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Communications in the
context of Corporate Performance Improvement
Initiatives
Barry Coltham Consulting Business Director, Achievement Awards Group
AAGroup Performance System
This diagram is an adaptation of the Human Performance Technology (HPT) Model and outlines the process for implementing a Performance
Improvement Program through four principle phases: Research & Analysis, Design,
Implementation, and Evaluation.
Skinner’s ABC model
Acknowledgement: B F Skinner, Operant Conditioning Model REWARDS & RECOGNITION
Reward & Recognition –> Return on Investment
Employee Satisfaction Employee Engagement
Employee Engagement Productivity & Quality
Productivity & Quality Customer Satisfaction (CSI)
Customer Satisfaction Customer Loyalty
Employee Satisfaction (ESI) Reward & Recognition
Customer Loyalty Business Results
Aligning Recognition systems
Human Performance Improvement System
Once we have clearly defined your needs we design a customised solution
incorporating the 7 systems identified in the model
Communications in the context of Corporate Performance Improvement Initiatives
Roger Ingarfield Creative Director, Achievement Awards Group
10 Radio ads 8 Billboards 40 emails 10 Meeting requests 20 Banner ads 4 Facebook posts 20 tweets 10 BBM’s 15 Magazine ads 8 billboards 10 Radio ads 15 Television ads
10 Radio ads 8 Billboards 40 emails 10 Meeting requests 20 Banner ads 4 Facebook posts 20 tweets 10 BBM’s 15 Magazine ads 8 billboards 10 Radio ads 15 Television ads
10 Radio ads 8 Billboards 40 emails 10 Meeting requests 20 Banner ads 4 Facebook posts 20 tweets 10 BBM’s 15 Magazine ads 8 billboards 10 Radio ads 15 Television ads
1. In-built
message filtration system - ‘Spam Filters’
2.
Continuous Partial
Attention
How do we communicate with her
?
…through engagement
Trends in Communications
Linear (the past) example; a letter, email, text message, lecture.
Sender encodes
Receiver decodes
Message
Trends in Communications Interactive Model (the present)- .
Sender encodes
Receiver decodes
Message
Receiver decodes
Sender encodes
Feedback
Trends in Communications
Transactional Model (the future) –
Communicator (Sends and receives)
Communicator (Sends and receives)
Message
The Transactional Web Platform
Publisher
Contributors Web Page
Media selection matches participant profile
Engagement
Focus:
• To implement new processes for
conversion of Sales & Ordering methods.
• Job Role Change – Field Rep
Relationship Manager to Sales person.
Case Study: Retail Channel Recognition & Engagement via Peer to Peer communication
South Africa achieved orders > 80% in first month
• In comparison
• Overseas Brazil, Canada, New Zealand
• only achieved 70% in 3 months
• Same change initiatives projects…
The Difference?
• Employee Engagement & Recognition Program
• Peer to Peer Communication
Case Study 2: Retail Channel Change Management process - Results
Soft results (Anecdotal)
• Community Feeling – online social
network
• Peer to Peer Learning – on line
• Great engagement
• Trend Identification – Strategy input
Case Study: Retail Channel Social Network Engagement Tool – Peer Recognition & Communication
Field Reps in Action
Thank you
Roger Ingarfield Creative Director, Achievement Awards Group
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