaboration and decision-making
• Real-time threaded discussion • Open idea-rating • Equal access by all employees
Technology Adoption Program
© 2011 IBM Corporation
concepts & ideas
production
150,000+ early adopters
~ 32,000 page views/day ~ 8,000 visitors/day
Open to Early Adopters and Innovators across IBM
Over 100,000 IBMers registered
More than 150 offerings piloted
Sametime 7.5
released 9 alphas & 4 betas during development
5 months in development vs
the traditional 18-month cycle
Provide training and coaching to your
employees
Training / coaching
© 2012 IBM Corporation
© 2012 IBM Corporation
BlueIQ Resource Center (wiki)
© 2012 IBM Corporation
BlueIQ Ambassador Program BlueIQ clinics – “The Doctor Is
In” – are designed to help individuals with whatever they
need to use IBM social software. BlueIQ clinics can be run to help individuals in-person and/or on
the phone.
BlueIQ lunch & learn sessions are designed to teach individuals, teams and
communities how to use IBM social software tools. BlueIQ
lunch and learn sessions can be run in-person and/or as an e-
meeting.
BlueIQ jumpstart engagements are pro-active
"consulting" engagements with IBM software sales and
technical sales teams to help them do what they do better
using IBM social software. The engagement team identifies use cases, recommends tools and
enablement materials, and captures success stories for use
by other teams.
© 2012 IBM Corporation
Ongoing education is key
© 2012 IBM Corporation
Peer education and support
© 2012 IBM Corporation
© 2012 IBM Corporation
1.Be who you are 2.Speak in the first person 3.Use a disclaimer 4.Respect your audience 5. Add value 6.Don't pick fights 7.Be the first to respond to your own mistakes. 8.Use your best judgment. 9.Don't forget your day job.
- IBM supports open dialogue and the exchange of ideas 1. Responsible engagement in innovation and dialogue 2. To learn, to contribute (source: Adam Christensen)
‘In the social media, the IBM employee is the brand’
Social Conduct at IBM: Built on Employee Trust
Which tools are best at enhancing
the innovation process ? Finding People and managing the network
Broadcast, chat and collaboration across the pillars Email reduction, social comment and keeping up to date
Altruism or self-serving - knowledge curating and payback To do or not to do lists - that's not a question
Finding, managing and monitoring it all
© 2012 IBM Corporation
IBM Social Transformation• Depth of insight • Content • Status • Contact • Other (similar) people • Communities
© 2012 IBM Corporation
IBM Social Transformation
© 2012 IBM Corporation
Reputation and meta-data
© 2012 IBM Corporation
Find ……… Reach ……... Net …….. Ego ……..
© 2012 IBM Corporation
© 2012 IBM Corporation
IBM Social Transformation
© 2012 IBM Corporation
File sharing
© 2012 IBM Corporation
How we Social Bookmark from ANYWHERE
© 2012 IBM Corporation
So how does Social Bookmarking WORK ?
See public bookmarks Subscribe to them Be kept informed
© 2012 IBM Corporation
© 2012 IBM Corporation
Navigating by tags
© 2012 IBM Corporation
© 2011 IBM Corporation
How does IBM implement social tools, incentivise and reward usage, and
measure effectiveness ?
© 2011 IBM Corporation
IBM Connections is hard at work in IBM
June 2012 IBM has, itself, made the transition with more than 400,000 IBM employees collaborating through IBM Connections. Their leaders are
active daily users of social media to communicate more effectively and directly with all levels within the company. As a result, more
than 67,000 communities have been developed, 475,000 files shared globally have generated
more than 9 million downloads. Every day, IBM generates 35 million instant message chats.
Social Business ROI
http://www.beingpeterkim.com/2012/01/social-business-roi-examples.html
IBM developerWorks community saves $100 million annually from people who use this
resource instead of contacting IBM support. (Forrester, 2010)
© 2012 IBM Corporation
And our internet presence transforms even more rapidly
© 2012 IBM Corporation
Patents and Innovation
“It's not what work you expect Employee #123 to accomplish per
person-month of work.
Luba Cherbakov, IBM Distinguished Engineer and Director
© 2012 IBM Corporation
“It's the work you never expected would happen, that suddenly
creates new business.”
© 2010 IBM Corporation
Innovation Excellence – Amsterdam Sept 2010
BlueThx – a Case Study
• Vision • Stages it went through
– Idea – Socialisation – Teaming – Initial toe in water – Viral adoption – Feedback and improvement – Utilisation grows – Expanded horizons – Adoption by rank and file, and Head office – Validation
• Funding • Hardening • Business critical
© 2010 IBM Corporation
Innovation Excellence – Amsterdam Sept 2010
So how does BlueThx work ?Kenny wants to thank Yael for advice she gave him that helped him with a customer
Kenny says why he wants to thank her He completes a brief description and tags it with keywords
BlueThx are stored in the repository and the PRIVACY levels of both recipient and giver are checked
Parciasepe, Kennet h (Kenny) gave Yael Ravin a BlueThx for her management support in promot ing t he BlueThx inclusion in t he July 31st
release of Lot us Connect ions. [cont ent would come from t he “Describe why you are t hanking Yael Ravin:” in BlueThx]07 Jun 2010 1:00 PM More
BlueThx appears in the Lotus Connections Profile 'Board' of both the Yael and Kenny *
So that any of their contacts can see and so the BlueThx message gets virally spread
Each person has their own BlueThx page where their BlueThx given & received is visible
Received Given
BlueThx global statistics such as giving by Geo, or receiving by LoB are aggregated for viewing
* Feature still to be implemented as at
2010-06-17
© 2010 IBM Corporation
Innovation Excellence – Amsterdam Sept 2010
Harnessing Innovation through social tools to generate business benefit
• Why does being a Social Business empower innovation? • Where do social tools add value to innovation? • What does this (new) innovation journey entail?
• Creating an innovation conducive environment within the organisation
• Finding common language across silos for effective collaboration
• Establishing an idea generation and submission process in a different cultural context
• Provide training and coaching to your employees • Which tools are best at enhancing the various stages of the innovation process? • Finding People and managing the network • Broadcast, chat and collaboration across the pillars • Email reduction, social comment and keeping up to date • Altruism or self-serving - knowledge curating and payback • To do or not to do lists - that's not a question • Finding, managing and monitoring it all • How does IBM implement Social Tools, incentivise and reward usage, and measure effectiveness?
Brussels/Antwerp/Berlin/Amsterdam Sept