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Gamifying the Pursuit


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Presentation of talk delivered at Vienna on 29th April 2015. The talk was about building Gamified Solutions for Employees in an Agile and Realistic Approach.

Published in: Recruiting & HR
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Gamifying the Pursuit

  1. 1. Gamifying the pursuit An agile and realistic approach Madhusudan Rao (Madhu) @madhugr
  2. 2. 2 Introduction • Madhu is a solution Architect for Dell • Based at Bangalore, India • Travel 50% of time, working with Banking customers • Gamification is pet project – coming soon “Transforming Learning and IT Management through Gamification” • Looking to learn from others experiences • @madhugr
  3. 3. 3 Gamification Gamification in an enterprise External Customer-facing initiatives and programs e.g. Loyalty rewards, Frequent-flyer points Org-wide Common games for all employees within an organization e.g. Internal Crowd- sourcing initiatives Group-specific Logically grouped within a section of organization e.g. HR On-boarding, Recruitment, Fund Management programs
  4. 4. 4 The Problem to solve Information in SFDC is incomplete Sales Metrics Confusion between Sales and support teams Sales Support teams use SFDC information for planning Pursuit information in SFDC – to be Single Source of Truth Management Information is inaccurate Customer is impacted due to delays
  5. 5. 5 Dell’s framework for gamification Identify users • Understand engagement Models • Create Game Mechanics • Drive Employee Adoption • Build Collaborative Community culture • Provide proof of success for increased adoption Connect Behavioral Economics • Create stickiness to products and services • Analyze failures & successes • Provide rapid Feedback • Increase Transparency • Encourage healthy competition • Report & Replicate Protect Define goals Transform • Evaluate Business Process • Identify clear long-term & short-term goals • Identify User & Segment • Recognize the playing ground Inform Reward engagement • Motivate Participation • Enrich end-user experience • Measure evidence of accomplishment • Offer rewards for Loyalty & Advocacy • Measure rise in productivity
  6. 6. 6 Where do we start? MVP and MVA • Questions that came to one’s mind – How do we start? – Which tools do we use? Is it going to be expensive? – What if the tool does not suit our requirement? – How do we prove our strategy first? • Use Agile techniques to start – Create a Minimum Viable Product (MVP) – Release to a Minimum Viable Audience (MVA) – Demo newer features to users for early feedback – Start with everyday tools (e.g. Microsoft Excel with macros) – Prove the concept and monitor response • Using metrics of MVP, ask for a bigger budget and a wider audience!
  7. 7. 7 Solution on a Page Features • Karma Points for pursuits – reward for timely completion and accuracy of data • Badges identify experts with strategic wins • Special Badges to identify experts in specific areas • Leaderboard for friendly competition among the team Points • Additional Karma points for increased accuracy • Encourage faster completion of pursuits • Special achievements receive focus from Managers • Points are reset at end of financial year • Rules are evaluated with team before start of new year Benefits • Increased MI capability on performance/status of pursuits • Higher Visibility to Manager in terms of reports and missing data • Play and Learn – Helps everyone understand gamification • Accuracy of data in systems mean increased customer delight
  8. 8. 8 The eco-system
  9. 9. 9 Impact The introduction to gamification and associated tooling has helped increase motivation within the team. While it has helped bring on the dimension of excitement and friendly competition, it has also helped bring fun and rigor in carrying out mundane tasks, promoting the right behaviors expected of the team. - Global Solution Design Head, BFSI, Dell 100% MI Reporting 90% N/A 80% 100% Pursuit Compliance 90% N/A 80% 100% 90% 80% 70% Retention 60% 100% Customer adherence 90% N/A 80%
  10. 10. 10 Motivation Strive for excellence; increased productivity Multi-culture Globalization; teams from multiple geographies; new challenges Trainings Completed as a rote; need alignment to career growth HR Policies Need the human touch Intranet Include gamification to improve collaboration Remote Support Social Enterprise Geographical Split Game technique s Manager Focus on 'softer' aspects; better tools to proactively work on shortcomings Pursuit Support Productivity Tracking Mentoring Processes, Procedures Work-Life Balance Next Steps Karen Alex Paul Anand Ashish Employees Gamification
  11. 11. 11 Thank You