Firstline Worker Business Value Assessment 12/27/2018 6:39 PM Firstline Worker Business Value Assessment Hello! I am <name> from your trusted advisor and Microsoft partner, <Partner Company> It’s great to be here today to talk about the Firstline Worker opportunity at <Contoso> Presenter Name Title Date Partner Logo © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Digital transformation The Boardroom Information Workers Firstline Workers We know that Digital Transformation is impacting all levels of the organization, from the boardroom to the Firstline Worker, and we believe the Firstline Worker is particularly important in this context. Executives must be proactive in investing and developing their Firstline Workers, approaching it with the same rigor and discipline with which they tackle an operational transformation. This may include changing the firstline roles, processes, technologies, and tools used today that run counter to the digital transformation a customer is trying to achieve. The challenge for us, and for our customers, will be about finding new ways to empower employees to do their best work.

Comprises 80% of global workforce Firstline Workers Sales associates First to engage your customers First to represent your brand First to see your products in action Comprises 80% of global workforce Medical staff Factory workers The Firstline Workforce are the people who are the first to engage your customers, the first to represent your brand, and the first to see your product in action. These are the people behind the counter, on the phone, in clinics, hospitals, and on the shop floor. These are the nearly 2 billion people who form the foundation for some of the world’s largest industries. It is their ambition, creativity and action that can unlock new ideas, differentiate the customer experience, and bring the strategies of an organization to life We can’t ignore the unique opportunity and potential that these workers represent, and the tremendous value that can be unlocked by empowering them to do their best work. Customer service

Our Firstline Vision Maximize the impact of the Firstline Workforce Foster culture and community Train and upskill employees Digitize business process Deliver real-time expertise Minimize risk and cost Our vision delivers across 5 key promises: We will put people first and strengthen culture, community and inclusivity by connecting firstline workers to each other and the rest of the company. We will deliver new experiences to train and upskill employees, amplifying institutional knowledge and creating opportunities for workers to develop, grow, and apply their skills. We will empower firstline workers with intelligent tools and digital business processes they need to be agile and meet customer needs. We will amplify the capabilities of firstline workers by enabling them to harness real-time expertise from others using mixed reality. And, of course, we will minimize risk and cost by simplifying management and extending security to every endpoint and employee.

Foster culture and community Broadcast interactive town hall meetings Coordinate distributed teams with a hub for teamwork Share and find best practices across the company Build inclusive communities of interest A strong culture is vital to any successful organization, and it should reflect an organization’s digital aspirations. Too often, culture is treated as a sounding board to create positive feelings about the workplace, instead of sharing way to help everyone work better together. A high-performing culture is about results, driven by employee empowerment, engagement, and passion for what the company does. Nowhere is this more important than on a company’s firstline.   Examples: Broadcast interactive town hall meetings Coordinate distributed teams with a hub for teamwork Share and find best practices across the company Build inclusive communities of interest Culture helps connect the Firstline Workforce to the company’s strategic vision, which provides a compass for decision making, innovation and action.

Train and upskill employees Distribute onboarding material and training on any supported device Share dynamic, role based content and video Enable employees to find and build on the work of others Retain and manage institutional knowledge in one place Regardless of industry, a critical question for executives is whether they are effectively developing and equipping their employees for success in the digital age. In the Firstline Workforce, this mean addressing the tremendous variability in workers roles, needs, tenure and profile. So, we deliver the tools to provide the skills, confidence, and access to information these workers need to do their best work.   Examples: Distribute onboarding materials and training to any supported device Share dynamic, role-based content and video Enable employees to find and build on the work of others Retain and manage institutional knowledge in one place Employees want to be more versatile and valuable to an organization. Effective training and upskilling programs helps employees gain and apply new skills. If done well, the payoff can be substantial in terms of loyalty, talent, knowledge retention, and performance. ---- MSFT Quote ---- “There is a widening skills gap where the existing workforce has been educated and trained to obtain the jobs of yesterday and not the jobs of today and tomorrow” – Jeff Weiner, CEO of LinkedIn

Digitize business process Create, update and manage schedules and tasks Automate everyday activities and workflows Optimize resource allocation using IoT-based signals Includes Microsoft StaffHub, the go- to tool for Firstline Workers Companies have always wanted to get close to their customers. Digital transformation allows them to do that – without the pressure to do so quickly.   Examples: Create, update and manage schedules and tasks Automate everyday activities and workflows Optimize resource allocation using IoT-based signals Includes Microsoft StaffHub, the go-to tool for Firstline Workers Benefits include improvements in the customer experience and greater consistency across the business in spotting and resolving problems. Digitizing the firstline workplace allows organizations to accelerate performance to keep pace with the demands of the digital age.

Deliver real-time expertise Crowdsource new ideas and solutions  Work in context across physical and virtual space with mixed reality Connect across remote sites on any device Tap available talent when and where it’s needed In our experience, the biggest challenge is not in the understanding or expertise associated with new technology or operating in a digital workplace – we know and can apply that. The biggest problem is our inability to provide the expertise we have today, in the environment that our workforce operates.   Examples: Crowdsource new ideas and solutions Work in context across physical and virtual space with mixed reality Connect across remote sites on any device Tap available talent when and where it’s needed We offer companies modern tools to transform the access, application, and availability of real-time expertise to solve business problems. We are committed to closing the gap that exists between the expertise people have or are learning on the job today and the skills and knowledge required for the digital age.

Minimize risk and cost Streamline management across devices, including kiosks and signage Secure firstline access to corporate apps with identity-drive protection Meet evolving workplace regulatory requirements Accelerate GDPR compliance The firstline and cyber-threat landscape continues to evolve, and challenges are real for IT and have real impact on individuals and businesses. As we continue to spread digital transformation across the organization and to all workers, we must streamline IT management and extend our unmatched security and protection to all employees, endpoints and environments.   Examples: Streamline management across devices, including kiosks and signage Secure firstline access to corporate apps with identity-driven protection Meet evolving workplace regulatory requirements Accelerate GDPR compliance Security is also built into all levels of our technology – the physical layer, the network layer, the infrastructure, and the apps. With Microsoft, we provide the most compliant infrastructure on the planet, adhering to industry standards and offering advanced compliance functionality.

Business Value Assessment Results The following slides are the results of the Firstline Worker Business Value Assessment conducted with <partner name> on <date> The assessment identifies opportunities to better empower your Firstline Workforce to participate in the Digital Transformation and quantifies the financial benefit

About this assessment Example The assessment has been used by <Partner Name> to model the state of your Firstline Workforce and estimate the costs and benefits of implementing solutions to further empower your Firstline Workers The financial model used for this assessment is based on “Improving Firstline Worker Performance With Microsoft Office 365: A Forrester Total Economic Impact™ Analysis”, a commissioned study conducted by Forrester Consulting on behalf of Microsoft, September 2017 Microsoft commissioned Forrester to review the Firstline Worker ROI model in May 2018 using its proprietary Total Economic Impact™ methodology. Forrester deems that the Firstline Worker ROI model conforms to the TEI fundamentals and principles of a sound business case. The intent is for Microsoft or Microsoft partners to guide prospects through the questionnaire to solicit inputs specific to your business and technology environment. Microsoft or Microsoft partners are not permitted to change the calculations or equations. Forrester believes that this analysis is representative of what companies may achieve with Microsoft's Firstline Worker services based on the inputs provided and any assumptions made. Forrester does not endorse Microsoft or its offerings.     Although great care has been taken to ensure the accuracy and completeness of this model, Microsoft and Forrester Research are unable to accept any legal responsibility for any actions taken on the basis of the information contained herein. The tool is provided ‘AS IS’ and Microsoft and Forrester Research make no warranties of any kind.

The Firstline Worker opportunity at Contoso Example The Firstline Worker opportunity at Contoso Firstline Workers comprise 50% of the workforce at Contoso – 5,000 workers Total time savings per Firstline Worker per year: X hours On a scale of 0-100, the assessment rated Firstline Worker empowerment at 19. Implementing the proposed recommendations would raise the score to 90. Reduction in Firstline Worker turnover rate: X% The Net Present Value to the organization is estimated to be $Xm or $X,XXX per Firstline Worker Increased Firstline Manager productivity: X%

Firstline Worker Empowerment Index Example Firstline Worker Empowerment Index Current score Future score 100

Key gaps identified Example Foster culture and community Train and upskill employees Digitize business processes Deliver real-time expertise Minimize risk and cost Executives are unable to communicate directly with Firstline Workers Firstline Workers are unable to share best practices with the rest of the organization Firstline Workers are unable to surface ideas for new or improved products / services New Firstline Workers are unable to access onboarding training content on demand There is no system to digitally distribute training material (including videos content) which can be accessed by Firstline Workers on their mobile devices Firstline Workers are unable to search a corporate library for best practices There is no tool to simplify the creation and management of Firstline Worker shift schedules Employee handbooks are printed and distributed manually resulting in significant time and material costs Firstline Workers do not have real-time insight of metric X which limits their ability to optimize task allocation Corporate workers are not able to communicate with Firstline Workers in real-time to get instant feedback or assistance with resolving a problem Firstline Workers are unable to communicate with a subject matter expert in real- time if they need assistance completing a complex task Not all Firstline Workers have digital identities Firstline Workers are not able to reset their passwords through a self-service mechanism There is no mechanism in place to secure and manage the devices and apps used by Firstline Workers

Recommendations Example License retail staff with Microsoft 365 F1 and managers with Microsoft 365 E3 Leverage StaffHub to manage Firstline Worker schedules and tasks Establish best practice communities using Yammer Give each Firstline Worker an individual identity Replace the paper employee handbooks with digital assets distributed via SharePoint Leverage managed services to support your Firstline Workers and manage their identities, devices, and apps

Summary of Benefits Example X hours X% X% X% Total time savings per Firstline Worker per year: X hours Reduction in Firstline Worker turnover rate: X% Increased Firstline Manager productivity: X% Reduction in end user security breaches: X%

Cash flow Example ROI: 191% Payback period: 7 months Net Present Value (NPV): $Xm NPV per Firstline Worker: $1,213.77

Example Next Steps Architecture design session to build statement of work for implementation project Deliver complete solution proposal

Example Thank you!

Resource slides

Connect and engage with retail workers Processes enabled by Microsoft 365 F1 Supervisor Associate Create, update and publish schedules for associates in the store Approve a shift swap request among two Sales Associates Assign and track tasks Stay up-to-date with work schedules on any device Request time-off or swap shifts with other associates Communicate team updates, corporate and store-wide announcements One-on-one communication with individual employees via email, IM, chat Track daily meeting updates and update store metric dashboard with relevant data Send messages, chat, IM with supervisor, other store associates, employees in other locations and corporate office Share best practices with other associates Access and update required training and onboarding content to stay compliant, and to drive employee engagement Share corporate announcements with associates to keep them informed Access and update required training, onboarding content and corporate announcements for job readiness, and to stay informed Schedule & task management Communications & community Connect and engage with retail workers Training & onboarding

Schedule & task management Communications & community Example: Manufacturing Supervisor Associate Create, update and publish shift schedules Approve time cards Dispatch and track equipment repairs Assign and track tasks Stay up-to-date with shift schedules on any device Submit time cards. request time-off or swap schedule with other team members Report task completion Communicate team and individual updates Track daily meeting updates and take action on equipment issues, reported incidents Find and share best practices with other teams Post floor alerts and notifications for their work area Send messages, chat, IM with supervisor, team members Report incidents and equipment problems Check for floor alerts and updates, equipment issues Find and consume best practices from other teams Connect by email, chat, IM with experts on specific equipment Access required training to stay informed on corporate announcements and new procedure updates to stay compliant Update and share training and onboarding content on process updates, and safety manuals for operating equipment Access and required role specific training, onboarding content on new job procedures, process updates Stay up-to-date with plant announcements Schedule & task management Communications & community Connect and engage with manufacturing workers Training & onboarding

Schedule & task Management Communications & community Example: Hospitality Supervisor Associate Create, update and publish team schedules Approve time cards Dispatch and track daily onsite repairs Assign and track tasks Stay up-to-date with work schedules on any device Submit time cards. request time-off or swap schedule with team members Report task completion Communicate team and individual updates Track daily meeting updates and take action on reported incidents Find and share best practices with teams Share corporate announcements and upcoming maintenance projects Send messages, chat, IM with supervisor, other team members Report incidents to supervisor Access service manuals and videos for troubleshooting and repairs on hotel equipment and other amenities Access required training to stay informed on corporate announcements and new procedure updates Update and share training and onboarding content on service updates, and service/repair content for onsite maintenance Access and required training, onboarding content on new job procedures, service updates Stay informed with corporate announcements for upcoming maintenance projects Schedule & task Management Communications & community Connect and engage with hospitality workers Training & onboarding

Next Steps and Actions Example Party Responsible Completion Date Next Step, Action Notes