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Value of Strategic Design in Enterprise-Wide Employee Recognition Programs
Steve Baniecki – Manager of Compensation, Business Services Company, Exelon Corporation
Jada Sudbeck – Sales Manager, Hallmark InsightsLisa Herwers – Marketing Manager, Hallmark Insights
April 27, 2010
Purpose
• To present Exelon Corporation’s enterprise-wide employee recognition program, which successfully delivers an accessible, easy-to-use, centralized reward and recognition tool
2© 2010 Hallmark
Introduction• Exelon Corporation
– One of the nation's largest electric companies with 19,500 employees and 5.4 million customers in IL and PA
– Culture focuses on performance, encourages innovation and acknowledges the power of ideas generated by a diverse work force
– Corporate goals are • Attract and retain employees who will best serve and represent our
customers and communities• Treat diversity and inclusion as a business imperative, core value
and moral obligation• Create a challenging and rewarding workplace
• Hallmark Insights– Hallmark Insights is a business incentive provider that specializes in
integrated recognition solutions. Our solutions engage employees through the value of choice to achieve corporate objectives, delivering measurable results to our clients
3© 2010 Hallmark
Today’s Agenda
• Challenge• Solution• Results• Insights• Q&A
4© 2010 Hallmark
Challenge - Background
• Formulate a Recognition Policy for enterprise-wide application– Provide direction on permitted programs & practices– Allow flexibility to accommodate the priorities and
cultures of the operating companies • Previous program & process:
– Tracking process needed improvement– Administration was manual and paper-intensive
resulting in delayed recognition– Access privileges were limited to Vice Presidents and
above restricting usage of the program• Launch the new solution following a workforce reduction
5© 2010 Hallmark
Challenge - “What we needed to do”
• Secure management commitment to a comprehensive yet flexible Recognition Policy and enhancing the current system
• Implement a solution enterprise-wide while allowing each operating company or business unit the flexibility to maintain their own recognition program identities
• Modify and improve the solution technology• Enhance tracking and tax compliance processes• Open the recognition process to managers below the
executive level• Communicate the new solution
6© 2010 Hallmark
SolutionExelon Reward and Recognition Program
• Comprehensive discovery plan for identifying program objectives and requirements
• Robust data integration for accuracy and compliance• Meaningful awards with emphasis on timely recognition
and recipient choice • Extensive communication and training plan• Detailed online reporting to measure performance and
manager utilization
7© 2010 Hallmark
SolutionThe Four Ds
8© 2010 Hallmark
• Enterprise-wide needs• Tax Compliance• Exelon Commitment
• Identify behaviors to reward – connect to corporate objectives
• Identify/confirm incentives to engage entire base
• Establish metrics for success
• Communication plan• Branding
• IT integration of online solution, HRIS file, Payroll file
• Single Sign-On from Exelon intranet
• Rules and timelines for multi-level approvals
• Custom functionality
• Execute communication plan
• Ongoing measurement of program success
• Employee feedback – formal and informal
• Model for successful incentive programs for our clients
• Understand and assess client situation • Create
incentive strategy
• Build and test the solution
Development
• Launch and measure program
SolutionRPI Best Practices
• Management Responsibility– Committed to program objectives
and administration
• Recognition Strategy– A successful program encompasses
formal, non formal, monetary, non monetary etc. Exelon’s program includes formal cash and gift certificate programs and less formal practices like logo merchandise.
• Recognition Measurement– Program Awareness & Adoption
• Recognition Training– Administration training
• Communications plan– Plan followed Cascade Model– Update and publish Recognition
policies and guidelines– Pre launch communications– Orientation materials– Recorded demo of new solution
• Events and Celebrations– Departmental outings to the ballpark
for team building or group recognition.– Chief Fun Officers (CFOs) appointed
within HR to plan informal low or no cost fun activities for employees.
– Taste of Asia and other similar events for other employee network groups to sample cuisine and enhance diversity awareness.
• Program Change and Flexibility
– Evaluation of new program enhancements to meet new goals of the organization
9© 2010 Hallmark
SolutionExelon Reward and Recognition Program
• Program Overview:– Enterprise-wide including union
population– Accessible to all 700 key level
managers – Exelon branded solution– Single sign-on access– HRIS and payroll integration– Up to 5 levels of nominations and
approvals depending on various business rules
– Proxy access– Reporting based on position
management and user role
10© 2010 Hallmark
SolutionProgram Logistics
• HRIS file is updated weekly• Payroll file is distributed bi-
weekly• Easy access through Exelon
intranet via single sign-on• Proxy privileges • Two programs with unique
rules– Cash Recognition– Premiere Choice Gift
Certificate Awards
11© 2010 Hallmark
SolutionNominations and Approvals
• Approver notification upon login
• Manage approvals page
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Solution Premiere Choice Gift Certificate Award
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Award includes personalized message of up to 500 characters, multiple logos for all business units, three delivery methods
SolutionCash Award
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Award emailed to nominator to print and present to recipient
Solution Redemption Home Page
• Recipients are able to redeem their awards online or use mail-in redemption form
• Award includes redemption instructions along with URL, award number and award value
• Fulfillment of gift cards - same business day
15© 2010 Hallmark
Solution Merchant Selection Page
• Recipients are able to redeem their Awards for numerous merchant gift cards
– Merchant selection– Merchant information, store
location, terms & conditions
16© 2010 Hallmark
SolutionCommunication
• A robust communication plan was implemented– Project plan began approximately 1 year prior to launch– Communications planning started four months prior to launch– Cross-departmental representation on communications team– Audiences, messages and vehicles identified – Vehicles included department meetings, emails, company
newsletters, multiple WebEx demos, online FAQs
17© 2010 Hallmark
SolutionTraining
• WebEx Training– 185 managers attended one of
two available WebEx training sessions prior to launch
– Reviewed Exelon Reward and Recognition philosophy and policies
– Conducted a live demonstration of the new solution
– Q&As were addressed using a private chat function
18© 2010 Hallmark
Results
This is a great program. This is not an area that I would skimp on for “budget” purposes. Remember, this is one of the areas that our troops are clamoring for -- greater recognition. Please encourage the use of this program with your staff. We’ll track it’s use as a team.
- Matt Hilzinger, SVP & Chief Financial Officer, Exelon
A bit of feedback on the new Program. I was in there last week for a Gift Certificate … First, cutting the bureaucracy out was great (giving key managers authority) and it was nice to do something which should take 10 minutes and it actually did!. Two, the system is a piece of cake to use and very user friendly. Lastly, Steve Baniecki was very helpful walking me through my first time.
- Jimmy Llende, Director External Reporting & Analysis
Via this email, I want to recognize your [Steve] and George’s effort in making this happen. I’d ask also as our account lead, you contact Hallmark with the feedback that they have gone the extra mile for our Generation team and the extra session to train our report points of contact. If I could nominate them for certificates, I would.
- Jim Byrne, Compensation Manager
19© 2010 Hallmark
20
Results
0
1000
2000
3000
4000
5000
6000
7000
8000
3873
7336 69256284
Pre
mie
re C
ho
ice
Aw
ard
s Is
sued
October – March of Each Year
Total Number of Gift Cert. Awards Given
2006
2007
2008
2009
21© 2010 Hallmark
$0 $10 $20 $30 $40 $50 $60 $70 $80 $60
$70$60
$80
Do
llar
Am
ou
nt
October – March of Each Year
Average Gift Cert. Award Amount
2006
2007
2008
2009
Results
Insights
• Key Learnings– Benefits of a detailed comprehensive scoping plan– Aligning calendars early to coordinate IT resources– Regular status meetings for updates and deliverables– Representation from the field– Previews of functionality for end-users– Key Performance Indicators
• What’s next?– Launching an HR Portal by the end of 2010
• Links to recognition tool and policies
– Enhanced nominations and approval tracking• Additional proxy email functionality to streamline approvals
– Ongoing manager training and communication – Introduction of new functionality to keep the program fresh
22© 2010 Hallmark
Questions?
Thank you!
Steve BanieckiExelon Corporation
Lisa HerwersHallmark Insights
Jada SudbeckHallmark Insights
23© 2010 Hallmark