partner survey improvement program_creative challenge

CP4KP CREATIVE CHALLENGEC&PS Creative Team

| © 2011 Kaiser Foundation Health Plan, Inc. For internal use only.May 21, 2016


Recommendations

Situation

Currently, C&PS teams were asked to focus on increasing

our partner satisfaction scores in the PartnerPulse Survey.

The Creative Team (design, copy and proofing) have

some specific goals related to PartnerPulse in the TPM

system.

With mid-year approaching, and department-level efforts in

development, the Creative Team was motivated to take

action.

With the leadership of 2 senior level staff members (and

the blessing of their manger), a plan was executed, with

great success.

In an effort to better understand how the services of the

Creative Teams are performing in the eyes of our partners,

a survey was launched — PartnerPulse.

In that survey, the Creative Team was rated 13% below

national agency averages, and 15% below national in-

house averages.

An internal effort – CP4KP – was launched to get the entire

C&PS team to unite around the goal of increasing those

scores, and providing better service, and a better

partnership experience to all of our partners.

Background

Some of the feedback was centered around personal

interactions:

Energy in kickoff meetings

Communication in presentations

Relationship development and fostering

Feeling more like a team than us vs. them

Generally being more connected

These are areas of our interaction that feel immediately

actionable and totally attainable — ”show up differently”

A point of discussion in team meetings — How can we

deliver consistently, make our efforts noticed, and

succeed as a team?

Assessment

Tony Danjnowicz and Melissa Renzi put together a plan to

put the Creative Team’s creative problem-solving skills to

work. The result: The CP4KP Creative Challenge

Team members were asked to develop ideas for

techniques, tools, or trainings that would support the entire

team in “showing up differently” with our partners.

Ideas could be generated from a team or individually. Time

was limited to 6 hours per person to complete the task —

brainstorming to presentation. Once presented, the group

would collectively decide which ideas would be

implemented.

The Result.

• 10 teams provided ideas on tools, techniques, or training• 1 to 4 people per team, self identified

• Not mandatory, but everyone within the team participated

• Managers participated as observers only, supporting “grass roots” approach

• Presentation was held outdoors on the Burbank campus• Popcorn and drinks were served to help foster an upbeat energy

• The team shared that they came away from the challenge feeling entertained, energized, empowered, and engaged


The Result, continued.

• All ideas were identified as having a very consistent thread of thinking, but were all very unique

• Scores were tallied and teams were recognized in 4 categories• Most creative idea/presentation

• Most effective idea/presentation

• Most impactful idea/presentation

• Vote for which idea to implement (rated 1stt, 2nd, 3rd)

• Within 4 weeks of the launch of the Creative Challenge, a single idea was selected and is now being refined based on team feedback.

• Expect to have a finished product by Aug 29* for the entire team to use and implement

* unless bandwidth prohibits, project work comes first


THE IDEASCP4KP Creative Challenge


NANETTE MCLANE, PROOFREADER

Based on the KPLearntraining modules

“Common sense” best practices for everyday living

Presented as a calendar, so that we can all stay focused on the same ideas for a full month

Personalizable — the user can add their own pictures to make the concept feel relevant to their own lives


Everything we need to know we (more or less) learned in kindergarten

Roll the Dice for Some AdviceALISA VAN VLIET, DESIGNERMARY MARONEY, DESIGNER

It’s not that we don’t know what to do or how, it’s being reminded at just the right time.

Just before a meeting or interaction, roll a dice on what you’ll be focused on as a team.

Areas of focus are aligned with our TPM goals:

• Approach• Process/Delivery• Skills• Effort


The 7Cs of Showing UpTAMMY PARK, SR. DESIGNERCYNTHIA HOPKINS, SR. DESIGNERMELISSA RENZI, SR. WRITERANASTASIA SAVVINA, SR. WRITER

This is a series of 7 cards that help the users focus on how they want to be perceived, rather than how they don’t.

The 7C’s include:

• Creative• Collaborative• Confident• Cool• Calm• Collected• Caffeinated


From Idea to HabitJOHN NOSEK, SR. DESIGNERKYLE CRITCHFIELD, COPY SPECIALIST

This team focused on research and the science of turning behaviors into habits.

Details within the presentation included

• Group things into 3s• Come up with a habit to

focus on in 3 steps• Because habits take 30

days to create, rotate the habits every month

• And practice, practice, practice.


Proofreading: A Mental ModelCHEN LIN, SR. WRITER

This presentation focuses on a new way to think about proofreading and using resources wisely and effectively.

Details within the presentation included

• The range of partnerships across MarCom

• The challenges inherent in the different processes and legacy-based thinking

• How the proofing team is addressing that through a mental model for their partners


Training OpportunityTONY DAJNOWICZ, ART DIRECTOR

With a very analytic approach to the challenge of “show up differently”, this presentation identifies a key component of Customer Service — Rapport —and recommends that we focus on this as a training opportunitythat will provide maximum impact and quick wins for the team.


Energize YOUMICHELLE SPENCER, SR. WRITERAMBER PODRATZ, SR. DESIGNER

This presentation moves us from being our own worst critic to your very own booster team.

Two recommendations:

• Meeting warm-ups: positive self-talk and deep breathing will naturally boost energy, confidence, and feeling happy.

• The Pep Pad: a notebook you can keep with a list of strengths, accomplishments, etc. to help when energy or confidence wanes.


Showing Up SwellDOMINIQUE DIBBELL, SR. EDITORMICHAEL CUESTA, EDITORAMANDA BARRETT, EDITOR

Techniques that help the team address pain points in a different way.

Excel at Phone Meetings

• Smile when you speak• Stand for energy• Ask good questions,

personal first, then business

Stay Positive. Always.• Take the no-complaining

challenge• Slip up? $1 in the jar for a

pizza party


SUP4KP (Show Up Positive for KP)FRANCISCO ACEVEDO, PROOFREADER

This presentation was an actual flowchart of how to measure your thinking and get things back on track.

(Kudos for simplest presentation without losing impact!)


Be Prepared To Be EfficientBROOKE KAISER, PROOFREADER

By having easy-to-access tools, we can save time in projects. And who isn’t happy with that?

This is a spreadsheet that was built to quickly reference the region that each of our local service areas live in. It’s that simple research that can add unneeded time and frustration to our day-to-day project work.

Speed to Market! Yeah!


ONE IDEA ROSE TO THE TOP…CP4KP Creative Challenge


The 7Cs of Showing UpTAMMY PARK, SR. DESIGNERCYNTHIA HOPKINS, SR. DESIGNERMELISSA RENZI, SR. WRITERANASTASIA SAVVINA, SR. WRITER

This is a series of 7 cards that help the users focus on how they want to be perceived, rather than how they don’t.

The 7C’s include:

• Creative• Collaborative• Confident• Cool• Calm• Collected• Caffeinated


“PARTS” OF OTHER IDEAS REALLY MADE AN IMPACT…

CP4KP Creative Challenge


| © 2011 Kaiser Foundation Health Plan, Inc. For internal use only.May 21, 201619 | © 2011 Kaiser Foundation Health Plan, Inc. For internal use only.

The 7Cs Team revised the concept to include the best of the best:

“Kindergarten”From Idea to Habit Showing Up Swell

JOHN NOSEK & KYLE CRITCHFIELD

the science of turning

behaviors into habits

NANETTE MCLANE

calendar that focuses on

one idea per month

DOMINIQUE DIBBELL MICHAEL CUESTA &

AMANDA BARRETT

techniques that address

pain points differently

The 7Cs of Showing Up:

• Creative

• Collaborative

• Confident

• Calm

• Curious

• Caring

• Coffee


2015 Recommendation: A Whole Year of CP4KP

Spend the first six months introducing each habit…• January: Creative

• February: Collaborative

• March: Confident

• April: Calm

• May: Curious

• June: Caring

Then revisit each habit at a deeper level…• July: Creative

• August: Collaborative

• September: Confident

• October: Calm

• November: Curious

• December: Caring

*Sprinkle the 7th C: “Coffee” throughout the year for fun, connection and energy.


The CP4KP Creative Challenge left the team feeling:

• Entertained

• Energized

• Empowered

• Engaged

Let’s use this energy to fuel CP4KP for 2015. Let’s make it:• Supported by leadership

• Driven by teams


ACTION PLANCP4KP Creative Challenge


Step 1: Preparation

Share ideas with Management team for validation (Complete)

Flesh out the themes to make them relevant to all functions

(Complete)

Develop core support materials to aid in consistent communication

and informed adoption

Meet with management team to provide insight into the program, gain

buy-in, and define support role

Assemble a group of champions/delegates from the teams to

maintain “grass roots” connections


Step 2: Execution

Program Launch: 1/8 All Hands • Develop presentation format and delivery

• Focus on event “experience” per previous learnings

• Introduce champion/delegate team

Monthly Theme Communications• Create emails for distribution

• Determine blast dates/times

All Hands Agendas• Vet delegate team recommendations

• Begin scheduling speakers, trainings, etc.

• Distribute agenda calendar to staff (esp. for Ncal travelers)


Step 3: Measurement/Refinement

Surveys on Effectiveness• Quarterly check-ins with team on meeting effectiveness

• Identify any gaps/overlaps that can be addressed

Partner Awareness• Share topics/progress with MarCom partners to gauge success and/or

interest in participation (funding speakers, etc.)

• Periodically check in with manager and director teams on observed

improvements or continued development areas


THANK YOU.CP4KP Creative Challenge


partner survey improvement program_creative challenge

Leadership & Management