Now there is two words you probably haven’t heard in a the same sentence for a while!
During a presentation to a large consulting firm on Chip & Dan Heath’s ‘Made to Stick’, things got rather casual/direct and I ended up presenting some of my challenges at moving forward with my next career (which we’ll call ‘management consulting’ for lack of a better term):
- How do I package the ‘Made to Stick’ principles for my purposes?
- How do I translate this information session into a consulting opportunity for me?
- And the biggie… How do I address the fact that the last 12 years of my career has been with a company the public associates more with management ineptitude, than an environment that could foster an effective ‘management consultant’?
One of the attendees said something which took the whole room aback: “Why don’t you use this ‘Sticky’ method to convince people that there was ‘Success at Nortel’?” After a pause, and about a minute of laughter from the room at what was clearly a joke, he says: “No, I’m serious, wouldn’t that prove your point?”
While others in the room suggested that the employee in question may be off some important medicine, I told him I really liked the idea, didn’t see a path to get there, but I would certainly give it more thought!
That challenge stuck in my mind until I had a lunch meeting with one of my previous Nortel managers (ironically). I was discussing how my new venture was going to be focussed on a systematic process to increasing customer and employee engagement in organizations to boost productivity, boost profit and –in Seth Godin’s words– increase the level of humanity. He matter-of-factly said: “Wasn’t our network planning team exactly that [success via customer and employee engagement]?”
Some background: Network Planning is a function that exists in all companies that build telecom networks, but was rather unique at Nortel because we were a company that sold equipment to build telecom networks, and we offered this service for free. As a simple analogy, imagine an architect who works with you to help design your home for free, before you have have even committed to buy it. Sounds like a bad business model doesn’t it? Not so fast!
Vendor-provided network planning services started at Nortel (AFAIK) and became an industry table-stake over the years as clients clearly decided to do more and more business with companies that would help them design their networks, evaluate new technology and specify the equipment required. This was widely replicated by our competitors with all companies in our product segment –even the smallest startups– having this function in some way, shape or form. Some will charge for it (a bad idea, but that is worthy of another post), others offer it as a free service. I joined Nortel to become part of the planning team, stayed in it for 7 years, unable to find a more appealing job in the whole company. Anyone who had experience in Nortel Network Planning will tell you how great a team it was, and most of its alumni have moved on to great success in roles such as PLM, market development, sales and planning leadership roles at other companies.
Gallup Research, in their fabulous book Human Sigma (little to do with Six Sigma by the way) identifies two hierarchical pyramids that characterizes what is required for customer and employee engagement to exist. Gallup asserts, and I certainly concur, that companies that strive to engage customers and employees significantly improve business results. I am going to apply the elements of one of these two pyramids to Network Planning at Nortel to highlight why it was so successful:
Elements of the Customer Engagement Pyramid
- CONFIDENCE : Can I trust the company, and do they always deliver on their promises? The kind of business Nortel is in has long product lead-times and product cycles. It is often very hard to develop a rapport with key decision makers purely through standard interaction on products, especially since these decision makers are far removed from the products themselves (they may never actually see them). The planning function allowed for regular and deep discussions about what the customers problems were, allowing us to help them do their job. By doing this with great competence, and to schedule, we could build trust and deliver on our promises in a parallel stream to our products. To perform this function needed great trust between the carrier and vendor, because we often had as much –or more– information on their network than they did to do our job well.
- INTEGRITY: Does this company treat me fairly? Again, planning was in a position to develop a rapport with decision makers that sales or operations could not. Sometimes this was even taken to extremes: I can remember one case where the customer was under time pressure, and asked us to rework a network design over the Christmas break, which we did (it showed we had engaged employees!). Reactions like this clearly showed the customer that we were committed to their business and –more importantly– to the individuals that were decision-makers.
- PRIDE: Am I proud to be their customer, do they treat me with respect? I think another company providing you with extremely bright and energetic people to help you do your work is a great sign of respect! The planning teams were often providing these clients with detailed network designs and studies which would in-turn be presented with great pride as their own work. In other cases, the planners themselves became an integral part of the customer’s team, even assigned their own office space in some cases.
- PASSION: This company is perfect for a person like me, I can’t imagine a world without this company. What more proof do you need of this than the customers hiring the planners to be their own employees? This happened in several occasions. Because the roles of the people we were interacting with were typically cost-centres (not revenue generating) they were often under-staffed and under-appreciated. They were asked to evaluate many complex options of how their networks were to evolve, and had many potential vendors & products to consider. Nortel would come in with great talented people and give them a helping hand, and make our customer contacts look like miracle workers with their own executives. If you had someone make you look like a star to your boss, could you imagine a world without them?
So according to Gallup, we had created a function that created a very high level of customer engagement!
Were the results of having the planning function directly measurable? Unfortunately not*, but here is a few data points:
- The function still exists to this day. It would seem obvious that functions that do not directly contribute to revenue were great opportunities for trimming in a company with severe financial trouble, especially after >80-90% of the workforce has been cut! The function had such a reputation in the industry, and was so leveraged by other teams like market development, sales, R&D and PLM, that I don’t think it was ever considered for the chopping block, even while many other valuable functions were thrown over the side.
- Alumni of this function were heavily recruited by established industry players and start-ups because of the relationships these people had made with customers, and their broad network & business perspective.
- As already mentioned, planners were regularly imbedded as key members of the customer’s own organizations or even hired by our customers.
- Many of the networks in existence today were designed by planners from Nortel with Nortel equipment (the latter was the big payoff).
If I need to make a case for ‘Success in Nortel’, I would have no trouble positioning the network planning function as a great success story that was about engaging people and not technology. It built stronger relationships with our customers, allowed a deeper understanding of the customer’s challenges and requirements, and helped Nortel build better products while creating a large pool of Nortel employees who could speak the customer’s language.
So now I have the content of the presentation, now I just have to go put it together.
*I have since figured out a way to do this, but you will have to drop me a line for that advice.
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