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