Wow presentation

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Positive Reinforcement in the Workplace

Medco’s WOW Program

Kelly Kozik 10/09/2010

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What is WOW ?

A movement focused on building trusting relationships by delivering platinum level service through each and every process, generating pleasant member surprises, and increasing the level of satisfaction for our members and internal & external customers.

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WOW Culture

“Medco’s WOW culture was built on the foundation of genuinely recognizing and thanking employees for the important things they do on an everyday basis as well as times where they go above and beyond”.

Mark Proulx, Chief of Operations

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Culture change

Beginnings

Terminology

Fun

Sr Leadership involvement

Performance mgmt / Operations strategy

Measuring success

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WoW / Above and Beyond Criteria

Nomination Categories:

Escalating items within the scope of the SOP’s that have been routinely missed

Acts outside of SOP’s that affect patient lives.

Job Improvement ideas that are feasible.

Maintenance proposals that saves $, energy, resources, or enhance production.

Quality issues outside of the scope of your SOP’s, before the error reaches the patient.

Correcting a safety issue.

Good citizenship

Other

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Award Levels

In addition to any awards, Above and Beyond nominations may qualify for, all nominations will receive recognition.

>1st – 5th WOW Award – White Belt

>6th – 10th WOW Award – Yellow Belt

>11th -15th WOW Award – Orange Belt

>16th – 20th WOW Award – Green Belt

>21st – 30th WOW Award – Brown Belt

>31st WOW Award – Black Belt

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This WOW Award is given to

James Wilson

For creating a WOW experience for our members

John Ford, Director of Operations Cal Wasdyke, VP/GM

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The center wall provides a canvas to

display significant WOW performances

such as member compliment letters.

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Monitor will display the ‘WOW Profiles’ of Medco employees that have created a WOW experience.

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Consistent WOW employees will be honored by having

their name “etched in stone” and added to a brick on the wall.

Daniel S.

Chad Jones

Position: Customer Service Representative

Employee Since: July

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Dublin, OH

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Willingboro, NJ

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Fairfield, OH

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Spokane, WA

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Irving, TX

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Tampa, FL

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Memphis, TN

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Las Vegas, NV

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Sustained profitability through a commitment to member advocacy, which delivers superior

healthcare, service, and economic outcomes.

GOAL

Recognize – Reinforce - Reward

Closing the Gaps in

HealthCare

WOW Culture

Operational Excellence

Physician Advocacy

Operations Strategy

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Measuring Success

11,000 nominations

Pulse / EE survey results

Safety

CSR results

Production

QIOs

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