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Preface
Just as the Dream, Believe, Dare, Do principles galvanized Walt Disney's business-as-show-business approach, so they did for the AT&T Solutions team. AT&T Solutions' success is proof that business-as-show business doesn't just apply to the entertainment field.
Acknowledgments
Gerry Pape, General Manager of AT&T Solutions Engagement, IBM Scott Perry, VP Strategic Alliance, AT&T Solutions. Rob Vatter, General Manager of AT&T Solutions Engagement, Textron Greg Walters, Director of Organizational and Professional Development.
LEADING AT THE
CHANGE
Introduction
C OMMUNICATIONS W EEK
AT&T LAUNCHES OUTSOURCING UNIT
In the beginning, - says Rick, - we were so small that no one paid attention to us. We didn't get much respect from the rest of AT&T because we were nothing.
AT&T SOLUTIONS WINS $1.1B TEXTRON CONTRACT
As we continued with Chase,” recounts Rick, “we noticed that many companies were bundling their network outsourcing with general purpose outsourcers like EDS and CSC. AT&T UNIT FINDS THE RIGHT SOLUTIONS A network division can be as nimble as a start-up—.
AT&T UNIT FINDS THE RIGHT SOLUTIONS Networking Division Can Be Nimble as a Start-up—
And Therein Lies Its Success
I NVESTOR ’ S B USINESS D AILY
AT&T OUTSOURCING UNIT REAPS REWARDS IN SHORT ORDER
What’s “New” in the New Economy?
In the "broom closet," the AT&T Solutions team confirmed the work values that will shape every step AT&T Solutions takes. Of course, it will be difficult to convince the first group of customers to believe in us, but the AT&T brand will help.”
What Does It Take to Win in the New
Economy?
Your drawing there that you're talking about reminds me of the Matterhorn at Disneyland. If you're stuck in the mud, or if you're stiff, you're dead.
Technology
To undertake the planning, installation and operation of these systems on a global, comprehensive scale. The passenger, so caught up in Rick's story, was not even aware that the plane had begun to descend.
SocialBusiness
First in an ideal, spiritual, moral and financial sense to the members of your organization. They must be grown organically in the company's rich soil, judiciously thinned as they multiply, and then harvested at their peak.
AT&T’s Winning Start-up Solution
Would the big, conservative Ma Bell treat this start-up like an unwanted child and abort it. As upstream processes were "deverticalized", the need to outsource them could be expected to increase.
AT&T SETS UP UNIT TO MANAGE COMPUTER NETWORKS FOR CLIENTS
The one with the proven, cutting edge expertise and technology to back up its promises.
Concern Faces Major Rivals in Push for Larger Stake in “Outsourcing” Business
So how would AT&T Solutions build the reputation, corporate culture and alliances to disprove Fitzgerald's words. AT&T Solutions has demonstrated the value of vision, as well as the vision inherent in its values.
Building a Winning Reputation
In addition, we gained access to the AT&T network, one of the most reliable networks in the world.” After dismissing the major players in the outsourcing field, he approached AT&T Solutions for the job. AT&T Solutions has marched at the speed of change in double and triple time.
Building a Winning Culture
We would have had our own place, but we would have been neighbors with big AT&T. Bill Blinn, vice president of human resources, joined AT&T Solutions from AT&T. We all feel real ownership of the company,” says Dick Anderson, AT&T Solutions' current Chief Technology Officer (CTO).
THE WALL STREET JOURNAL
AT&T NAMES ROSCITT PRESIDENT AND CEO OF CONSULTING UNIT
Did it emerge from a high-flying orbit and return to AT&T Mother Earth? Was the maverick team at AT&T Solutions abandoning their idiosyncratic, segregated culture and—heaven forbid—selling out? It was the AT&T company that went the way of AT&T Solutions and strengthened the outsourcer's position in the market by showing it new respect.
AT&T’S SOLUTIONS WILL RUN PARENT’S COMPUTER NETWORK
Would Mike Armstrong recognize that AT&T Solutions' mission was also critical to AT&T's corporate mission? I believe what Armstrong appreciates most about AT&T Solutions is that we don't recognize limitations.” This was not AT&T's steadfast corporate culture of the past.
Building Winning Alliances
AT&T Solutions' first partner was John Chambers, president and CEO of Cisco Systems. With AT&T solutions, that means Rick and Mike Armstrong must be involved. It's like a marriage with a prenuptial agreement,” says Scott Perry, vice president of business strategy at AT&T Solutions.
AT&T TO PAY $5 BILLION FOR IBM NETWORK Deal Jump-Starts Effort to Build Infrastructure
It is much easier for us to partner with an AT&T because our heritage is the same. For example, we are AT&T's biggest customer in the world, while they are also a big one of ours. AT&T Solutions' take on the partnership is provided by a stalwart we know well by now - Gerry Pape.
G ERRY P APE ’ S S TORY , P ART 3: IBM
The center boasted the AT&T Solutions Global Enterprise Management System (GEMS), the most sophisticated network platform in the world.2. The Technology One Alliance board consists of three senior people from AT&T, three from IBM and three from Bank One. AT&T Solutions' GEMS platform and IBM's Enterprise Systems Management (ESM) solutions gave the Technology One Alliance the most advanced IT management tools available at the time.
1998–1999: The Technology One Alliance—
Ensure that all decisions and actions are in the best interest of Bank One's employees, shareholders and customers. Bank One First—Make the design and timely delivery of the right solutions for Bank One everyone's first priority. Pure Player Role—Enable providers to manage and do what they do best as Bank One's pure player partners.
Policy
Think Process—Involve stakeholders, develop the best possible interfaces between steps in processes, clarify process ownership, and use common language. Effective Decisions - Always make effective and timely decisions by scoping the issue, involving the right people and focusing on the facts to determine the best option.
Policy Board
OFFICE OF CEO
Executive Strategy Team
Execution
Service Teams
1999: First Results: Off to a Flying Start
NOTE: The day after the Technology One Alliance was formed, Bank One signed a $30 billion merger agreement with First Chicago NBD. Mike Keller, Bank One's senior vice president of business and partner management for IT, said, "The solutions we will get from AT&T and IBM will help us with the merger." Apparently they did. Staff and strengthen organizational effectiveness team to drive Alliance-wide goal alignment, performance management, communication and training and development.
2000: A New Millennium: Targets for the First 12 Months
Forming and maintaining alliances with large companies is not so much a science as an art,” reflects Scott Perry of AT&T Solutions. An example of this is AT&T Solutions' alliance with Seattle-based Data Channel, a leader in the field of extensible markup. Data Channel has been named a master in legacy integration by one of AT&T Solutions' outsourcing clients.
Developing Winning Teams
But they're not always on the front lines of what's happening in the world, and I think they missed this networking trend.”2. We need to wake up all these professors who walk around brick and mortar campuses teaching only what is in the books.” This panel works closely with the various faculties as well as with the leaders of AT&T.
T HE AT&T E DUCATION A LLIANCE ”
Education: Who Needs It?”
As AT&T Solutions grew rapidly, Rick saw that we needed to attract and retain more and more of the best staff available. He refused to be passive in the educational process; he would not let academic graduates enter the race without the necessary training and skills. There is a vested interest here: We want to attract the best and brightest to AT&Tand develop their full potential when they join.
An Idea Whose Time Has Come”
But we also want to expand the talent pool for the entire industry we are a part of.
Finding Common Cause”
And so when we are asked to partner with another university, we are wary of compromising our standards to make the partnership work. Subsequently, the leadership teams from each university shared their pedagogical ideas, and the respective faculties began to collaborate on the design and content of the courses. But we keep in mind what AT&T needs for success from a business perspective, just as they look at what the universities need.
A Garden of Intellectual Delights”
Of course, the most valuable academic resources are the students themselves, and we want as many of them as possible to join AT&T. These will give select students the opportunity to work with executives and other AT&T personnel, and we plan to hire the top performers from these intern groups. We have been inundated with requests to get other schools involved, so we may well expand our reach.
A Two-Way Street”
New Dogs, New Tricks”
It is the same with children learning the new technology today, in high school and in the universities of our Education Alliance.
Going the Distance”
Who Wants to Be a Multibillionaire?”
The AT&T Education Alliance is our answer to this challenge, and we're seeing some very positive results.
Teen Idols”
The Human Touch”
But we academics have a special responsibility to address the human challenges of technology – one of which is enabling the top five universities to be productive partners in a bold educational enterprise, rather than rivals in the search and recruitment games. of students. Under AT&T's enlightened leadership, all Alliance members—commercial and academic—are recognizing and leveraging each other's unique insights and strengths.
Be All That You Can Be”
He said AT&T Solutions was looking for people who weren't in the company's cookie-cutter mold. We are different from corporate AT&T,” said John Wood, AT&T Solutions vice president and managing partner. We are a marquee engagement and we are proud to be an AT&T Solutions engine of growth.”
Staying a Winner through Vision and
We always say, "We don't know enough yet." And the fact is, we will never know enough—knowledge expands too quickly. Of course, outsourcing creates a whole new level of risk for the client, who doesn't want to say to his board, "We just bought the cure for our diseases," and then, 18 months later, have to say, "The old cure isn't working no more, we need new pills.” We're no longer AT&T Solutions, we're part Merrill, part Textron, and part Bank One.
Winning at Home: The Roar of the Crowd
For most companies, AT&T Solutions' exposure to the hidden costs of business is a revelation. AT&T Solutions' new $465 million mandate was to unify Bank One's data and voice network infrastructure. Now Citibank has considered network outsourcing and may have become AT&T Solutions' number one bank fan.
INTER @ CTIVE
AT&T, CITIBANK SIGN HUGE CONTRACT
In recognition of AT&T Solutions' overall success, Rick was named the first corporate winner of the Outsourcing World Achievement Award in 1999. . As we have tried to explain in this book, customer intimacy has been a corporate value of AT&T Solutions from the beginning.
Winning on the Road
We Are the World
