communication in corporate performance initiatives
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Communications in the
context of Corporate Performance Improvement
Initiatives
Barry Coltham Consulting Business Director, Achievement Awards Group
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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.
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Skinner’s ABC model
Acknowledgement: B F Skinner, Operant Conditioning Model REWARDS & RECOGNITION
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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
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Aligning Recognition systems
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Human Performance Improvement System
Once we have clearly defined your needs we design a customised solution
incorporating the 7 systems identified in the model
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Communications in the context of Corporate Performance Improvement Initiatives
Roger Ingarfield Creative Director, Achievement Awards Group
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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
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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
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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
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How do we communicate with her
?
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…through engagement
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Trends in Communications
Linear (the past) example; a letter, email, text message, lecture.
Sender encodes
Receiver decodes
Message
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Trends in Communications Interactive Model (the present)- .
Sender encodes
Receiver decodes
Message
Receiver decodes
Sender encodes
Feedback
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Trends in Communications
Transactional Model (the future) –
Communicator (Sends and receives)
Communicator (Sends and receives)
Message
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The Transactional Web Platform
Publisher
Contributors Web Page
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Media selection matches participant profile
Engagement
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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
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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
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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
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Thank you
Roger Ingarfield Creative Director, Achievement Awards Group