Chris MerrimanDirector of Client Experience and Quality

Unisys Ltd

Building a Sustainable Innovation Culture

In Globally Dispersed Teams in Unisys

Introduction • This is a story in the making• It tells of a company transforming itself to unleash the creative power of

its people to focus on client success• Because our success depends on the success of our clients

“The beginning is the chiefest part of any work”

Plato

Unisys at a Glance

Unisys is a global leader in designing, delivering and managing mission critical IT hardware, software and services. Market-leading organizations choose Unisys to solve their critical IT challenges and transform their businesses.

Clients rely on Unisys to provide high-end servers with unmatched security and reliability, increase efficiency and utilization of their data centers, modernize their applications, protect their assets and information, and achieve effective IT globalization. We have domain expertise in and proven solutions for the financial services, public sector, transportation, communications, life sciences and retail.

Background• In the IT services industry, meeting operational requirements and commitments is no longer enough to build client loyalty and growth• Clients are increasingly demanding continuous improvement and innovation as an expected part of the service received• An independent global C-Sat assessment conducted in 2013 highlighted proactivity and

innovation as key areas of focus and opportunity for Unisys in order to improve client satisfaction and our Net Promoter Score

• Unisys has great tools, capabilities and technologies, the challenge was to:– apply these consistently to deliver enhanced client business value– achieve this across globally dispersed and diverse functions and teams

Client Experience Management Model Our Passion for Client Success

Tight alignment in the way we collaborate with our clients and the way we deliver solutions and

services drives our ability to improve their satisfaction and loyalty.

Applied Innovation ProgramA Key Element of the Client Experience Management Model

CEMM as a vehicle for change• The Client Experience Management Model describes the systemic way in which

Unisys now interacts with our clients, creating more value and differentiating ourselves through Applied Innovation

• Tools and processes are essential but not adequate: sustainable success is requiring a cultural transformation in Unisys

– Company-wide – Engaging and aligning all employees behind a common mission and approach

• Culture is influenced by principles, values, systems, tools and leadership behaviors– Through careful alignment we’re creating the culture needed for success

Unlocking the potential of 22,500 employees focused on client success

Monitor and nurture

High Level Approach to AlignmentDraft Values

Validate and align Values to

Mission

Identify ideal behaviors

Socialize/share and get feedback

Embed in policies, systems and

processes

We are here

• Via exec-sponsored core team with x-BU and x-functional leadership

What do we mean by adopting the right behaviors?

• What we habitually do, and how we do it• Company-wide, not just client facing leaders

and teams• Short-term and long-term• Aligned to our mission, values, policies and

systems• Recognizes the distinct roles of leaders,

managers and associates• Energizes and empowers us to higher

performance

•Vision, purpose, direction

•Principles and philosophy

•Setting the right priorities

Leadership•Systems

, schedules, programs

•Policies and procedures

•Putting the right things first, execution

Management

•Producers, prime value-adders

•Problem-solvers

Associates

Why Focus on Core Values• Values set the cultural context for the organization• Values help reinforce our purpose and mission…what do we stand for?• Defining values is an ‘inside-out’ process: it starts with the individual• Values are discovered not created: you can’t install new values• Unlike strategy, tactics and programs, values are permanent• Values should be few in number to provide focus• Values are subjective: therefore they need to be anchored in the correct guiding

principles• It’s about what we do, not what we say• The process of alignment is more important than crafting perfect statements

Unisys Core Values

We are trusted and reliable, deliver on our commitments, and communicate openly and directly. We always act ethically and are socially responsible. Our clients can count on us to do what is right.

We are committed to our clients’ critical business performance and success, and we work with them to identify clear goals and use the entire resources of our ecosystem to achieve these.

Focus on Clients Integrity

Our Values

• Developed by the core team• Socialized internally across all

levels, functions and initiatives• Validated with top 50 client

executives based on client feedback

• Now being connected to our vision and mission

Unisys Core Values (2/2)

We value teamwork, share openly, seek win/win interactions, and act in partnership with our clients. We embrace the diversity of our people because different perspectives and ideas allow for the most inventive solutions to be created and executed.

We respect all people as individuals and value their contributions. We strive to develop each person’s talent, encourage their creativity, empower their actions, and inspire them to achieve their full potential. Our leaders support our workforce, and recognize and promote excellence.

Collaboration Respect for all Individuals

Driven by our passion for client success, we act with a sense of urgency. We take initiative, responsibility and ownership. We are curious to learn and to discover better ways to meet our clients’ goals.

Proactivity

Managing Change in a Virtual OrganizationEngaging People through Social Media

Communities and webinars

Continuous visibility, feedback and interaction

Blogs, posts and on-line interactions

Unisys Applied Innovation Community

• Best practices• Success stories• Webinars• Artifacts• Knowledge sharing• Blogs• Questions answered• SME’s located• Etc…

Applied Innovation examples:IT Concierge services for a Global Consumer Goods leader

No more calls – Immediate, friendlywalk-up assistance service

for all hardware issuesPeople computing focus!

Unleashing self-service for the IT ecosystem for a Fortune 500 Biotechnology firm

Improved metrics and adoption rates, and awareness campaigns

leading to ticket reductions

Increasing Voice of Customer through mobile survey with a large Bank

Real-time access to evaluate customer service

via user-friendly mobile app

Embedding into Policies and Systems• Aligning systems and policies is key, e.g.

– Performance objectives– Performance management– Pay for Performance– Education Reimbursement– Selection/promotion Policy– International Assignments– Employee Development– Hiring/staffing and on-boarding– Reward and recognition– Communications and announcements, e.g. HR and Exec communications

• Alignment with, and adoption by, all other key initiatives and change programmes is also imperative

Success Metrics

Summary• We’ve started the journey!• Have engaged all levels, regions and functions with a positive response• Social media provides new ways to communicate, share and energize• Early signs of success, but much more to do

“To be an innovative company, you have to ask for innovation. You

assemble a group of talented people who are eager to do new things

and put them in an environment where innovation is expected.

It’s that simple, and that hard.”

Paul Cook

Creating Business Value – the Unisys way

Thank-you!