11© 2012 AAA Northern California, Nevada & Utah Insurance ExchangeConfidential and proprietary

New SupervisorOnboarding

Deployment, Communication, and

Training Delivery

Donna Allen, Bruce Baumgarten, Anne Berry, Jim NaylorJanuary 16, 2013

22© 2012 AAA Northern California, Nevada & Utah Insurance ExchangeConfidential and proprietary

Activities & Outcomes

Our Focus Use the framework from Cohort 3 to develop implementation, communications and training delivery.

The initial plan and curriculum is focused on Claims, however most areas are scalable across the company.

► 2012 ► 2013

Phase 1: Define Framework

Phase 2: Define On boarding Plan & Design Curriculum

Phase 3: Develop Implementation, Communication & Training Delivery

Phase 4: Ongoing Governance Post Implementation

Launch

JUN JUL AUG SEP OCT NOV DEC JAN FEB MAR APR MAYMAY

• Mike Randall• Judith Hashimoto• Marie Andel

• Barbara Clark• Gary Bonneau• Lillian Pitney

• Jim Naylor• Bruce Baumgarten• Anne Berry• Donna Allen

Benefits Realization Aligns leadership with company

goals and values Supports a high performance

culture Increase leadership bench strength Efficiency and consistency through

uniform new supervisor training

Improved employee

engagement Faster adoption = faster

behaviors Improved accuracy/quality of

Claims Increased NPS

• Mike Randall

33© 2012 AAA Northern California, Nevada & Utah Insurance ExchangeConfidential and proprietary

Meet with Cohort 3 ‘Passing the Baton”

Training Plan Class Locations Frequency Facilitators

Location for Program Materials

Deployment Plan Repeatable Deployment Tasks

Communication Pan Launch Announcement Reusable pieces for each segment

Station Landing Sessions Plan Frequency Components Participant Logistics

Milestone Reached Pilot ready to launch!

Sustain Program Long-term ownership Feedback Processes

Key Tactics for Project Success

44© 2012 AAA Northern California, Nevada & Utah Insurance ExchangeConfidential and proprietary

Key Leadership Learning

•There is an incredible thirst for knowledge in our organization

• Helping to satisfy that knowledge makes us all better at what we do

Our Team is proud to share key learning from the program:

• Networking out of your “silo” pays ongoing dividends

• Introspective learning - how I “show up” as a Leader

• Practice how I work with others, have conversations that develop people

• My team’s and my success is measured by other people’s perceptions

• Leadership requires self-confidence

• Management is optimizing for the present; Leadership is changing and growing for the future

• Clarity on the qualities of an effective leader