1.
Gamifying the
pursuit
An agile and realistic approach
Madhusudan Rao (Madhu)
@madhugr

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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

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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

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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

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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

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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!

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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

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The eco-system

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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%

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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

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Thank You