REWARDBLUE AT AMERICAN EXPRESS Rebecca Winslow Booth Director, Global Recognition Strategy
OBJECTIVES
Single, global branded platform Align with brand and values Equity and consistency across AXP Central oversight with leadership reporting capability Fun and exciting Build a recognition culture
RECOGNITION OVERVIEW
• Points-based to mimic membership rewards • Global • Fun! • DAY TO DAY • All Employees eligible • eThanks • Monetary
PINNACLE • Business specific • Annual (Oscars) • Top 2% of employees • Ceremony & trophy
LOYALTY • Service anniversaries • Team ceremony • Gift • Commemorative award
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BUILDING A CULTURE OF RECOGNITION LAUNCH • CEO introduction • Events in 12 largest global offices • Blue Award for everyone! • Posters, flyers, balloons
Agenda • Our Recognition Journey and Results • True Blue Brand • Overview of PBC Recognition Programs – True Loyalty – True Effort – True Results (Individual and Team Awards)
• 2011 Objectives • Continuing to Build a Culture of Appreciation
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Our Recognition Journey
Built Manager Recognition Capability Trained Managers to Leverage Recognition to Build a Culture of Appreciation
Launched On-the-Spot Program “Real-time” recognition for daily effort
Created Employee Appreciation Week Broad Introduction of Culture of Appreciation
Leveraged Existing Formal Recognition Programs Extended Eligibility to All Functions
Focus on Recognition is Paying Off EI Scores have increased an average of 10 points since 2008
The Next Step of our Journey
• Unites under One Brand • Simplifies Program Offering • Facilitates Genuine Recognition and Appreciation
The True Blue Recognition Gateway • The True Blue Recognition Portal provides one-stop for all of PBC’s recognition programs • In addition, it includes tools and resources to be leveraged by HR, Managers and Employees
True Loyalty Service • PepsiCo Program provides award beginning with 5 year anniversary • Employees receive emblematic award and choice of personal gift
Retirement • Recognizes PBC employees who have spent years building their Pepsi career (Age 55; 10 years of service) • Retirees have a choice of a personal gift and painting which can be personalized
True Effort
Thank You Notes • Employees can provide handwritten or electronic thank you notes at any time • Different designs available for order on PBC Recognition Website
On-the-Spot • Program started in November 2009 • Goal for managers/ supervisors to provide frequent, timely recognition • Paper or on-line checks available for merchandise redemption ($25 value)
Employee Appreciation Week • Started 3 years ago • Initially thought to be a one-time event • Continued based on Field impact • Week long program provided at every location around HQ designed themes
True Results – New Programs 2011 True Blue
True Excellence
• Recognizes extraordinary business performance
• Annual award provided to “best of the best”
• Managers or Peers can nominate an employee
• True Blue Winners represent feeder pool for annual nominations
- Manager approval required
• Two different awards provided: - Merchandise redemption certificate (Real-Time) - Shadow Box with Collectible Magnet (Quarterly)
• Crystal Truck provided to winners
2011 Objectives – Recognition Reach
Culture of Appreciation Continues to Build • Continued Focus on True Blue Program
• Monthly communication of progress to targets • Continuing to Provide Turnkey Resources and Tools for Managers make the process easy and fun
• Upcoming Annual Employee Appreciation Week (9/26 – 9/30) continues to drive our Culture of Appreciation
Baptist Health System of Alabama Our journey to developing a culture of appreciation and recognition 1-877-222-7847
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A key part of who we are is our Values -
ICARE Integrity Compassion Advocacy Resourcefulness Excellence Our Values became a key part of our appreciation and recognition program.
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Our Journey
Coaching
Our Journey
Communication
Trainin g Strong Leaders Strategy
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Strategy
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The Alabama Healthcare Market • Zero Organic Growth • High rate of charity care and Medicaid • 49th lowest reimbursement rate in the nation • MEDICARE IS OUR BEST PAYER 1-877-222-7847
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The Business Case For Recognition • Employee Engagement – Support Organizational Strategy – Improve Operating Performance • Cost Per Patient • HCAHPS • Quality of Care – Increase/maintain employee retention 1-877-222-7847
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What Does Success Look Like? • • • • •
because I care is used Improve Retention Improve Patient Satisfaction Improve Engagement Improve Operating Performance (top decile)
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Our Journey
Coaching
Our Journey
Communication
Trainin g Strong Leaders Strategy
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Strong Leaders 1-877-222-7847
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Training
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Communication 1-877-222-7847
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Coaching
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Is Our Journey Achieving our Goals? • • • • •
because I care is used Improve Retention Improve Patient Satisfaction Improve Engagement Improved Operating Performance (top decile)
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Use of 1. 2.
2011 Goals 90% of all managers send one electronic card * 50% of all managers nominate one person for Above and Beyond award
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Results Nine thousand electronic cards sent 87% of all managers have sent at least one electronic card Eight hundred Above and Beyond Nominations 44% of all managers have nominated at least one person for an Above and Beyond award 1-877-222-7847
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Employee Comments About Use of because I care • It makes you feel like not only do I care about the patients of this hospital, but also the hospital cares about me. • Programs like this truly make BHS an outstanding place to work. • I am proud my manager is aware of my accomplishments. • I feel appreciated for all the work I do and that someone shows that they appreciate what I do. That makes me just want to try harder. 1-877-222-7847
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Improved Retention Early indicators (with just under one year of data) show a positive correlation between retention and use of because I care at Walker Baptist Hospital and Shelby Baptist Hospital. Retention increased 2% 1-877-222-7847
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Increased Patient Satisfaction A correlation study with just under one year of data showed a positive correlation between patient satisfaction scores and use of because I care at Walker Baptist Hospital. Patient satisfaction increased 9% 1-877-222-7847
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Is Our Journey Achieving our Goals? • • • • •
because I care is used Improve Retention Improve Patient Satisfaction Improve Engagement Improve Operating Performance (top decile)
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BHS is a Best Place to Work In Birmingham
In Birmingham
In Alabama
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Where Does the Journey Go From Here? Our Journey • Increased metrics for managers • Communication, training and coaching focused on the employees • Dashboard metrics for employees
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Lessons Learned • Journey • Ownership • Training • Communication • Measurement
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If you want to change a culture, you have to slow down and do it right!
