AI, Sustainability AI, Sustainability and the Outcomesand the Outcomes

Appreciative Inquiry Appreciative Inquiry searches for and values searches for and values the ‘elements’ within a the ‘elements’ within a community that make community that make that community that community successful.successful.

‘‘Problem solving’ next to Problem solving’ next to AIAI

Identification of the Identification of the ProblemProblem

Analysis of the Analysis of the CausesCauses

Analysis of Possible Analysis of Possible SolutionsSolutions

Action Planning Action Planning (‘treatment’)(‘treatment’)

‘‘Problem solving’ next to Problem solving’ next to AIAI

Identification of Identification of ProblemProblem

Analysis of CausesAnalysis of Causes Analysis of Possible Analysis of Possible

SolutionsSolutions Action Planning Action Planning

(‘treatment’)(‘treatment’)

Basic assumption: Basic assumption: An organization is a An organization is a problem to be problem to be solvedsolved

Appreciating and Appreciating and Valuing the Best of Valuing the Best of “What Is”“What Is”

Envisioning “What Envisioning “What Might Be”Might Be”

Dialoguig “What Dialoguig “What Should Be”Should Be”

Innovating “What Innovating “What Will Be”Will Be”Basic assumption: Basic assumption: An organization is a An organization is a wealth of wealth of information to be information to be embracedembraced

The 5 AI principlesThe 5 AI principles

The Constructionist Principle (together we create our The Constructionist Principle (together we create our reality through the questions we ask and the answers reality through the questions we ask and the answers we give)we give)

The Principle of Simultaneity (change begins at the The Principle of Simultaneity (change begins at the moment we ask questions) moment we ask questions)

The Anticipatory Principle (our behavior in the present The Anticipatory Principle (our behavior in the present is influenced by the future we anticipate)is influenced by the future we anticipate)

The Poetic Principle (we have no boundaries on what The Poetic Principle (we have no boundaries on what we can inquire and learn from)we can inquire and learn from)

The Positive Principle (focus on the desired situation - The Positive Principle (focus on the desired situation - the desired outcome, instead of on what is wrong)the desired outcome, instead of on what is wrong)

From the strengths of From the strengths of Discovery Discovery we create our Futureswe create our Futures

DiscoveryDiscovery““What gives life?”What gives life?”The best of what is.The best of what is.AppreciatingAppreciating

DiscoveryDiscovery““What gives life?”What gives life?”The best of what is.The best of what is.AppreciatingAppreciating

DreamDream““What might be?”What might be?”EnvisioningEnvisioningResults/ImpactResults/Impact

DreamDream““What might be?”What might be?”EnvisioningEnvisioningResults/ImpactResults/Impact

DesignDesign““What should be – What should be –

the ideal?”the ideal?”Co-constructingCo-constructing

DesignDesign““What should be – What should be –

the ideal?”the ideal?”Co-constructingCo-constructing

DestinyDestiny““How to empower, How to empower,

learn, and improvise?”learn, and improvise?”SustainingSustaining

DestinyDestiny““How to empower, How to empower,

learn, and improvise?”learn, and improvise?”SustainingSustaining

AffirmativeAffirmativeTopicTopic

Summary: Two ‘laws’ of Summary: Two ‘laws’ of Social ConstructionismSocial Constructionism

Words create worlds (or thoughts Words create worlds (or thoughts create realities)create realities)

Everything we give energy to growthsEverything we give energy to growths

Introduction caseIntroduction case

BT Syntegra subsidiary of BTBT Syntegra subsidiary of BT– SI providerSI provider

• > 5000 people (BT > 120.000)> 5000 people (BT > 120.000)

• Global operationGlobal operation

Division Learning SolutionsDivision Learning Solutions– Responsible for selling and servicing Responsible for selling and servicing

Managed Learning Environments Managed Learning Environments (eLearning) for customers in the EMEA (eLearning) for customers in the EMEA region (and beyond)region (and beyond)

Starting PointStarting Point

Circumstances July ‘98Circumstances July ‘98 One of the 5 SNL divisionsOne of the 5 SNL divisions Size of LS group: Size of LS group:

100 + (fixed) / 125 + (freelance)100 + (fixed) / 125 + (freelance) Beginning of dramatic downturn in IT Beginning of dramatic downturn in IT

training industrytraining industry– Market: change of products, limited Market: change of products, limited

growth, cost reductiongrowth, cost reduction Exclusively focused on the local Exclusively focused on the local

traditional classroom training markettraditional classroom training market

ObjectivesObjectives

Stop the leaksStop the leaks first 3 monthsfirst 3 months

Get organized /Get organized / within 4 months within 4 months structurestructure

Get a clearGet a clear within 6 months within 6 months direction / visiondirection / vision

Get processes andGet processes and basics within 6 basics within 6 months, months, procedures in placeprocedures in place full administrative full administrative

organisation organisation description description within 2 yearswithin 2 years

Why AI?Why AI?

Positive experience in pulling together Positive experience in pulling together groups of people - teambuildinggroups of people - teambuilding

Need for rapid change and high Need for rapid change and high involvement of all people concerned involvement of all people concerned (underlying need to keep people on (underlying need to keep people on board)board)

Lots of Knowledge and Experience Lots of Knowledge and Experience (> 10 years of training experience)(> 10 years of training experience)

No other way to pull this off!No other way to pull this off!

Why AI? (In Hindsight)Why AI? (In Hindsight)

Discovery of the Positive Core Discovery of the Positive Core (identity) of(identity) of

– Individuals Individuals learning learning

– Organisation Organisation networks networks

resulting in elearning (or technology resulting in elearning (or technology driven learning)driven learning)

Core: Passion for LearningCore: Passion for Learning

What Did We Do What Did We Do To Get Started?To Get Started?

Organized a brainstorm with key Organized a brainstorm with key players to decide on the themes players to decide on the themes

– (teamwork, trust & communication within (teamwork, trust & communication within the division and reward & recognition)the division and reward & recognition)

Conducted a 1 day AI event using Conducted a 1 day AI event using outside facilitatorsoutside facilitators

From the emerging themes a Vision From the emerging themes a Vision was composedwas composed

We are the leading We are the leading organization in innovative organization in innovative Learning Solutions, Learning Solutions, facilitating change facilitating change through practical through practical solutions, bringing out solutions, bringing out the best in peoplethe best in people

What Did We Do in Year 1 What Did We Do in Year 1 (1)(1)

After the first AI day we followed up by After the first AI day we followed up by traditional action planning and traditional action planning and ownership (SMART objectives)ownership (SMART objectives)

Established core group (3 people) that Established core group (3 people) that received additional AI training (UK)received additional AI training (UK)

Started using AI in other eventsStarted using AI in other events

– re-allocation (What’s the best workplace re-allocation (What’s the best workplace etc.)etc.)

– communication survey (What’s the best communication survey (What’s the best survey)survey)

What Did We Do in Year 1 What Did We Do in Year 1 (2)(2)

Put up photographs of AI events, Put up photographs of AI events, including possibility statementsincluding possibility statements

Introduced ‘executive lunches’Introduced ‘executive lunches’

Introduced ‘compliment quality signals’Introduced ‘compliment quality signals’

Made a collection of tokens to remind Made a collection of tokens to remind people of values etc.people of values etc.

Created a booklet with information Created a booklet with information about every employee (e.g.. birthdays, about every employee (e.g.. birthdays, greatest meals)greatest meals)

What Did We Do in Year 2What Did We Do in Year 2

During the 2nd major intervention we During the 2nd major intervention we introduced means to sustain the introduced means to sustain the messages (combine ‘word - music - messages (combine ‘word - music - dance’)dance’)

Off-site as opposed to the officeOff-site as opposed to the office

Outside facilitation, including Outside facilitation, including musicians (Art-in-Rhythm)musicians (Art-in-Rhythm)

Continued with employee surveyContinued with employee survey

What Did We Do in Year 3What Did We Do in Year 3

At the 3rd intervention we introduced At the 3rd intervention we introduced the Wall of Wonder concept the Wall of Wonder concept (Vaughn (Vaughn

O’Hallaran)O’Hallaran) and ‘art’ and ‘art’

The 2nd communication survey was The 2nd communication survey was conducted, in which we asked ‘the conducted, in which we asked ‘the appreciative question’appreciative question’

An AI section was included in our An AI section was included in our reviewsreviews

We became more conscious of We became more conscious of furniture shape / arrangements etc.furniture shape / arrangements etc.

What Did We Do in Year 4What Did We Do in Year 4

At the 4th intervention we focused At the 4th intervention we focused purely on the sharing through story purely on the sharing through story tellingtelling

The third communication survey was The third communication survey was conducted and despite a ‘grim’ conducted and despite a ‘grim’ market we saw a steady improvement market we saw a steady improvement in feeling-about-the-workplace.in feeling-about-the-workplace.

Three additional people attended an Three additional people attended an AI workshop organized by one of the AI workshop organized by one of the AIC membersAIC members

What Did We Do in Year 5What Did We Do in Year 5

At the 5th intervention we focused on At the 5th intervention we focused on ‘Innovation’ mixed the story telling with ‘Innovation’ mixed the story telling with music (mixed success)music (mixed success)

Shortly afterwards it was decided that Shortly afterwards it was decided that Learning Solutions would become part Learning Solutions would become part of the larger BT family and an AI of the larger BT family and an AI intervention around the integration was intervention around the integration was donedone

Another 3 people attended an AI Another 3 people attended an AI workshop organised by one of the AIC workshop organised by one of the AIC membersmembers

SummarySummary

5 ‘Large’ AI interventions in 6 years5 ‘Large’ AI interventions in 6 years

– 1st ‘Traditional’ AI intervention1st ‘Traditional’ AI intervention

– 2nd as the 1st with the support of music 2nd as the 1st with the support of music (art in rhythm)(art in rhythm)

– 3rd as the 1st with Wall of Wonder and art3rd as the 1st with Wall of Wonder and art

– 4th ‘Traditional’ AI Intervention4th ‘Traditional’ AI Intervention

– 5th AI Intervention with music5th AI Intervention with music

Numerous AI interventions on various Numerous AI interventions on various topics (also social --> sponsoring)topics (also social --> sponsoring)

Wall of WonderWall of Wonder

past today future

everything thathappened

everything thatyou envision / dreamthat will happen

discover dream destinydesign

Summary (continued)Summary (continued)

Create ‘visibility’ - tokensCreate ‘visibility’ - tokens

– BookletBooklet

– Culture tokens & artCulture tokens & art

– Photographs & statementsPhotographs & statements

Follow up by positive actionFollow up by positive action

– Communication surveysCommunication surveys

– Integrations of AI in reviewsIntegrations of AI in reviews

Internal support group & outside Internal support group & outside facilitationfacilitation

Summary (continued)Summary (continued)

Embedded AI in all processesEmbedded AI in all processes

– AppraisalAppraisal

– SurveySurvey

– CoachingCoaching

– Lay offLay off

– Customer forumCustomer forum

– Sales meetingsSales meetings

All key people have attended an AI All key people have attended an AI workshopworkshop

ResultsResults

+ Compared to other groups within BT + Compared to other groups within BT SyntegraSyntegra

– > stability (lowest turnaround of people -> > stability (lowest turnaround of people -> from over 14% in 1998 to approx. 6% from over 14% in 1998 to approx. 6% today (still over 15% with BT Syntegra)today (still over 15% with BT Syntegra)

– > flexibility in roles / functions (identity)> flexibility in roles / functions (identity)

+ Shared focus on where do WE go+ Shared focus on where do WE go

+ After 6 years the group is ahead in + After 6 years the group is ahead in terms of admin. processes, thought terms of admin. processes, thought processes etc.processes etc.

Results (continued)Results (continued)

+ In the Benelux NIDAP survey (Aug + In the Benelux NIDAP survey (Aug 2001): highest brand recognition and 2001): highest brand recognition and highest customer satisfaction rates highest customer satisfaction rates (over companies like IBM)(over companies like IBM)

+ Made IDC top 20 list of eLearning + Made IDC top 20 list of eLearning players in April 2002, became market players in April 2002, became market leader in 2004leader in 2004

+ 4th Communication survey showed + 4th Communication survey showed steady improvement in all areassteady improvement in all areas

Results (continued)Results (continued)

+ In 2004 BT Learning Solutions + In 2004 BT Learning Solutions becomes the European market leader becomes the European market leader in eLearning through the wins of in eLearning through the wins of amongst others (from 0 to 6% market amongst others (from 0 to 6% market share)share)

– MoD (€ 60 million) MoD (€ 60 million)

– NHS(U) (€ 13 million)NHS(U) (€ 13 million)

February 2004 eLearning becomes February 2004 eLearning becomes one of BT’s strategic propositionsone of BT’s strategic propositions

Results (continued)Results (continued)

++ Reduced the number of credits < 1%Reduced the number of credits < 1%

++ Have the lowest DSO of the organizationHave the lowest DSO of the organization

+/-+/- Said farewell to some very valuable Said farewell to some very valuable players (individuals) --> personal growthplayers (individuals) --> personal growth

-/--/-Slightly higher leave of absence and Slightly higher leave of absence and turnaround (only the first 1.5 years)turnaround (only the first 1.5 years)

-/--/- Communication issues start to arise Communication issues start to arise with other parts of the organizationwith other parts of the organization

-/- -/- ‘4-D Fatigue’‘4-D Fatigue’

Results (continued)Results (continued)

Sickness absence:Sickness absence:

0

1

2

3

4

5

6

1999 2000 2001 2002 2003

Syntegra Learning Solutions

0

1

2

3

4

5

6

1999 2000 2001 2002 2003

Syntegra Learning Solutions

ROI case over the past 6 ROI case over the past 6 yearsyears

Investment in Investment in training:training:– € € 25K25K

External facilitationExternal facilitation– € € 30K30K

Loss of productive Loss of productive days – total costdays – total cost– € € 360K360K

Various (pictures Various (pictures etc.)etc.)– € € 2K2K

TOTAL: € 417KTOTAL: € 417K

Return on sick leave:Return on sick leave:– € € 994K994K

Return on reduced Return on reduced turnover of turnover of employees:employees:– € € 450K450K

DSO / credits:DSO / credits:– ??

Innovation / Brand / Innovation / Brand / Pride:Pride:– ??

TOTAL: > € 1.444K TOTAL: > € 1.444K

ChallengesChallenges

40% CAGR for the next 4 years40% CAGR for the next 4 years

Continue the search for the ‘positive Continue the search for the ‘positive core’, our identity – also develop our core’, our identity – also develop our propositionspropositions

Hold on the ‘triple bottom line’ principle in Hold on the ‘triple bottom line’ principle in a still a mostly ‘single bottom line’ a still a mostly ‘single bottom line’ companycompany

Keep the AI spirit alive! Improvisation!Keep the AI spirit alive! Improvisation!

– Continue the storytellingContinue the storytelling

– Continue the art of bringing giftsContinue the art of bringing gifts