HR Report 2010/2011 - Deutsche Telekom AG

Abbreviations and key HR terms.

10 The Great Experience „A tender resulted in a strategic project.“ We are making profound changes within the company. Our goal is clear – to meet the many needs of our various customers around the world. To that end, we are structuring our corporate entities worldwide to achieve a flatter hierarchy and to streamline business process right down to customer projects. In an interview, our Brazilian colleague José Elias de Claris reports about one of these projects: „We were transforming business by merging competencies from two different business units.“ José, what can you tell us about the project? System Integration (SI)Transformation has been a very challenging project. We wanted to compete – and win – in a tender for the Application Man- agement Services (AMS) of Volkswagen in the Americas. Volkswagen is T-Systems biggest client in Brazil. At the same time, we wanted to reduce our internal operational costs dramatically in or- der to be competitive. We aimed to offer a „best in class“ IT service with a competitive price. So we had to promote a deep change in the way we provide AMS services in old applications, breaking „20 years old paradigms.” For these reasons, SI Transformation turned into a stra. tegic project for T-Systems SI in Brazil. Could you give us some more details? Gladly. It was necessary to train and coach more than 100 employees in São Paulo and Blumenau to work in the new process. The new model re- quired the creation of new roles, which created new opportunities for many people in both loca- tions. The Human Resources department was involved to motivate employees and lead the change through a Human Change Management process. The choice of Blumenau was strategic, due to its competitive cost and ease of adding staff. As the transition took place in waves, this was a critical factor for project success. How did your daily work and your contact with customers change after the project? It has changed dramatically. New controls, tools, procedures and communications channels were implemented. Almost every day, something new had to be learned and assimilated. Our contact to customers also changed. There are now new players on the customer side and also on the T-Systems side, who must implement a structured communication channel. Our people have had to communicate to customers very carefully since we started working within this new model. How many of your employees were involved in the Transformation Project? More than 100 employees participated in the project. It started in August 2009 and ended in February 2011. And what was the most exciting moment you had while working for TSI during the last year? There were many exciting moments and aspects. T-Systems SI International supported this initia- tive in Brazil. This is very important for us, be- cause is a proof that Deutsche Telekom believes in our potential to create new business and grow. But above all, I believe the most exciting moment came when we received the announcement of winning VW‘s request for proposal. Brazil Around 190 million inhabitants Capital: Brasilia Official language: Portuguese Around 1,950 employees Change T-Systems side, who must implement a structured communication channel. Our people have had to How many of your employees were involved in had while working for TSI during the last year? There were many exciting moments and aspects. came when we received the announcement