Presentation about the Secretaries WorX Business Case at Saxion University for Applied Sciences, given at Social Connections V in Zürich june 28th 2013. WorX is the adoption program of the new way of working at Saxion, and Secretary WorX is the co-creation program for secretaries and PA's. Secretaries took a journey to make Connect (IBM Connections) work for their new way of working.

1. Kom verder. Saxion.
Secretary
Social business adoption
Sasja Beerendonk (e-office)
Nienke Peek (Saxion)
Zurich, june 28th 2013
for secretaries

2. Kom verder. Saxion.
Introducing
Programme manager WorX at Saxion
Communications specialist 1978 Understanding
peoples motives & behaviour pioneer
creative Saxion, Getronics, Ministery of
Internal Affairs BE the change to want to see
Machu Pichu Utrecht different cultures & food
Less is MORE
User Adoption consultant for Saxion
e-office 1970 history teacher
collaboration consultant
Rotterdam social IBM cooking
adoption cats-and-dogs travel
sci-fi spinach analytics

3. Kom verder. Saxion.
About e-office
• e-office, founded in 1991
• We are IBM Premier Partner
• We employ about 100 specialists, located in Houten
• We propagate a good balance between people,
organization and technology to fit the way of working in
this century: work21
– We implement the latest IBM and mobile technologies
– We guide the organizational and behavioral changes necessary to
improve work processes (user-adoption)
– We advise organizations on how they can use technology to improve
collaboration and to work more efficiently, regardless of time or
place

4. Kom verder. Saxion.
About Saxion
• Saxion University of Applied Sciences
‘durft, kiest & doet’
• one of the largest institutions of higher education in the
Netherlands
• 2,400 employees
• Over 25,000 students (and growing) with a total of 55
different nationalities
• 4 Locations: Enschede, Deventer, Apeldoorn, Hengelo
• 293 studies/schools
• Proposition: Living technology

5. Kom verder. Saxion.
Agenda
1. Context: why this program?
2. Preparation is everything!
3. The program –
keys to success: interactivity & fun
4. Measurement results
5. Embedding in the organization

6. Kom verder. Saxion.
an introduction
• Saxion’s vision of the new way of working (nwow)
• Creating a professional work climate in which we use state
of the art IT tools that will make work more effective and
efficiënt
• Increasing the flexibility of the organizations and the staff
• Work concepts that contribute to employee satisfaction
• Not about the tools, about starting the move to ‘the way we
work new’ that matches our ambitions, making use of new
technology. Technology is necessary to make the
move possible: “Living Technology”
1.

7. Kom verder. Saxion.
objectives
• Enhance employees’ personal efficieny by optimally
using available technology.
• Enhance collaboration and co-creation
• Transparant and efficient, securing and continuity
• Enhance employee welfare, engagement and work
pleasure
• Being an attractive, modern employer; contribute to
‘Living Technology’
• Decrease perceived work-pressure
1.

8. Kom verder. Saxion.
Secretary
WorX
01-10-2012 tot
01-06-2013
Mobile
Devices
01-10-2012 tot
01-08-2013
Business as
Usual week
01-10-2012 tot
30-04-2013
WorX
Leadership
01-05-2013
tot
31-12-2014
Teachers
WorX
01-10-2013
tot
01-05-2014
Buddy
Systeem
01-09-2013
tot
01-04-2014
Line
Adoption
01-05-2013
tot
31-12-2014
Qualitative
• Enhance personal effectivity of employees by using available
technology optimally
• Enhance collaboration
• Transparant and efficient, embed and cntinuity
• Enhance employee well-being, engagement and work pleasure
• Be an attractive employer, contribute Living Technology
• Lower perceived d work pressure
Mission summary
• Enhance co-creation internally and in partnership with organizations
• Personal leadership
• Profiling in the domain High Tech Systems & Materials
• Offer inspiring learn- and work environment / attractive employer
• Enhancing well-being employees
• Enhancing available knowledge within Saxion and in partnership with organizations
• A well-oiled organization with clear business processes is necessary
Quantitative
• Smart, more with less, quality education
• Less travel time and cost per location
• Lower perceived work pressure by
decreasing time spent on meetings with
20%
• Less email (40% less)
> Implication: Investment in time and focus
requires a different way of working (Courage
and intelligence required!)
Qualitative
• Enhance pro activity MA’s
• Shift the foundational attitude of MA’s to
unburdening
• Enhance availability and accessability of
Academies or Services
Saxiongoals
WorXgoals
Traveling
circus
01-01-2014
tot
01-08-2014
Research
WorX
01-02-2013
tot
15-07-2013
Digital Learning and
Work Environment
01-08-2013
Tot
31-12-2014
Secretary
WorX 2
01-09-2013
tot
01-03-2014
Kudos
Unified
Communications
Quantitative
• Allow for substituteability
• Lower time spent on calendar
delegation, meetings and reports with
20%, so the time can be spent on pro
activity and unburdening
1.

9. Kom verder. Saxion.
in a nutshell…
1.
http://youtu.be/QocHYwTqDdg

10. Kom verder. Saxion.
Do you think secretaries (PA's) would be a good
group to do a social business adoption program?
• Yes
• No
• Maybe
Go to www.vot.rs
and enter 88 29 15
to vote

11. Kom verder. Saxion.
You can still vote!
www.vot.rs
and enter 88 29 15
to vote

12. Kom verder. Saxion.
Why Secretaries?
1.

13. Kom verder. Saxion.
qualitative
• Management’s perception of
proactivity
• Enhance the perception of
unburdening by management
quantitative
• Functional substitutability
• Time reduction calendar management
• Time reduction deliberation (meetings)
• Time reduction reports
KPI’sOperationalmodel
Pleasure
• Increase
fun in
work
Personal efficiency
• Availability
• Times fetching knowledge
(pull)
• Times bringing knowledge
(push)
Process efficiency
• Predicatble
meeting process
Time reduction
• Hours saved per week
Proactivity
• Times proactive acts per week
Unburdened manager
• Perception of being unburdened
1.

14. Kom verder. Saxion.
Goals Secretary WorX
• Get to know each other better
• Collaborate more intensively
• Share knowledge
• Professional development
• Substitutability
• Work smarter and more
efficient
• More uniform work processes
1.
human
organizationtechnology
housing

15. Kom verder. Saxion.
Program specification
• In-depth interviews
• 3 workgroups
– Persona ‘Secretary in 2020’
– Learning days
– Professional work scenarios
• Kick off
• 3 Learning days
• Embedding in the organization
2.

16. Kom verder. Saxion.
Interviews
Purpose of interviews:
• Get a good look at secretaries current work activities & time
spent
• Develop a Secretary Persona and Work Scenarios
Outcome:
“Often we re-invent the wheel" “There sometimes are too
many and too long meetings” "We often are so busy"
"there is a lot of freedom to do the job role, that’s what makes it
unclear“ "I often have plans to make things better, but then rarely
come around to do it" “What does the Board and
management want?"
2.

17. Kom verder. Saxion.
Organisatie
Impression workgroups
2.

18. Kom verder. Saxion.
Workgroup
persona Secretary in 2020
The birth of fictional secretary Alexandra Otterlo
with all her exellent qualities that secretaries
should want …
2.

19. Kom verder. Saxion.
Alexandra Otterlo
Alexandra.Otterloo@saxion.nl Alexandra
Otterlo
secretaresse
ontgaderen
time management
kennisbank
app party
GTD
go digitaal
zero e-mail
x
x
x
x
x
x
x
x
Als secretaresse ondersteun ik de sector Beweging en Vitaliteit.
Van 10.00 – 13.00 uur is ons bureau open voor alle vragen en
persoonlijke afstemming. Daarna vind je me meestal op de 6e verdieping,
maar als je me nodig hebt kun je me het beste online vinden.
In mijn werk laat ik alles digitaal. Zo is het altijd beschikbaar op laptop of
tablet. Met het mailen van bestanden ben ik maar gestopt. Dat leverde
meer werk op dan dat het mijn directeur ontzorgde. Ik ben een groot
voorstander van onze nieuwe werkwijze. Iedereen blij.
Ik werk samen met Jennifer, als je een vraag hebt kun je zien of een van
ons online is. We geven altijd antwoord, want we werken op dezelfde
manier en in dezelfde systemen.
2.

20. Kom verder. Saxion.
Workgroup work scenarios
3 work scenarios:
• Availability and accessibility
• Meeting smarter
• Professional development
behaviour
work arrangements
control
technology
space
2.

21. Kom verder. Saxion.
Workgroup learning days
2.

22. Kom verder. Saxion.
Kickoff
3.

23. Kom verder. Saxion.
Executive support is a must!
3.
http://vimeo.com/64256565

24. Kom verder. Saxion.
Saxion spiders
3.

25. Kom verder. Saxion.
spiders@Saxion Community
3.

26. Kom verder. Saxion.
How did we bring
interactivity and fun into
the program?
3.

27. Kom verder. Saxion.
Photo shoot
‘Profiling yourself’
.3.

28. Kom verder. Saxion.
‘Kudos: ‘ladder points’
3.

29. Kom verder. Saxion.
‘Crossing the line’
3.
3.
.

30. Kom verder. Saxion.
Meetings
3.

31. Kom verder. Saxion.
Polls
3.

32. Kom verder. Saxion.
Per group:
tell about your actions, inspiration and your continuous
organisation form
Everybody:
Do we believe this group will succeed?
Are we going to do this as well?
Healthy polls
3.

33. Kom verder. Saxion.
Traffic light
I’m going to stop this
I’m going to continue this
I’m going to start this
3.

34. Kom verder. Saxion.
Karaoke Dolly Parton’s
Working 9 till 5
Became:
Working when we like!
3.

35. Kom verder. Saxion.
Measurement results
• O measure
• 1 measure
• 2 measure
1. how would you rate your job satisfaction at the
moment?
2. how do you see your personal effectiveness?
3. To what extent do you ‘get’ or ‘bring’
knowledge to your fellow secretaries?
4. how do you value the current meeting process?
5. my perception of my time constraints is as
follows ....
6. I use my tablet at the moment!
7. By using skills I can save … time each week.
8. when it comes to pro-activity towards my
supervisor or customer group, I see myself
now:
4.

36. Kom verder. Saxion.
Pleasure from work
0%
50%
100%
hardly a little good top
0 measure
Pleasure from work Pleasure from Team
Pleasure from Saxion
0%
50%
100%
decreased the same increased
1 measure
Pleasure from work Pleasure from Team
Pleasure from Saxion
0%
50%
100%
decreased the same increased
2 measure
Pleasure from work Pleasure from Team
Pleasure from Saxion
4.

37. Kom verder. Saxion.
Personal effectivity
0,00% 5,56%
61,11%
33,33%
0 measure
below measure limited average fine
0,00%
77,27%
22,73%
1 measure
decreased the same increased
0,00%
85,71%
14,29%
2 measure
decreased the same increased
0,00% 50,00% 100,00% 150,00% 200,00%
decreased
the same
increased
change
1 measure 2 measure
5.

38. Kom verder. Saxion.
Take or bring knowledge
0
0,2
0,4
0,6
0,8
0 measure
I 'get' knowledge I 'bring' knowledge
0%
50%
100%
minder hetzelfde meer
1 measure
I 'get' knowledge I 'bring' knowledge
0%
50%
100%
less the same more
2 measure
I 'get' knowledge I 'bring' knowledge
0%
31,82%
68,18%
0%
50,00% 50,00%
0%
20%
40%
60%
80%
less the same more
I ‘get’ knowledge
1 measure 2 measure
0%
45,45%
54,55%
0%
67,87%
32,14%
0%
20%
40%
60%
80%
less the same more
I ‘bring’ knowledge
1 measure 2 measure
5.

39. Kom verder. Saxion.
when it comes to pro-activity towards my
supervisor or customer group, I see myself now:
5,56%
19,44%
63,69%
11,11%
13,64%
27,27%
36,36%
22,73%
10,71%
21,43%
50,00%
17,86%
0,00%
10,00%
20,00%
30,00%
40,00%
50,00%
60,00%
70,00%
be lived by the issues of
the day
some forethought quite a bit proactive I've got it before it happens
to me
pro-activity
0 measure 1 measure 2 measure
4.

40. Kom verder. Saxion.
Embedding in the organization
• Just 3 learning days doesn’t cut it ...
• Focus on attention and time afterwards to
implement WorX succesfully
• Little steps and just do it!
• Parade: presentations to management
• The best secretaries will become a buddy!
5.

41. Kom verder. Saxion.
The triangle
yourself
The organisation advisorThe manager / director
5.

42. Kom verder. Saxion.
Secretaries are great to get social business
adoption spread in my organization
• I agree
• I don’t agree
• I’m still not sure
Go to www.vot.rs
and enter 40 60 41
to vote

43. Kom verder. Saxion.
Inspired to get started
in your organization?
• Yes
• No
• Not now, maybe another time
Go to www.vot.rs
and enter 91 21 86
to vote

44. Kom verder. Saxion.
Thank you