1. 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.

2. 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.

3. 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

4. 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.

5. 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.

6. 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

7. 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.

8. 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.

9. 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.

10. 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

11. 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.

12. 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%

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

14. 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

15. 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

16. 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%

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

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

19. Example
Thank you!

21. Resource slides

22. 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 , 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

23. 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 , 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

24. 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

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