October 2004 Chisinau 1 Changing Management Policies for new Technologies Richard Perlman Lucent Technologies Network Operating Software Product Development

1October 2004 Chisinau

Changing Management Policies for new Technologies

Richard Perlman Lucent Technologies Network Operating Software Product Development and Sales

http://www.ab.az/ASC/Academy.htm

http://www.azrena.org/

http://www.renam.md/


CEENet ANWChisinau, October 2004

http://www.ab.az/ASC/Academy.htm

http://www.azrena.org/

http://www.renam.md/


Goals of this Session…

Understand how we relate to change Provide a framework for Managing Change Leave here with more questions than

answers


We are not the only people to have thought about change…

“God grant me the serenity to accept the things I cannot change,

The courage to change the things I can,

And the wisdom to know the difference.” Reinhold Niebuhr


“Change is as inexorable as time, yet nothing meets with more resistance.”

Benjamin Disraeli



“If you don't like something, change it. If you can't change it, change your attitude. Don't complain.”

Maya Angelou



“We cannot change anything until we accept it. Condemnation does not liberate, it oppresses.”

C. G. Jung



“Change is the law of life, and those who look only to the past or the present are certain to miss the future.”

John Fitzgerald Kennedy



?

Do you detect a theme here?


Some basics

Change is not only inevitable, it is constant It is only our perception of the Rate of Change

that seems to speed up or slow down

We cannot manage change, we can only manage our response to change

We alone control our response to change


The Environment

For humans, change is contextual

What is our context as Network Managers in Eastern Europe and Central Asia Geo-Political Socio-Political Economic Technological


The Environment

Geo-Political Recent change in political organization

Breakup of Soviet Union and Yugoslavia Reorientation of the Eastern European Socialist states

towards the West Now part of the EU

Communications and transport infrastructure largely follows post-war lines of communication Change is already well underway with the

reorientation towards the EU


The Environment

Socio-Political The Compass no longer points to Moscow Self Determination is the new keyword “Regional” is replacing “National” in our thinking


The Environment

Economic We are increasingly unable to remain financially

isolated and independent The “West” seems to own the IP core and the East

seems to own the edge. The “new” economy is capital intensive and

reduces operational costs Reduction is the services economy

What is the cost/price of foreign Capital?


The Environment

Technological Entry level requires installing the “State of the

Art” Go slow and catch up is not feasible

But, if your plan is only to follow, you can never catch-up

Some alternatives to Cisco, et. al. Linux based routers, etc.

But, this approach typically tries to replicate the commercial technology, not extend it


The Environment

Technological Microsoft owns the desktop applications and is

trying to own the network Standards level the playing field

But, for hardware, this favors countries with high-tech/low-cost manufacturing infrastructure

Anarchy is also alive and well P2P Technology Gaming VoIP (Skype)


The Human Element

As leaders, we tend to want stability in the system Few leaders in the dominate system start

revolutions But, history is not made by quiet people

We have an investment in keeping things the same But, the world, and the very nature of the universe

conspires against us

How do we embrace change without sacrificing our ourselves?


Finding Direction

Look at the way your system is organized Is the focus on the management…

…For your success?

Users & Customers

Customer Service & Sales

Sales & Service Management

Sales Director

Sales Director


Finding Direction

Look at the way your system is organized Or, is the focus on the customer…

…For their success?

Users & Customers

Customer Service & Sales

Sales & Service Management

Sales Director

Sales Director


Finding Direction

May I suggest… If you allow your users/customers needs to define

your direction and goals… You will have aligned your organization to change, rather than being oriented to oppose it Provide your people…

The freedom to manage on their own And the freedom to fail Which gives them the freedom to learn


Frameworks for Dealing with Change

Separate yourself from the change Intellectual and emotional distance Fear drives poor decisions

Build a framework for analyzing the change For example: Name this change What is different about this How will this impact the

users What are the benefits Etc.

Describe, the change in detail What is the same How will it impact you and your

staff What are the negatives


Frameworks (Continued)

Or maybe try writing down the purpose for this change: To…

What is the task, the actual change that is taking place In a way that…

What are the objective benefits of this change So that…

How will this help your users and customers to be more successful in their jobs



For example: To…

Provide full-time Internet connectivity and VoIP software and for each student living in campus housing



For example: In a way that…

The costs of maintaining a campus phone system will be reduced

Phone usage costs will be cut sharply More students will be able to have phone services in

their room



For example: So that…

Students will be able to contact friends, family and school staff more easily from the comfort of their rooms

Students will save money over the use of pay-phones and mobile phones

Improved communications will help students better interact with peers and faculty to improve learning



Then: Clearly define the following

What is the exact order of events that you will need to follow to implement this change?

What tools and services will you need? What capital equipment will you need? What skills will your staff need? What are the potential dangers in this plan?

What can go wrong?


Value the Things That Get In Your Way

Respect your enemy Understand and find the value in things that

prevent you from doing what you want to do Slow is good Patience pays off Learn to live with frustration

You will get better results


Value the Things That Get In Your Way

Why is there never enough time to do it right But, always enough time to do it again?

Work done right, stays done Work done wrong fades quickly


Make change part of your routine

Take time each day to learn or do something new

Do not let yourself get too comfortable Keep up with the changes in our industry

Magazines Conferences Journals Web sites Etc.


Alter Your Staffing Resource Model

Traditional staffing was to enable immediate response to any request In other words, failure proof Too expensive! People are not kept busy all the time

Shift to a “Just in time model” Do more with less Increased morale from increased responsibility

Reduces risks of failure


What if you are the object of change?

How do you deal with cuts, downsizing, etc. Objectively look at the benefits to your customers

See this through their eyes Will this benefit them?

Recognize the inevitable It is often better to be the first to go than the last

Be the master of your own destiny If the change is for the general good accept it

Fight for transition benefits instead of fighting the change Have faith in your own abilities


Final Word

Do not believe everything you think!

Documents

October 2004 Chisinau 1 Changing Management Policies for new Technologies Richard Perlman Lucent Technologies Network Operating Software Product Development