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Teleworking Program Date: June 21, 2012

Teleworking Program Date: June 21, 2012. AGENDA Background Level of management support Program specifics Results/Benefits Technology Lessons learned. Background. Pilot program in 2004 with 8 associates at the Customer Care organization

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Teleworking Program Date: June 21, 2012

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  1. Teleworking Program Date: June 21, 2012

  2. AGENDA • Background • Level of management support • Program specifics • Results/Benefits • Technology • Lessons learned

  3. Background • Pilot program in 2004 with 8 associates at the Customer Care organization • In 2004, started defining HR policies, training strategy, procedures and roadmap • Initiated formal program in 2005 where 100 associates were deployed • Today, we have 450 mostly full time associates teleworking from home – 70% of our workforce at the Sanctuary campus • Every year we deploy a set number of associates • Our associates provide support to our customers and clients on our brands, equipment and services 3

  4. Level of management support • Our leadership has supported the program since inception • Achieved support by demonstrating: • Trend in the industry • Benefits • Cost savings • Business continuity plan • Improvement in moral • Increase talent pool 4

  5. Program specifics • Deploy a set number of associates every year based on business needs • A project manager is assigned to expand and maintain current program • Team of different functional groups (HR, IT, Business) • Provide all equipment necessary to telework • Associates responsible for high-speed internet • Associates go through a one day training • Go over the policy • A current teleworker speaks about their experience • Train associates on how to use the softphone application (VOIP) • Managers manage associates as they were in the office • Yearly evaluate program and make appropriate adjustments 5

  6. Results/Benefits • Teleworkers productivity generally meet or exceedresident workers productivity • Morale has increased among our teleworkers • Associates have been able to save money on clothing, meals, transportation, and taxes • Associates enjoy their work environment and lifestyle flexibility • Associates biggest benefits – avoid Atlanta traffic • Company saves money in real state cost – No longer need to large facility. (Currently 70% of our workforce telework mostly full-time) • Teleworking has allows us to take advantage of a part-time and remote workforce. • Environment - Our teleworkers collectively eliminate more than 655,000 vehicle miles of travel, keeping more than 330 tons of pollution out of the air we breathe each year 6

  7. Technology • We use Avaya softphone technology for our VOIP solution • We provide the following equipments/applications • Laptop, keyboard, mouse, headset • Application suites like Outlook, Word, Excel, PowerPoint and others • Instant Message solution (Microsoft Communicator) • Install specific applications for users to support their business units • Activate VPN to securely access our network remotely • Softphone application • User required to provide high speed internet (highest speed highly recom.) 7

  8. Lessons learned • 1st achieve commitment from upper management • Benchmark against other companies – learn from others • Develop teleworking policy (teleworking guidelines) • Determine your training strategy • Determine your selection process – tenure, performance base, reward or way to do business • Desktop does not work for teleworkers; teleworkers must have laptops • Program requires a project manager (go to person) • Assemble a teleworking team (business, IT, HR and others) • Fund program every year to sustain and expand program 8

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