Carlo Bussen, NALCO: Although NALCO has advanced manufacturing, distribution and EDI processes and systems, it is more traditional in the use of collaboration systems, the main tools being email and telephone. The leadership team has a shared objective to create a more customer driven culture at NALCO. It is recognised that collaboration between the different sites and departments will improve our service to the customer tremendously.
Regardless of what collaboration solution we decide on, it needs to be easy to operate by the users and easy to roll out and support by IS.
The Customer Driven project sits with the IS team as we are seen to be neutral and we have already proved that we can work collaboratively across the business. This does create a challenge as any project run by the IS department is automatically perceived as a technical project, whereas collaboration is about people and culture first and technology second.
The investigation into technology-based collaboration processes and tools is made a little more complex as we are also in the process of de-cluttering our applications by consolidating onto one application, where possible. However, regardless of what collaboration solution we decide on, it needs to be easy to operate by the users and easy to roll out and support by IS.
Richard Horton, Fidelity Life: We have taken some early steps in collaboration, introducing IP telephony into our systems. We are heading towards video and other more collaborative styles of communication.
We are heading towards video and other more collaborative styles of communication.Chris Robb, ANZ Bank: We are a super-regional bank. In New Zealand, we have got about 8,000 staff. But when you look broadly and you expand that across 38 countries around the globe, the challenges of collaboration are quite significant whether it be a project or any sort of governance meeting or business meeting. You're talking different time zones, different challenges with accents and languages, and on different levels of standardisation.From a technology point of view, we've probably got quite one or two of everything, around the globe somewhere. But we are looking at standardising in key areas. For example, we have a contact centre program on at the moment, and standardising a number of technologies so we can actually service customers from Melbourne, Wellington and Manila.
Collaboration is absolutely core to everything we do. Collaboration for us is pretty much BAU (business as usual). We have video conferences on every floor in pretty much every building. And it's pretty much all around the world. So video is quite a well-established way of collaborating.
On the point about three different layers of collaboration whether it be staff, customers or partners, I will also put another nuance -- it depends on what is your goal.
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