gaining altitude in the new world of workforce recognition systems 2008 rpi conference
TRANSCRIPT
Gaining Altitude in the New World of Workforce Recognition
Systems
2008 RPI Conference
AgendaSHARE Vision-Strategy- Goals
EXPLAIN Alignment with Compensation
PlatformEnterprise ProgramsCorporate ProgramsTools
INFORM Results
2008 Plans
EDUCATE Lessons Learned
ENTERTAIN
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Recognition Vision
As part of our people strategy, we
are committed to recognizing
employees for significant
milestones, day-to-day
contributions and performance
which are linked to the company’s
business strategy.
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Recognition Strategy
Our recognition strategy is centrally
defined and supported with corporate
programs while also providing tools,
training and resources to business units
to use as part of a disciplined approach
to promote a culture of appreciation and
performance-based recognition.
The goals of the recognition plan include:
To make recognition 100 percent accessible to the entire Delta population
To assist leaders in recognizing employees more than four times a year
To act as a customer-centric internal resource to facilitate division recognition initiatives
Goals for Recognition
1.
2.
3.
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Alignment with Compensation
Targeted use of:
Variable Rewards
Incentives
Recognition
Contests to drive performance…
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RecognitionRecognition
Targeted IncentivesTargeted Incentives
Variable RewardsVariable Rewards
Base SalaryBase Salary
MDR currently supports all Delta’s non-cash programs and will eventually expand to support cash programs
Alignment with Compensation
www.mydeltarewards.com A leading concept.
As an enterprise platform, it supports more than twenty five
recognition and reward programs at any time that more than 55,000
employees can access 24/7.
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mydeltarewards.com
Programs exist to help employees, managers and business leaders target, identify and recognize the day-to-day desirable behaviors consistent with Delta’s business priorities and strategy.
Gaining AltitudeGaining Altitude is an enterprise-wide, peer-to-peer nomination-based recognition program. The objective of Gaining Altitude is to enable employees to recognize each other and to receive recognition for their contributions that drive the company’s strategy.
Gaining AltitudeFour Gaining Altitude performance recognition categories:
COST SAVINGS
CUSTOMER SERVICE
OPERATIONAL EXCELLENCE
REVENUE GROWTH
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Gaining Altitude
Three distinct performance levels that support the four performance categories:
Lift Daily efforts and improvements that consistently meet or exceed normal expectations
Fly Contributions that are significant and well outside the normal goals and expectations
for a position
SoarContributions that are significant and rarely demonstrated by others
Gaining Altitude has achieved its objective with
more than 24,000 nominations in 2007.
Four out of five employees who receive recognition via this program report
that it motivates them to continue to improve their
job performance.
Chairman’s ClubNow in its 12th year, Delta’s
Chairman’s Club is a nomination-based pinnacle recognition
program which recognizes the top 100
employees whose determination
and dedication have made a difference in the
lives of its customers, communities, and
other employees
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Chairman’s Club
It is the most
prestigious corporate
recognition a
Delta employee can
receive, reserved for
only the highest
performers in every
area
of their jobs.
Chairman’s Club
Each year, the Club inducts 100 new members
nominated by their peers and then reviewed and
selected by Delta’s leadership. ..
A once-in-a-lifetime
honor…
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Chairman’s Club
It is truly an honor just to be
nominated for Chairman’s Club.
In fact, each first-time nominee
receives a special pin and note
card of congratulations
Chairman’s Club
NOMINATIONS
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Chairman’s Club
Each year, Chairman’s Club Awards are presented at an
event hosted by Delta senior leadership that includes a
black tie cocktail reception, dinner, awards ceremony
and entertainment.
Chairman’s Club Overnight accommodations for honoree and guest
100,000 total reward points
Decal bearing their name on the exterior of an aircraft
A unique Chairman’s Club lapel pin
A commemorative photo with our CEO and Chairman of the Board
Chairman’s Club Wall of Honor at Headquarters
Two positive space first class tickets system wide
Chairman’s Club branded business cards
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Chairman’s Club
A magnificent event that takes
many months of planning to
execute.
Delta’s Sr. Leadership takes this
opportunity to truly,
humbly celebrate and honor
those
who excellently serve on the
front
lines each and every day.
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Community Engagement
Community Engagement is a
behavior-influencing program for all
employees that supports Delta's
charitable initiatives by providing
small rewards to encourage volunteer
participation in any corporate-
sponsored event such as blood
drives, JDRF walks, MOD walks,
Relay for Life, AIDS Walk, and
Habitat for Humanity.
Community Engagement has achieved its objective with more than $300,000 raised for charity in 2007.
More than 5200 pints of blood were donated, the
highest corporate contribution in Georgia.
23 Business Unit Programs Supported
Business Unit Programs
Community Engagement Encourage volunteerism
Credit Card Fraud Identify suspicious credit records
Every Bag Counts Collect baggage charges for overweight/oversize luggage
Recognizing Educational Achievements Program
Professional certification or Master's Degree
The Reservations Sales Incentive Program
Transfer DL customers to vendor partners
Customer Care Incentive
Work through letters and reduce backlog of responses
Domestic Incentive Goal Meet/exceed sales goals
Nugget
RASM, DB/SS, High/Low Yield Spill; Fourth Goal is Delta RASM vs. Industry and worth
Sales Team Achievement Reward Reward sales achievement
SkyMiles GroupMeet/exceed incremental NTR goals
TechOps Sales Exceed revenue goals
Business Unit Programs
Business Unit Programs
SkyMiles Application Promo Sign up for SkyMiles account
Delta After DarkParticipate in cleaning activities
EDDIE Award (Crown Room Club) Customer service recognition
Delta/Song Mainline Integration Integration of DL/Song
Flight Attendant Forum“Thank you" for hard work during transition
Care Team Award Response to Comair accident ’06
Peach Corps (ATL peak staffing volunteers)
Volunteer during peak travel times while not on duty
Pass Travel Contest Drawing from contest entries
Delta.com Usability test Delta.com usability tests
FACTs Training CompletionComplete training prior to deadline
IFS Safety Incentive Increase safety awareness
IFS Emergence Contest Emergence activity awareness
Business Unit Programs
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Every Bag CountsEBC - Every Bag Counts is a behavior- influencing program that encourages employees in baggage handling departments to collect baggage charges for overweight/oversize luggage.
Every Bag Counts
2005 Blended Average = 71.91
2006 Blended Average = 84.16 (17% year over year growth)
2006 Pre-program Average = 72.14
2006 Post-program Average = 101 = 40% Performance Gain
Every Bag Counts Program Yields Big Gains
Begin Every Bag CountsBegin Every Bag Counts
2005 High Point Before Every Bag Counts2005 High Point Before Every Bag Counts
2005 Rate
2006 Rate
$0.00
$0.20
$0.40
$0.60
$0.80
$1.00
$1.20
$1.40
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Job Well DoneA Job Well Done is a customer-
driven nomination recognition
program.
Delta’s 58,000 Platinum Flyers
can directly recognize a front-
line employee for exemplary
service or performance.
Job Well Done Goals
Engage and empower our most valued customers
in recognizing outstanding performers
Recognize and reward performers
who provide outstanding
service to our customers
1 2
Job Well Done• Letters mailed to all 58,000 Platinum Flyers explaining the
program
• Each Platinum Flyer received four certificates to hand out to a front line employee at their discretion
• Each certificate has a code on the back which is linked to the Platinum Flyer
• The recipient must enter the award code into the system for validation
• Each certificate is worth 2500 MDR total reward points which are deposited into the qualified, employee reward account
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Job Well Done
6,700 out of 58,195 Platinum Members responded (12%)
11,440 out of 232,780 Certificates have been used (5%)
28.6MM MDR Points Deposited
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Job Well Done
Universal Rewards Mall
The research shows that employees want reward choice, value, and brands they trust
With more than 5 million items, starting at just 3000 points, the Universal Rewards Mall delivers an unparalleled reward experience!
Giving employees what they want…
International Solution
5000+ International Participants
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Management Tools Recognition e-learning courses give
a complete overview of the philosophy behind Delta’s reward and recognition strategy
Program-specific e-learning tools give comprehensive information on program rules, processes and rewards
Employee Recognition Resource Center provides the central location
for recognition information at Delta Air Lines
MDR training tools can be found on the platform to address user
questions on system functionality as well as tutorials, HELP and FAQs
Management ToolsRecognition Resource Center
1. Gaining Altitude Manager Guide
2. Gaining Altitude E-Learning
3. Gaining Altitude Super Approver Guide
4. Chairman’s Club Step-by-Step Guide
5. Chairman’s Club Selection Guide
6. Nomination Evaluation Matrix
7. Retirement Guide
8. Service Award Guide
9. Celebrations Guide
10. Articles & Checklists
Measurement Summary
71%Participation
Measurement Summary
481,580Recognition Contacts
1,444,740Recognition Impressions
Measurement Summary
Measurement Summary
760,417,120
Reward Points Redeemed
Measurement Summary
70,629Orders Processed
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Plans for 2008 – Revisiting The Vision
• Revamp Service Award Program • Surveys
• Revamp Retirement Programs • New Programs
• MDR Software Upgrade • INTL Solutions
• Updated Training
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Lesson Learned # 1
Develop a Roadmap It can’t all be done at once
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Run Enterprise Programs
Support Business Unit Programs
Lesson Learned # 2
Define Your Deliverables
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Lesson Learned # 3
Pick Your Partner…
VERY Carefully.
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Lesson Learned # 4
Expand Your Planning Horizons
Back-up, Succession, and Survivorship
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No one knows how well you’re doing…
Lesson Learned # 5
… until you tell them how well
you’re doing
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Reinvent Yourself Every 3 Years
Lesson Learned # 6
Thank you for your time…
Kimberly Smithson-AbelVP Strategy & Business Development
Stephanie MerchioreSpecialist, Employee Recognition100 N. Rupert Street
Ft. Worth, TX 76107
817-332-6765 ext 253
1030 Delta Blvd. • 1st Floor, Department 901Atlanta, GA 30320-6001