Samenvatting

The KPN group is a major international telecom and IT company in the Benelux. KPN introduced The New Way of Working (TNWW) in 2008 in its organisation. As a result of TNWW, employees at KPN can be found in different primary office locations, even though they have to work together. To make sure employees at KPN maintain the ability to work together at a distance, new technology has to bring the possibility to bring employees together.
This final project has been written for KPN to shed light on how modern information technology can be used in teamwork to obtain more effective ways of working within TNWW. Through different types of desk and field research, the central question "How can the currently available information technology lead to more effective New Ways of Working, within KPN?" was answered.
Research pointed out that The New Workers at KPN have access to over 30 communication and technology tools which support different parts of information exchange and collaboration. These tools include telephone devices for communication at a distance, tools to host online meetings with the use of a laptop, videoconference system or ConferenceCard and platforms to share data and to stay connected to the company and colleagues.
Furthermore, KPN has a clear vision on TNWW. However, KPN does not have a precise strategy on how to implement new technology in the organisation itself. Due to this, it is not clear to The New Workers how technology can work for them and how IT can be used.
The New Workers at KPN also face other problems in collaboration due to TNWW. Most of The New Workers work in a team consisting of colleagues who have a different primary office location from each other. When these teams collaborate, new technology like videoconference and OCS/Lync, is barely used. This is due to unfamiliarity of the products and not knowing how to use the tools. Employees indicate that they get out of touch with each other or do not know when to use which tool when collaborating. The effect of having personal contact and spending time in a different environment should not be underestimated.
KPN and The New Way of Working Margot den Dulk
The Hague School of European Studies II
To find a solution to the problems that The New Workers face, requirements of effective teamwork are studied. Existing and new communication tools can be addressed to support TNWW. The New Workers indicate that they need a clear vision on how to work according to TNWW. That is why a uniform policy on the way of working at KPN combined with a campaign of introduction is needed. On top of that, KPN also has to focus on the 'first time right' principle and user friendliness combined with accessibility and availability of communication tools. Next to this, all tools and devices have to be linked or complement each other to make sure co-workers stay in contact.
Besides this, a clear and uniform communication strategy on collaboration in TNWW is needed. Only a few communication tools have to be selected to create this transparency. TeamKPN Online should be used as a central internal platform. The New Workers need to be trained in the use of new communication tools and should get workshops in smart teamwork at a distance. Moreover, managers need to set the example in the new behaviour. To finalise, equipment and booking procedures for shared devices and services should be user friendly and uniform in its use. On top of that, IT tools have to operate all the time and not cause malfunction. Once a new device has been used, the user will have a more positive attitude towards it and will use it more frequently.
To conclude, research has shown that modern IT tools can lead to more effective new ways of working. However, for this to work in the KPN organisation some adjustments have to be implemented. The current available information technology can lead to more effective New Ways of Working within KPN, when introduced in a clear and uniform way towards The New Workers.