Team Recognition: Empowerment by Self-Reporting

Tea Recognition am Empowerment by Self-Reporting Lynn Hunsaker Strategic Customer Experience Mentor g p Author: • Metrics Y Can Manage For Success You • Custome Experience Improvement Momentum er • Innovatin Superior Customer Experience ng www.ClearAction.biz See Creative Commons License: http://creativecommons s.org/licenses/by-nc-nd/3.0/us/ © 2008 ClearAction. All rights reserved.

Self-Reporting Team Re ecognition: Case Study Target Momentu Accountability Big Results um, um Accountability, . . Current Performance Management's Challenges Announced Cross-Func ctional Teams Forrmed Project Approach Identified Wide Array of Congratulations Progress Tracked Constructive C - or - in Recognition i R ii Fe eedback From Chance to Re-Submit Database © 2008 ClearAction. All rights reserved. Panel of Judges

Self-Reporting Refle ects Team's Journey How were lessons learned proliferated? w What did stakeholders say? W y What improvements were achieved? W What improvement tools were used? W How was the root addressed? What was the root cause? Why does this team exist? Who are the team members? Photo by Marcelo Terraza © 2008 ClearAction. All rights reserved.

Congratulatory P Poster Template RECOGNITION FOR QUALITY IMPROVEMENTS Q3’09 Congratulations to Q3’09 Corporate Quality Recognition Winners. These teams have utilized qquality tools and techniques to resolve problems and imp prove customer satisfaction. Join us in congratulating these teams fo their outstanding quality improvements! or NEXT PROCESS IS THE CUSTOMER RIGHT THE FIRST TIME Team Name Team Name 2-3 lines describing team achievement, g , 2-3 lines describing team achievement, g , beginning with quantitative results beginning with quantitative results Members Members Members Members Members Members Members Members Members Members Members Members Members Members Members Members Members Members BREAKTHROUGH PERFORMANCE SUPPLIER ALIGNMENT Team Name T N Team Name T N 2-3 lines describing team achievement, 2-3 lines describing team achievement, beginning with quantitative results beginning with quantitative results Members Members Members Members Members Members Members Members Members Members Members Members Members Members Members Members Members Members © 2008 ClearAction. All rights reserved.

Tips for Accessi ible Recognition To Motivate: SetUp Create performance categories C Specify self reporting criteria S self-reporting Culture Change Vertical & horizontal visibility V Morale-Building Morale Building Retention 2-Way Engage executive sponsors E Cost Reduction Monitor common reference frames M Productivity Close-loop communication C Quality Customer Focus Value Recognize p contributions R g per Focus on leading indicators F etc. Proliferate best practices P © 2008 ClearAction. All rights reserved.

If You Like These Con ncepts, Get the Book! 5 Keys Explained >20 Tools & Techniques Step-by-Step Guidelines clearaction.biz z/momentum 20% Discount Co ode: SlideShare © 2008 ClearAction. All rights reserved.

Customer Experi ience Resources Podcasts clearaction.podomatic.co clearaction podomatic co om Blog customerexperience.vox.com blogtalkradio.com/customerexperience blogtalkradio com/customerexperience Every Month slideshare.net/clearaction slideshare net/clearaction brighttalk.com/channels/2107/view © 2009 ClearAction. All rights reserved.

Testim monials • “ClearAction taught us things that wouldn’t readily cross our minds t and has increased our efficiency & accuracy in many areas y • We highly recommend ClearActio as a business consultant” on • “ClearAction’s assistance was he elpful • We look forward to working together in future” • “Lynn is a superb strategist, diagn nostician, facilitator & team player • She is the Sh i th most k t knowledgeable p f l d bl professional I k i l know in intertwining voice of the customer and marketing operations” © 2009 ClearAction. All rights reserved.

CEM Mentoring • Cle early see what’s needed to take imm mediate action CEM Enabling • C Clear the way for f organization-wide action i ti id ti 1-877-CEM-RO toll-free OI-4 1-408-687-97 direct 700 Lynn.Hunsaker@C ClearAction.biz © 2009 ClearAction. All rights reserved.

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Team Recognition: Empowerment by Self-Reporting

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