Transcript One Person’s Observations on Virtual Teams at AT&T HSATM Roundtable April 29, 2009 Bobbi Bailey, Ph.D. Vice President AT&T Global Network Operations Planning © 2007 AT&T Knowledge.

One Person’s Observations
on Virtual Teams at AT&T
HSATM Roundtable
April 29, 2009
Bobbi Bailey, Ph.D.
Vice President
AT&T Global Network Operations Planning
© 2007 AT&T Knowledge Ventures. All rights reserved. AT&T
and the AT&T logo are trademarks of AT&T Knowledge Ventures.
AT&T Network: Global Reach
US, Canada & Central America
Europe, Middle East and Africa
Worldwide
South America
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Asia Pacific
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AT&T Proprietary
The information contained herein is for use by authorized persons only and is not for general distribution
AT&T Network Scale and Scope
Network
Daily Traffic
Customers
• 100M+ network elements
• 16+ petabytes
• 100% of Fortune 1000
companies
• Network presence in 143
countries, serving ~200
countries
• 300M voice calls
• 220K buildings
• 500M+ miles of backbone
fiber
• 50K+ cell sites
• 38 internet data centers
on 4 continents
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• 1B text messages
• 78.2M wireless
• 16.7M broadband internet
access
• 1.3M IP television
• 47.8M customer access
Principle Functions in AT&T Network Operations
Reliability and
Service Operations
Provisioning
Field Operations
•24x7 work centers
•Respond to alarms
•Fix equipment and service problems
•Work centers
•Activate capacity
•Turn up customer service
•Change logical settings (e.g., routing tables)
•Physical touch of network equipment in support of maintenance and
provisioning
Global Network
Operations Center
•24 x 7 work center
•Command and control
Support Functions
•Technical support
•Planning, process engineering, quality initiatives
•Technology introduction
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Some Virtual Tools at AT&T
Tool
Good for…
Bad for…
Email
Distribution of information
•
•
•
•
Instant Messaging
• Nonintrusive way to check availability
(u there? Can I call?)
• Quick questions/answers, e.g. to
resolve straightforward action items
during meetings
• Saying hi / social
• Making decisions that require records
• Acknowledgement
Text Messaging
24x7 notifications
Non-essential communications
Video town halls
1-way broadcast to large community
Interaction / Q&A
Phone/
teleconference
24x7 reachability, e.g. for incident
management
Any meeting >1 hour
Web Meetings
• Demos
• Group edits
Presentation slideware
Telepresence
Small-medium groups that require
dynamic interaction similar to face-toface meetings
Many endpoints
Wikis
Sharing of subject matter expertise
Version control, information “push”
Collaboration Bus
Real-time notification, coordination,
information sharing
Interaction
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Real time communication
Group edits on documents
Debate/dialogue
Volume can be a problem
Pros and Cons of Virtual and Non-Virtual Functions
Virtual
NonVirtual
Knowledge at your fingertips
+
-
Information
Information overload
-
+
Management
Database of record
+
-
Version control
-
+
Real Time Response
+
-
Business continuity / disaster recovery
+
-
Cybersecurity
-
+
Employee resource flexibility
+
-
Disruption
-
+
Work/family separation
-
+
Work/family balance
?
?
Conflict management
-
+
Complex problem solving
?
?
Creativity
-
+
Characteristic
Functional
Effectiveness
Employee
Effectiveness/
Well-Being
Team
Interaction
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