Team Recognition: Empowerment by Self-Reporting

Team Recognition Empowerment by Self-Reporting Lynn Hunsaker Customer Experience Optimization Strategist www.ClearAction.biz See Creative Commons License: http://creativecommons.org/licenses/by-nc-nd/3.0/us/© 2008 ClearAction. All rights reserved.

Self-Reporting Team Recognition: Case Study Target Momentum, Accountability, Big Results . . Current Performance Managements Challenges Announced Cross-Functional Teams Formed Project Approach Identified Wide Array of Congratulations Progress Tracked Constructive - or - in Recognition Feedback From Chance to Re-Submit Database© 2008 ClearAction. All rights reserved. Panel of Judges

Self-Reporting Reflects Teams Journey How were lessons learned proliferated? What did stakeholders say? What improvements were achieved? What improvement tools were used? 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 Poster Template RECOGNITION FOR QUALITY IMPROVEMENTS Q3’09 Congratulations to Q3’09 Corporate Quality Recognition Winners. These teams have utilized quality tools and techniques to resolve problems and improve customer satisfaction. Join us in congratulating these teams for their outstanding quality improvements! NEXT PROCESS IS THE CUSTOMER RIGHT THE FIRST TIME Team Name Team Name 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 BREAKTHROUGH PERFORMANCE SUPPLIER ALIGNMENT Team Name Team Name 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 Accessible Recognition To Motivate: SetUp  Create performance categories  Specify self-reporting criteria Culture Change  Vertical & horizontal visibility Morale-Building Retention 2-Way  Engage executive sponsors Cost Reduction  Monitor common reference frames Productivity  Close-loop communication Quality Customer Focus Value  Recognize per contributions  Focus on leading indicators etc.  Proliferate best practices© 2008 ClearAction. All rights reserved.

www.ClearAction.biz Touch-point chain Internal branding Listening skills CX personae Change management Power of questions Lifetime value Internal satisfaction Interaction Bridges CX innovation Recognition, bonus Systems thinking … and more … and more … and more© 2011 ClearAction. All rights reserved.

Testimonials• “ClearAction taught us things that wouldn’t readily cross our minds and has increased our efficiency & accuracy in many areas• We highly recommend ClearAction as a business consultant”• "ClearAction is a leading expert in customer experience and customer relationships.• I value ClearActions views on the role marketing needs to take on in managing the customer experience."• “Lynn is a superb strategist, diagnostician, facilitator & team player• She is the most knowledgeable professional I know in intertwining voice of the customer and marketing operations”

Customer Experience Resources clearaction.biz/blog eHandbooks http://tinyurl.com/ talkshow-customerexperience clearaction.biz/innovation mycustomer.com/blogs/clearaction/ Blog customer-experience- Podcasts clearaction.podomatic.com best-practices© 2011 ClearAction. All rights reserved.

Why Not Share This? BookMark it eMail it Easy access for you! Introduce me to your boss or colleague! Write on my wall Fave it! Follow me! Add me to your contacts! Tweet itEmbed in a blog or Facebook! Please note that CleraAction presentations are protected by Creative Commons License (see http://creativecommons.org/licenses/by- nc-nd/3.0/us/), which lets you know you can share them with others as long as you do not alter it in any way, nor use it for commercial purposes. ClearAction is a business, not a charity! If you want to use my ideas with clients, please sub-contract to me – thanks!

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Team Recognition: Empowerment by Self-Reporting

by ClearAction LLC on Nov 18, 2008

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Team Recognition: Empowerment by Self-Reporting — Webinar Transcript