RAPA Fall Meeting2012

October 21-23, 2011

WIIFM Reward and Recognition

Nicole HerculesDirector, Performance Improvement

2012 RAPA Conference

WIIFM – Reward and Recognition

“Recognition is the greatest motivator.”

Gerald C. Eakedale

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What is Reward and Recognition?

Acknowledgement and Appreciation

Contribution, innovation, improvement, level of

excellence

Reward for reaching specific goals or targets

Valuing employees for who they are &

what they do

Encouraging and reinforcing desired

behaviors

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Forms of Recognition

Informal Recognition

• Often spontaneous

• Acknowledgement for day to day accomplishments

• Gestures of appreciation or a simple “Thank You”

• Very meaningful for employees

• Foundation for the formal program - organizational culture

Formal Recognition

• More structured or planned – may involve a set program or specific activities

• Linked to specific criteria or guidelines to recognize achievements– Strategic goals– Objectives– Vision

• Compliments informal recognition within the organization

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Why Recognition MattersPersonal appreciation often results in

• Positive self esteem and level of contribution• Improved performance

Level of Employee Engagement• Motivation• Satisfaction

To link individual performance and business objectives/goals

Employee morale, attitude and retention

Levels of service and impact on organizational success

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Where do I start?

• An investment

• Objective & Purpose

• Sr. Management support and participation

• Organizational vision, values and goals

• Program criteria and guidelines

• Involve all levels of employees

• Technology vs. Manual process

• Measurement and Tracking

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John Hancock R&R Program Redesign Objectives

Foster a culture of reward and recognition to maximize desirable behaviors/outcomes

Increase excitement and program use

Improve quality of gift selection and streamline award process

Provide management reporting and tracking capabilities

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Our Approach

BACKGROUND:• Existing program had been in place four years

HOW?• Solicited input • Investigated points-based reward and recognition programs

WHAT?• Feedback from Working Group and Employee Survey

Focus Groups focused on:• Increasing the opportunity for recognition• Improving flexibility and choice of awards received • Streamlining the process for recommending and rewarding

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What did not change?

• Program focus is recognition of performance that drives our success

• Recognize excellence in Service and Support, Efficiency, and Risk Management

• Recognition for contributions beyond baseline expectations of the job

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New R & R Program What changed?

• Rebranding of the program

• Moved to a points based recognition system

• Website and Gift catalog

• Awards are points redeemable for an exciting range of awards

• Robust reporting capabilities

• Online Nominations and approvals

• Introduction of Thank You – free recognition

• Introduction of modest Milestone Recognition

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Vendor Selection Criteria

Vendor Selection

GiftSelection

Set up/monthly/

admin fees

ReportingCapabilities

Cost of Gifts

Customer Service&

Support

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Service Excellence Program Recognition Website

Let’s take a look!

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Member Login

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Home Page

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Nominations Page

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The New Service Excellence ProgramHow can staff be recognized?

There are five different levels of recognition in the enhanced program:

• Thank you – free recognition, no points

• Milestone Recognition – points for every 5 years of service

• Appreciation Award – fixed points

• Achievement Award – range of points available depending on contribution

• Service Ambassador Award – quarterly award, fixed points and cash

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Rewards Gallery

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Rewards Gallery - Music

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Rewards Gallery - Activities

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Reporting

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It’s been a success!

15,851 awards

&

6,542,380 points

have been awarded since launch!

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Results of New Program are positive

Well received by employees and managers Increased use of program Range of gifts available Shopping and gift redemption process easy and

convenient

Improved tracking and reporting

Increased visibility

Vendor call center support

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Lessons Learned

• Leverage Department Managers

• Allow adequate time if technology is involved

• Dedicated resource for program support

• Developing a culture of recognition takes time

• Gift selection – some people simply prefer cash

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Critical Success Factors

• Clear program objectives and expected outcomes• Buy in starts from the top• Employees involvement throughout the process• Link to business objectives and values• Realistic goals and criteria • Leverage technology to support reporting and

administration• Training and support for managers• Communicate program guidelines & criteria to employees• Timely and specific recognition• Regular program review

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What our employees have said

“The program has given me an additional sense of achievement, and it was great to be recognized for my efforts in a way that has meaning for me.

I make it a point to look for opportunities to reward the same behaviors in my colleagues and direct reports.”

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“Celebrate what you want to see more of.”

Thomas Peters

WIIFM – Reward and Recognition

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WIIFM – Reward and Recognition

Question and Answer

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Thank You

WIIFM – Reward and Recognition

RAPA Fall Meeting2012

October 21-23, 2011