Appreciative Inquiry at U. S. Cellular The Next Generation

Appreciative Inquiry Appreciative Inquiry atatU. S. CellularU. S. Cellular

The Next GenerationThe Next GenerationThe Next The Next GenerationGenerationThe Next GenerationThe Next Generation

The Next The Next GenerationGeneration

The Next GenerationThe Next Generation

History of AI at U S CellularHistory of AI at U S Cellular

StartStart

““Exponential Growth”Exponential Growth”

Generative LearningGenerative Learning

Current StateCurrent State

History of AI at U S History of AI at U S CellularCellular

Criteria for SuccessCriteria for Success Leadership Presence – must drive itLeadership Presence – must drive it Cascaded leadership ownership for Cascaded leadership ownership for

the processthe process Robust planning team process – Robust planning team process –

leveraging unique individual leveraging unique individual strengthsstrengths

Generative learning – from summit Generative learning – from summit to summitto summit

Regional Summit Regional Summit ApproachApproachCentral Region Central Region May 7-9, 2003 May 7-9, 2003

– Voices included 1800 (interviews)Voices included 1800 (interviews)– AI Summit 225AI Summit 225– Theme: Theme: Living the Dynamic OrganizationLiving the Dynamic Organization

OD Network Award Winning ProjectOD Network Award Winning Project April 4-5, 2006April 4-5, 2006

– Voices included 150Voices included 150 April 4-5, 2007April 4-5, 2007

– AI Summit 250AI Summit 250– AI Voices 1000AI Voices 1000

Regional Summit Regional Summit ApproachApproach

West RegionWest Region November 7-9, 2006November 7-9, 2006

– Voices included 1500 (interviews)Voices included 1500 (interviews)– AI Summit – 240 participantsAI Summit – 240 participants– Theme: Theme: Success to SignificanceSuccess to Significance

October 29-30, 2007October 29-30, 2007– AI Summit – 230 participantsAI Summit – 230 participants– Theme: Theme: CommunicationsCommunications

Regional Summit Regional Summit ApproachApproach

East RegionEast Region Market level: July, 2002- May, 2003Market level: July, 2002- May, 2003

-3 A.I. Summits (Day1- interviews- Day2)-3 A.I. Summits (Day1- interviews- Day2)- # interviewed: 117; 63; 301- # interviewed: 117; 63; 301

Regional level: June 19-21, 2006Regional level: June 19-21, 2006– Voices included: 1,400 (interviews)Voices included: 1,400 (interviews)– AI Planning Summit: 29AI Planning Summit: 29– Interviewers trained: 208Interviewers trained: 208– Data miners trained: 74Data miners trained: 74– AI Summiteers: 240AI Summiteers: 240

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Functional Summit Functional Summit ApproachApproach

Engineering & ISEngineering & IS July 17-18, 2006July 17-18, 2006

– AI Summit 600 (Entire Organization)AI Summit 600 (Entire Organization)

Marketing & Sales OperationsMarketing & Sales Operations May 3 & 22, 2006May 3 & 22, 2006

– AI Summit 125 (Entire OrganizationAI Summit 125 (Entire Organization))

Business Support ServicesBusiness Support Services January 19, 2006January 19, 2006


Operations IntegrationOperations Integration February 15-16, 2007February 15-16, 2007


Innovations Before the Innovations Before the SummitSummit

East Region Planning SummitEast Region Planning Summit- - – ““Summiteer” Selection CriteriaSummiteer” Selection Criteria– Strengths-based Placement on Strengths-based Placement on

teamsteams– ““Barrier Busters” alignment Barrier Busters” alignment

w/teamsw/teams– ““Imbedded Planners” (West Imbedded Planners” (West

region)region)– Interactive Intranet site launchedInteractive Intranet site launched

with teaser awareness campaignwith teaser awareness campaign


Interview Data CollectionInterview Data Collection

- - Generative data base evolutionGenerative data base evolution

- Virtually every person - Virtually every person interviewedinterviewed

- Data Miners trained to - Data Miners trained to qualitatively qualitatively analyze analyze datadata

- Interviewer training utilized - Interviewer training utilized actual actual data entry templatedata entry template


East Region DVD collaborationEast Region DVD collaboration– Pre thru post production vision Pre thru post production vision

paintingpainting– Outcomes alignment= mutual Outcomes alignment= mutual

freedomfreedom– Freedom = joint ownership energyFreedom = joint ownership energy– Partners, not providersPartners, not providers– Result: 2007 TELLY Award winning Result: 2007 TELLY Award winning

DVDDVD

for for Bluegill CreativeBluegill Creative

Innovations During the Innovations During the SummitSummit Data MiningData Mining

– Participants Mining Raw DataParticipants Mining Raw Data StorytellingStorytelling

– Alyce Smith-CooperAlyce Smith-Cooper– During the Day, End of DayDuring the Day, End of Day

ArtworkArtwork– Associate ArtistsAssociate Artists

DVDDVD– Re-ignite ExcitementRe-ignite Excitement– Share with those who were not thereShare with those who were not there– Use for Follow-Up ActivitiesUse for Follow-Up Activities

Data-MiningData-Mining Data MinersData Miners

– Loved to read!Loved to read!– Forever changed by what they saw.Forever changed by what they saw.

System & ControlsSystem & Controls– Web driven; multiple people inputting; administrator Web driven; multiple people inputting; administrator

only access to main databaseonly access to main database– Matched interview questions; consistent inputMatched interview questions; consistent input– Exported to Excel; set up categories based on word Exported to Excel; set up categories based on word

countcount– Sorted by High-Med-Low impact of commentSorted by High-Med-Low impact of comment– Pushed back into database; export raw data by Pushed back into database; export raw data by

categorycategory

Themes in PGThemes in PG– 10 themes; high-impact stories, quotes10 themes; high-impact stories, quotes

Raw Data Mining DURING SummitRaw Data Mining DURING Summit

Summit DVDSummit DVD

Innovations in Follow-Innovations in Follow-UpUp

East RegionEast Region– Leadership Tool Kit – 3 meeting process guideLeadership Tool Kit – 3 meeting process guide

West RegionWest Region– 2-Hour Mini-Summit Modules2-Hour Mini-Summit Modules– KFA Team Alignment with Summit Action PlansKFA Team Alignment with Summit Action Plans– Ongoing AI Communications Committee of Ongoing AI Communications Committee of

AssociatesAssociates Central RegionCentral Region

– One-Day Mini-Summits in Iowa MarketOne-Day Mini-Summits in Iowa Market Engineering and ISEngineering and IS

– Summit Tool KitSummit Tool Kit

Innovations in Follow-UpInnovations in Follow-Up Iowa Market:Iowa Market: One-Day Mini-SummitsOne-Day Mini-Summits

Iowa One Day Mini-Session AgendaIowa One Day Mini-Session Agenda

– A.M.A.M.– Welcome, Opening RemarksWelcome, Opening Remarks– Overview of Session, AgendaOverview of Session, Agenda– Understanding Appreciative InquiryUnderstanding Appreciative Inquiry– Discovering the best of U. S. Cellular, Task Brief #1Discovering the best of U. S. Cellular, Task Brief #1– Celebrate What’s Right with the WorldCelebrate What’s Right with the World

– P.M.P.M.– U. S. Cellular’s Positive Core, Task Brief #2U. S. Cellular’s Positive Core, Task Brief #2– Reframing in the Positive Reframing in the Positive – Envisioning the Future, Task Brief #3Envisioning the Future, Task Brief #3– Identifying Initiatives, Task Brief #4Identifying Initiatives, Task Brief #4– Moving Forward: Next StepsMoving Forward: Next Steps– ADJOURNADJOURN

IOWA MINI-AI SUMMITS: Train the TrainerIOWA MINI-AI SUMMITS: Train the Trainer Day 1Day 1Overview of purpose of Summit and role of facilitatorOverview of purpose of Summit and role of facilitatorDeep dive into Appreciative InquiryDeep dive into Appreciative Inquiry

Teach AI basicsTeach AI basics Teach presentation skillsTeach presentation skills Teach AI reframingTeach AI reframing Participants teach-backParticipants teach-back

Deep dive into Dynamic OrganizationDeep dive into Dynamic Organization Teach DO basicsTeach DO basics Link DO to AILink DO to AI Participants teach-backParticipants teach-back

Day 2Day 2Facilitating the “Celebrate” VideoFacilitating the “Celebrate” Video

Show videoShow video Design discussion pointsDesign discussion points Discuss techniques for soliciting/managing discussionDiscuss techniques for soliciting/managing discussion Participants practice leading discussions Participants practice leading discussions

Basic facilitation skills/group dynamicsBasic facilitation skills/group dynamics Facilitation handbook; review and discussFacilitation handbook; review and discuss Group dynamics; review and discussGroup dynamics; review and discuss Skill practices to apply learningSkill practices to apply learning

Preparation for SessionPreparation for Session ChecklistChecklist LogisticsLogistics MaterialsMaterials SupportSupport

–

AI Mini-Summit AI Mini-Summit Facilitator Facilitator Job Description:Job Description:The purpose of this role is to co-facilitate a one-day Appreciative The purpose of this role is to co-facilitate a one-day Appreciative

Inquiry Mini-Summit to associates in the Iowa market who have Inquiry Mini-Summit to associates in the Iowa market who have not yet attended an AI Summit. Facilitators will receive training in not yet attended an AI Summit. Facilitators will receive training in basic facilitation skills, group dynamics, the Dynamic basic facilitation skills, group dynamics, the Dynamic Organization, and Appreciative Inquiry.Organization, and Appreciative Inquiry.

Requirements to fill this position include:Requirements to fill this position include: Previously attended an AI SummitPreviously attended an AI Summit Basic understanding of appreciative inquiryBasic understanding of appreciative inquiry Basic understanding of the Dynamic OrganizationBasic understanding of the Dynamic Organization Comfortable presenting to groups of 20-30 peopleComfortable presenting to groups of 20-30 people Willing to learn basic facilitation skillsWilling to learn basic facilitation skills Good listenerGood listener Desire and ability to be a leaderDesire and ability to be a leader Recognized as a role model for AI and the DORecognized as a role model for AI and the DO

– Trained 22 facilitators, who then went out into the Iowa Trained 22 facilitators, who then went out into the Iowa market and co-facilitated the one-day sessions. Each market and co-facilitated the one-day sessions. Each facilitator conducted two sessions.facilitator conducted two sessions.

West RegionWest Region2-Hour Mini-Summit 2-Hour Mini-Summit ModulesModulesFive modules, 2 hours each:Five modules, 2 hours each:

– Understanding AIUnderstanding AI– The AI SummitThe AI Summit– Celebrate What’s Right with the WorldCelebrate What’s Right with the World– DreamDream– Sharing Our History (Timelines)Sharing Our History (Timelines)

Each module consists of a set of power point slides with Each module consists of a set of power point slides with facilitator notes, and a facilitator’s kit with instructions for facilitator notes, and a facilitator’s kit with instructions for how to teach the module, as well as instructions for set -up, how to teach the module, as well as instructions for set -up, handouts, and facilitator tips.handouts, and facilitator tips.

Trained 15 facilitators in Tulsa and 20 facilitators in Missouri in Trained 15 facilitators in Tulsa and 20 facilitators in Missouri in how to conduct the mini-sessions. They in turn scheduled how to conduct the mini-sessions. They in turn scheduled (through LMS) multiple sessions for people in the West (through LMS) multiple sessions for people in the West Region who did not attend the Summit. Do not have a count Region who did not attend the Summit. Do not have a count of how many people participated in mini-sessions, but my of how many people participated in mini-sessions, but my guess is hundreds across the region. The Call Center also guess is hundreds across the region. The Call Center also used the modules to teach AI there. Modules continue to be used the modules to teach AI there. Modules continue to be taught throughout the Region as we speak.taught throughout the Region as we speak.

East Region Leadership Tool East Region Leadership Tool KitKit

Purpose: extend the journey & Purpose: extend the journey & experience with all Associatesexperience with all Associates

Process: Summiteers & team leaders Process: Summiteers & team leaders facilitated all follow-up sessionsfacilitated all follow-up sessions

- 3 stand alone meeting process guides- 3 stand alone meeting process guides

- Option: combine into a full day summit - Option: combine into a full day summit immersion immersion

Engineering & ISEngineering & ISSummit Tool KitSummit Tool Kit

Established AI Communications OfficeEstablished AI Communications Office Follow Up AI ActivitiesFollow Up AI Activities

– Commit to learning of the principles of Commit to learning of the principles of Appreciative Inquiry.Appreciative Inquiry.

– Complete the recommended follow up Complete the recommended follow up activities by the end of 1Q07.activities by the end of 1Q07.

– Share your learnings with each other and Share your learnings with each other and with your leaders – as a means of with your leaders – as a means of building cooperative capacity.building cooperative capacity.

Development of an Dynamic Development of an Dynamic (Appreciative) Leadership Workshop(Appreciative) Leadership Workshop

Outcomes for U. S. CellularOutcomes for U. S. Cellular

Strengths-factored team developmentStrengths-factored team development ““Yes, and”… dialogue response patternsYes, and”… dialogue response patterns ““Can do” to “Will do” to “We’ll do”Can do” to “Will do” to “We’ll do” Reinforced our Dynamic CultureReinforced our Dynamic Culture Appreciative lens perspective Appreciative lens perspective

embedded organization-wideembedded organization-wide We’ve been used by Jim Ludema as We’ve been used by Jim Ludema as

case study during his A.I. Summit case study during his A.I. Summit workshops workshops

Questions?Questions?

Documents

Appreciative Inquiry at U. S. Cellular The Next Generation