ourVOICE Introduction and Challenge creation
REFERENCE LINKS FROM ARTICLE ourVOICE poster: http://issuu.com/abmlq/doc s/ourvoice?mode=window &viewMode=doublePage
ourVOICE introduction: ourVOICE is an emerging innovation designed to promote an internal, perpetual learning and quality culture across service locations by listening to our employees. A special whiteboard (which allows you to stuff it with a poster under the writing surface), a poster, some magnets and 3 by 5 cards make up this unique site level approach to collaboration. Digital view of ourVOICE poster: click to view ourVOICE poster. Pre-determined challenges are posted by the business unit, region, marquee customer, etc. at the site location and team provides responses to the challenge. Monthly winners are produced, one at each site and one at the enterprise (across all participating sites) per challenge / per month. Challenge creation: When I sat down to compose some challenges it was tough, here are some things you may consider as you start working down this path: 1. Challenges should not have one correct response 2. Brief relevant challenges which address areas that can have a tangible response 3. Employee can relate and offer responses pulling from their intuition and site experience 4. Simple and straightforward requiring little to no explanation 5. Known areas which differentiate us in the market 6. Frustrating or pain points for employees which have a definitive solution 7. Client “sore spots” Creating a challenge for one service vertical or client (marquee) are a bit easier as the team can relate to specific challenges. When creating challenges for a site location with blended services it is a bit tougher. You may consider: Creating high level challenges that apply to all for blended service sites Use your service specific level challenges and rotate between services from month to month To help get your head into the swing of things some examples have been
ourVOICE Introduction and Challenge creation provided in three categories; blended service site; singular service site; marquee client (multi location) site. Blended service site: 1. Everyday practices to stay safe 2. Exceeding customer expectations, what is your trick? 3. Most effective way to communicate client feedback Singular service site: 1. Must check items on a quarterly PM 2. Finishing touches on a service call (extra mile) 3. Awareness of smells, sounds, and items viewed Marquee client (multi location) 1. Building strong teams across multiple locations 2. Learning client specific facts 3. Communicating items noticed while engaged in service or PM
Rules of engagement: An ourVOICE challenge is active for six weeks, the first three weeks directly involve the site leveraging local tools, and the second three weeks leverage remote tools. Site activity occurs on the first Monday of the week (predictable for site employees). First Monday: 1. Site employees: No action 2. Site leader: Goes to facebook.com/abmlq site and pulls down appropriate challenge 3. Site leader: Handwrites challenge on board in all site spoken languages 4. Site employees: Read the challenge and begin experimenting with the best solution Second Monday: 1. Site employees: Using the provided 3 by 5 index cards employees write their response on the lined side and their name and posting location (only nine response posting locations on board) on the back of the card 2. Site leader: Encourages employees to post responses and reminds employees that only nine responses per challenge are allowed
ourVOICE Introduction and Challenge creation Third Monday: 1. Site employees: All (not just those with response entries) review and vote on their favorite response(s). NOTE: employees can only vote once per response. 2. Site leader: Once all votes are in (sometime during week three) a picture is taken showing all responses and the winner for the month (if the employee is comfortable, if not then just a picture of the board) 3. Site leader: Responses are left on the board until the first Monday of the following month 4. Site leader: Towards the end of the week enters in winner and their response to the facebook.com/abmlq location Fourth Monday: 1. Site employees: May elect to vote for their location winner and / or the best response, in the enterprise voting area: facebook.com/abmlq 2. Site leader: Encourages employees to participate electively. Five and Six weeks: 1. ABMLQ: pulls information from aforementioned Facebook page and generates learning and quality content. Once produced redistributes to participating ourVOICE locations 2. Site leader: Distribute produced learning and quality content