Employee Engagement best practice examples Premier Inn Sun Microsystems

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "Employee Engagement best practice examples Premier Inn Sun Microsystems"

Transcription

1 Employee Engagement best practice examples Premier Inn Sun Microsystems BSkyB L&Q Kings Lynn & Norfolk Borough Council J Sainsbury Centrica Timberland SouthWest Airlines Nationwide Camelot KPMG W L Gore & Associates AXA Premier Inn Premier Inn has a firm belief that people hold the key to its success and there is focus on employees right across the organisation. The WINcard, its scorecard business performance measurement tool, targets three key stakeholders, people, guests and investors and performance targets are set and monitored; also employees are rewarded and incentivised against these. Reward and recognition of employees takes place as part of a recognition scheme which includes an annual conference with award presentations based on team, hotel and individual achievements. Employee engagement is monitored as part of the WINcard. An engagement survey is held annually, with a summary of the results circulated to every employee. From individual plans, a company action plan is circulated to all employees. The company believes it provides employees with great places to work in and a great product to work with. Premier Inn aims to provide a positive, flexible working environment to help employees combine work and family responsibilities. A dedicated Talent Planning team aims to support and develop individuals from within. Sun Microsystems Managers of virtual high tech teams face particular engagement challenges. Fostering employee engagement needs special attention in a dispersed global environment with flexible working practices, which potentially can cause disconnection, isolation and disengagement. At Sun Microsystems, now part of Oracle, the CEO interacts with employees through a forum on the intranet, which helps employees keep in touch with the corporate goals and direction where feedback and opinions can be expressed to the top team. Technology directions are debated through a blog. Business Unit Heads and Executive Vice presidents hold regular town hall meetings with employees. Various forums, communication media and events maintain information and dialogue including contact with employees families.

2 BSkyB At BSkyB, the satellite broadcaster has taken steps to encourage involvement and discussion. Sky Forum, an elected body of about 70 employees, puts forward staff views and ideas at regular meetings with the chief executive. A "Joining In" scheme encourages employees to volunteer for community or arts work. The company promotes well being through a programme fostering a healthy lifestyle, called "Keeping Karma". An annual survey of employees keeps in touch with key employee issues. London and Quadrant Housing Association (L&Q) London and Quadrant Housing Association (known as L&Q) has had to devise business strategies to deal with the harsh realities of reduced rents, increased interest rates and very significantly reduced government grant. Leadership and culture change was recognised as a major factor in organisational delivery. To develop leadership at all levels in the organisation and to encourage collaborative learning and working was seen as a core element in meeting L&Q s strategic vision. Based on the principles of collaborative learning, an L & Q Leadership Academy provided an opportunity for leaders to work together to develop the leadership capacity to deliver the 5 Year Corporate Plan and key future strategic initiatives, and to increasingly build a culture of shared leadership. By taking part in the L & Q Leadership Academy, participants have been able to develop their own skills in learning and develop their capacity to lead the learning of others both in formal collaborative learning groups and in their day to day leadership roles. The Executive group collectively summed up their learning process: The outcome of our journey so far has been very significant, described as shifting tectonic plates, a fundamental change.

3 King s Lynn and Norfolk Borough Council King s Lynn and Norfolk Borough Council ran a campaign to address poor morale, which was reflected in low scores in its staff survey, and overhaul the poor reputation of the council internally and externally. A staff led programme of change was instituted, founded on two way feedback. The initiative involved setting up focus groups to get to the root of the issues, devising an online question and answer forum fronted by the senior management team, weekly team management updates alongside staff briefing notes and face to face core briefings and team meetings, a re launched staff newsletter with an editorial board involving service areas and staff, plus an annual 'It s All About You' staff recognition event, with a revamped induction involving the chief executive. The campaign achieved a significant uplift in scores from the 2007 staff survey 85 per cent agreed they were proud to work for the council. This was also mirrored in dramatically improved resident s satisfaction ratings. J Sainsbury J Sainsbury puts a priority on employee communication. CEO Justin King writes a monthly letter to employees on progress and business plans. It has an active suggestion scheme process to date there have been 30,000 suggestions. Weekly visits by executives to the shop floor, listening to colleagues and finding ways to put their ideas into practice are examples of a listening approach. To track ongoing colleague engagement, the business uses its rolling annual survey 'Talk back' combined with a monthly online survey, the 'Colleague Panel'. In parallel, engagement with customers is a priority through monthly surveys, regular feedback from its loyalty card customer base and weekly checks for what s on the customer s mind. Since 2010 it also publishes quarterly reports on social issues. Centrica Centica tracks customer and employee feedback regularly and takes action on the results. Customer 'net promoter' scores come in weekly or monthly, letting each team see customers' opinions on service they provide. Employees receive feedback through a formal half yearly appraisal which links to performance bonuses. Centrica runs an annual company wide employee survey. An engagement team follows up particular employee issues. For example, feedback was given that there were few thank you s for a job well done. Actions were taken and the score a year later showed substantial improvements. There is now a longer term strategy for integrating employee engagement into the customer focus of the organisation, thereby putting a business value on employee engagement.

4 Timberland Leisure wear company Timberland believes Making a Difference is Our Job. According to its website, it has a mission to equip people to make a difference in their world. It sees working at Timberland is really about bringing four simple ideas alive: People. It s about carving your own path. And leaving your own footprint. Values. Humanity. Humility. Integrity. Excellence. These are the four core values that we inject into everything we do, every day. Purpose. Creating positive change in our company, community and environment. Any way you can. Passion. Being relentless and driven. And without boundaries. Its People Philosophy is that Timberland is only as good as the people who work here. Whether we re creating a new product, opening a store, or serving the community, we do it better when we do it together. If one person can make a difference, together we can change the world and that s a great return on our investment. It sees that employees can expect opportunities to learn and engage. And a work environment that s positive, inclusive and inspiring. Each and every day. In return it expects commitment to apply your passion and talents, while making a positive impact on the Company, the community, and yourself. The Timberland Company gives its employees paid leave to work as volunteers for a national youth community service organization. SouthWest Airlines Often quoted as a pinnacle of great customer service, SouthWest Airlines is an organisation that puts the employee at the heart of its organisation. Stringent recruitment and selection processes mean that involve the customer mean that it recruits people with the right attitude and approach who take pride in serving the customer. SouthWest s values of family and fun put great emphasis on involving their employees and creating a stimulating place to work. This pays off in the commitment and dedication of its staff. SouthWest is continually voted number one for customer service in US.

5 Nationwide An organisation noted for its high levels of customer service, Nationwide has created an initiative called Pride, to promote engagement. Of his employees the Managing Director comments I want them to feel proud and committed to working for this organisation. "In getting that right, the passion for Nationwide is shared with our customers. They like us for doing that and are then advocates for the organisation and do more business with us, and our results improve." People initiatives are a key part of a five 'Ps' strategy products, processes, people, pride and performance. If you can get the first four right, you don't have to worry about performance, he says. "And the people equation is the vital, vital ingredient in that mix." Nationwide has developed an effective way of allowing senior managers to listen to the concerns of its employees. On a regular basis large groups of staff come together with a panel of two to four senior managers. The session, called Talkback, encourages employees to talk and debate with their managers on current issues and future plans. There is no agenda and everyone is encouraged to speak out and freely air their views. Camelot Lottery organiser Camelot has measurably improved its customer satisfaction; and engaging and consulting with its people has been an important element of that. Consultation contributes to strategic decisions and influences the development of work programmes. Engagement mechanisms include: A weekly cascade of business information Intranet and company wide A confidential annual staff survey Staff Consultative Forum Feedback has led to senior manager road shows to improve contact with employees around the UK and regular 'speakeasies' where staff can raise issues confidentially with directors.

6 KPMG KPMG measures and acts upon engagement levels. "For us, employee engagement is what it's all about," said Nicola Greenway, senior manager, UK people management at KPMG. "It's the link between our people strategy and retention of top talent." WL Gore & Associates WL Gore & Associates (Gore Tex) has become a regular three times winner of the Sunday Times' Best Companies to Work For' award. It takes a very positive, employee centred view of company performance. Employees are all termed associates, and teamwork is so important that colleagues' rating of each other is a contributor to pay. A senior manager highlighted the unique company culture: "It's belief in the individual. We try to let people do things they are good at as opposed to forcing them into things they are not good at. A lot of why we have been successful is down to the way we treat people and how people react to that. It works for us and makes us a good place to work, and a very productive place to work." AXA Insurer AXA sought to rebrand itself with a new strap line "Redefining standards". The company aimed to remove the impression which market research told the company, that it was seen as cold and impersonal, that it needed to become an insurer of choice and tackle the general decline in trust in financial institutions that had been arisen from the financial crisis. A traditional approach would have been simply to spend money on marketing and advertising, and indeed a substantial sum 4million, was allocated to do so. However, importantly, changes went on within the company which meant that the process was much more effective. AXA set up a branding task force made up of functions right across the business and not just marketing, canvassing executives, customers and employees. Three attributes emerged, that the company must be available, attentive and reliable. The next step was the identification of exactly what behaviours and competencies were needed to achieve these, both from managers and from people dealing with the customer on front line. The resulting high levels of engagement were much more effective because it led to increased levels of commitment and understanding. One of the implications that came out was the employee expectation that managers needed to be role models of the new values. A lot of time and effort has therefore gone into leadership programmes and also into performance management, action plans and monitoring based around new competencies. The customer is noticing an improvement, according to customer satisfaction ratings.

Copeland Borough Council. Communications Strategy 2006/7

Copeland Borough Council. Communications Strategy 2006/7 Copeland Borough Council Communications Strategy 2006/7 CONTENTS Introduction: Why Communicate? - external communications - internal communications The Purpose; - what is a communications strategy? - what

More information

Internal Communication and Engagement Manager (part-time)

Internal Communication and Engagement Manager (part-time) Internal Communication and Engagement Manager (part-time) Main purpose of job To develop and manage internal communication and engagement programmes to support Alzheimer s Society projects, activities

More information

Chesterfield Borough Council. Internal Communications Strategy. April 2014 - April 2017.

Chesterfield Borough Council. Internal Communications Strategy. April 2014 - April 2017. Appendix 1 Chesterfield Borough Council Internal Communications Strategy April 2014 - April 2017. Section 1: Introduction 1.1 Chesterfield Borough Council s single biggest asset is its employees. 1.2 It

More information

Applies from 1 April 2007 Revised April 2008. Core Competence Framework Guidance booklet

Applies from 1 April 2007 Revised April 2008. Core Competence Framework Guidance booklet Applies from 1 April 2007 Revised April 2008 Core Competence Framework Guidance booklet - Core Competence Framework - Core Competence Framework Core Competence Framework Foreword Introduction to competences

More information

1. An overview of local authority communications p3. 2. New National Reputation Project p3. 3. Key aims of the Corporate Communications Strategy p4

1. An overview of local authority communications p3. 2. New National Reputation Project p3. 3. Key aims of the Corporate Communications Strategy p4 Corporate Communications Strategy 2010-2015 Contents 1. An overview of local authority communications p3 2. New National Reputation Project p3 3. Key aims of the Corporate Communications Strategy p4 4.

More information

CORPORATE DIRECTOR (CORPORATE SERVICES)

CORPORATE DIRECTOR (CORPORATE SERVICES) REPORT TO: THE MORAY COUNCIL - 28 th SEPTEMBER 2011 SUBJECT: EMPLOYEE OPINION SURVEY 2011 BY: CORPORATE DIRECTOR (CORPORATE SERVICES) 1. REASON FOR REPORT 1.1 To update the Council on the results of the

More information

Nottingham City Homes

Nottingham City Homes Nottingham City Homes Internal Communications Strategy 2012 2015 1. Introduction 1.1 Our Corporate Plan for 2012-15 sets out our commitment to creating homes and places where people want to live. Achieving

More information

Case Study / A global customer service academy that creates a comprehensive cultural shift

Case Study / A global customer service academy that creates a comprehensive cultural shift Case Study / Sales staff worldwide equipped with the mindset and behaviours to deliver consistently high standards of customer service A global customer service academy that creates a comprehensive cultural

More information

January 2016. Communications Manager: Information for Candidates

January 2016. Communications Manager: Information for Candidates January 2016 Communications Manager: Information for Candidates Thank you for expressing interest in the role of Communications Manager. We have compiled this information pack to tell you more about The

More information

Leading Positive Performance: A Conversation about Appreciative Leadership. Diana Whitney, Phd, Amanda Trosten-Bloom and Kae Rader

Leading Positive Performance: A Conversation about Appreciative Leadership. Diana Whitney, Phd, Amanda Trosten-Bloom and Kae Rader Leading Positive Performance: A Conversation about Appreciative Leadership Diana Whitney, Phd, Amanda Trosten-Bloom and Kae Rader This is a preprint of an article published in Performance Improvement journal,

More information

NORTH EAST SCOTLAND COLLEGE HUMAN RESOURCES STRATEGY. Version Date: 18 November 2014 Approved by: Human Resources Committee

NORTH EAST SCOTLAND COLLEGE HUMAN RESOURCES STRATEGY. Version Date: 18 November 2014 Approved by: Human Resources Committee NORTH EAST SCOTLAND COLLEGE HUMAN RESOURCES STRATEGY Version Date: 18 November 2014 Approved by: Human Resources Committee HUMAN RESOURCES STRATEGY 1.0 Introduction 1.1 The merger of Aberdeen and Banff

More information

The role of Head of HR

The role of Head of HR The role of Head of HR Brook is looking to appoint its first permanent Head of Human Resources as part of the final stages of merging into single, unified organisation. This role will develop an ongoing

More information

INVESTORS IN PEOPLE BRONZE ASSESSMENT REPORT

INVESTORS IN PEOPLE BRONZE ASSESSMENT REPORT INVESTORS IN PEOPLE BRONZE ASSESSMENT REPORT for Bedford Citizens Housing Association Page: 1 of 13 Key Information Assessment Type Investors in People Specialist Assessment Jeannette Stanley Visit Date

More information

Turning around morale and employee engagement within a dispersed construction business

Turning around morale and employee engagement within a dispersed construction business Turning around morale and employee engagement within a dispersed construction business Award Submission Contents Executive Summary 2 Situation Analysis 3 Goals and Objectives 4 Research 5 Target Publics

More information

Investors in People Assessment Report. Presented by Alli Gibbons Investors in People Specialist On behalf of Inspiring Business Performance Limited

Investors in People Assessment Report. Presented by Alli Gibbons Investors in People Specialist On behalf of Inspiring Business Performance Limited Investors in People Assessment Report for Bradstow School Presented by Alli Gibbons Investors in People Specialist On behalf of Inspiring Business Performance Limited 30 August 2013 Project Reference Number

More information

Middlesbrough Manager Competency Framework. Behaviours Business Skills Middlesbrough Manager

Middlesbrough Manager Competency Framework. Behaviours Business Skills Middlesbrough Manager Middlesbrough Manager Competency Framework + = Behaviours Business Skills Middlesbrough Manager Middlesbrough Manager Competency Framework Background Middlesbrough Council is going through significant

More information

Our Framework Summary

Our Framework Summary Our Framework Summary REVIEW Evaluate and improve P Develop str improve Take action to improve DO We believe organisations succeed by realising the potential of their people. Because good people make a

More information

Tenancy Support Manager Recruitment. June 2014

Tenancy Support Manager Recruitment. June 2014 Tenancy Support Manager Recruitment June 2014 Tenancy Support Manager Thank you for your interest in the above position at Newport City Homes. This information pack contains the following: About Newport

More information

North Ayrshire Council. Performance Management Strategy

North Ayrshire Council. Performance Management Strategy North Ayrshire Council Performance Management Strategy February 2015 Contents 1. Foreword... 3 2. Introduction... 3 3. What is performance management?... 4 3.1 Why is it important to North Ayrshire Council?...

More information

CEM+ Snapshot. Introduction

CEM+ Snapshot. Introduction Defining Your Customer Experience JOURNEY Many organisations seek to differentiate through customer experience, yet few have a systematic process for doing so. Different executives have different ideas

More information

Equality & Diversity Strategy

Equality & Diversity Strategy Equality & Diversity Strategy Last updated March 2014 1 Statement of commitment Ombudsman Services is committed to equality of opportunity and respect for diversity. As an equal opportunities employer,

More information

WINNER S CASE STUDY. Project Management Company of the Year 2011 Moorhouse

WINNER S CASE STUDY. Project Management Company of the Year 2011 Moorhouse Category Winner Project Management Company of the Year 2011 Moorhouse Sponsor Overview Moorhouse helps organisations design and deliver successful transformation using a structured programme and project

More information

SCOUTING FOR ALL OUR STRATEGY

SCOUTING FOR ALL OUR STRATEGY SCOUTING FOR ALL OUR 2014 18 STRATEGY scouts.org.uk/2018 THE CHALLENGE AHEAD Scouting is already one of the greatest movements the world has ever known. Scouts have walked on the moon, rowed across oceans,

More information

4,500 6,000 239 6.5. training days per employee, enhanced staff communication sessions. Over. volunteers participating in

4,500 6,000 239 6.5. training days per employee, enhanced staff communication sessions. Over. volunteers participating in 6.5 4,500 training days per employee, enhanced staff communication sessions Over 6,000 239 volunteers participating in More Time Reaching Community projects Teamwork for growth Executive Management s Report

More information

customer experiences Delivering exceptional Customer Service Excellence

customer experiences Delivering exceptional Customer Service Excellence Delivering exceptional customer experiences Customer Service QA can work with you to create customer experiences that consistently reflect the aims, values and aspirations of your organisation. Every organisation

More information

Damers First School Teaching & Learning Policy

Damers First School Teaching & Learning Policy Damers First School Teaching & Learning Policy DAMERS FIRST SCHOOL HAPPY CHILDREN & HIGH QUALITY OHANA! In our family NO ONE GETS LEFT BEHIND Because we believe CHILDREN ARE OUR FUTURE. TEACH THEM WELL

More information

Test your talent How does your approach to talent strategy measure up?

Test your talent How does your approach to talent strategy measure up? 1 Test your talent How does your approach to talent strategy measure up? Talent strategy or struggle? Each year at Head Heart + Brain we carry out research projects to help understand best practice in

More information

Philanthropy Toolkit

Philanthropy Toolkit Philanthropy Toolkit Philanthropy at Jones Lang LaSalle At Jones Lang LaSalle, we believe that helping our communities is part of our culture. That s why we ve developed Community Connections, our comprehensive

More information

Corporate Staff Survey Action Plan 2008. DRAFT v2.0

Corporate Staff Survey Action Plan 2008. DRAFT v2.0 Corporate Staff Survey Action Plan 2008 1 DRAFT v2.0 1 1. Working Conditions 1.1 Issue Possible Impacts Actions Owners Timescale Success Measures Identify key areas where dissatisfaction is dissatisfaction

More information

Through its people imperative, Tanfeeth shows that Business Services Partners can add value well beyond cost savings

Through its people imperative, Tanfeeth shows that Business Services Partners can add value well beyond cost savings Through its people imperative, Tanfeeth shows that Business Services Partners can add value well beyond cost savings As the Gulf Cooperation Council s (GCC s) first large-scale Business Services organization,

More information

STRATEGIC PLAN 2016-2018

STRATEGIC PLAN 2016-2018 STRATEGIC PLAN 2016-2018 INTRODUCTION FROM MANAGING DIRECTOR The importance of a strategic approach to improving young men s health remains strong and relevant as ever. I am pleased to introduce this three

More information

Seminar E3 Developing an Effective Leadership Culture to Support Business Change

Seminar E3 Developing an Effective Leadership Culture to Support Business Change Seminar E3 Developing an Effective Leadership Culture to Support Business Change Inji Duducu Group People Director Benenden @injiduducu The Benenden Story - transformation Background The Challenge April

More information

Premier Inn Career Guide

Premier Inn Career Guide Premier Inn Career Guide Contents 3 A Message from John Forrest 4 Get Earning, Get Learning, Get Qualified 6 Your Premier Inn Career Journey 8 Work Experience 10 Team Member 12 Team Leader 14 Food & Beverage

More information

Mole Valley District Council Corporate Communications Strategy 2002-2005

Mole Valley District Council Corporate Communications Strategy 2002-2005 Mole Valley District Council Corporate Communications Strategy 2002-2005 CONTENTS Content Section 1: Introduction Section 2: Stakeholders Section 3: Objectives Section 4: Targets Section 5: Principles

More information

Case study: developing an internal communications and engagement strategy

Case study: developing an internal communications and engagement strategy Case study: developing an internal communications and engagement strategy Writing an internal communications and engagement strategy that works isn t easy, but essential if you re going to focus on achieving

More information

Job description - Business Improvement Manager

Job description - Business Improvement Manager Job description - Business Improvement Manager Main Purpose of job The post has lead responsibility for optimising operational performance within the Operations directorate, and across the Society for

More information

INVESTORS IN PEOPLE REVIEW REPORT

INVESTORS IN PEOPLE REVIEW REPORT INVESTORS IN PEOPLE REVIEW REPORT Lower Farm Primary School Page: 1 of 13 CONTENTS Key Information 3 Assessor Decision 3 Milestone Dates 3 Introduction 4 Assessment Objectives 4 Feedback Against the Assessment

More information

FREQUENTLY ASKED QUESTIONS aspiring millionaires working together

FREQUENTLY ASKED QUESTIONS aspiring millionaires working together FREQUENTLY ASKED QUESTIONS aspiring millionaires working together Q: What is The Millionaires Network? The Millionaires Network is a global online business network for business owners and entrepreneurs

More information

The dissatisfaction with employee retention was the driver. Everything else stemmed down from that. (Recruitment and Training Manager)

The dissatisfaction with employee retention was the driver. Everything else stemmed down from that. (Recruitment and Training Manager) Case study Dealing with staff turnover a case study on getting and keeping the right people This case study looks at the experience of a high tech organisation that aimed to improve its staff retention..

More information

Graduate Diploma in. Management. (Grad.Dip.Mgmt)

Graduate Diploma in. Management. (Grad.Dip.Mgmt) cmi-ireland.com T: 01 492 7070 Graduate Diploma in Management (Grad.Dip.Mgmt) CMI Page 1 Graduate Diploma in Management About the Course CMI have teamed up with the ICM Institute of Commercial Management

More information

January 2016. Brand and Campaigns Executive: Information for Candidates

January 2016. Brand and Campaigns Executive: Information for Candidates January 2016 Brand and Campaigns Executive: Information for Candidates Thank you for expressing interest in the role of Brand and Campaigns Executive. We have compiled this information pack to tell you

More information

17,000 employees overall (13,000 full-time employees) & PR Architects Higher education Mining & basic resources

17,000 employees overall (13,000 full-time employees) & PR Architects Higher education Mining & basic resources 1 Section 1: Company details This section is not scored, however assessors will take any relevant information into account when reviewing your submission. Please ensure that all details in section 1, particularly

More information

Customer Experience Strategy

Customer Experience Strategy Customer Experience Strategy 2012 2017 Strategy owner: Executive Director Customer Services Customer Experience Strategy Feb 2013 v1.2 1 Defining and implementing a new Customer Experience strategy The

More information

Billings Clinic Re-designation

Billings Clinic Re-designation Billings Clinic Re-designation At the ANCC National Magnet Conference, more than 7,000 nurses and nursing executives from top hospitals celebrate Magnet Recognition and gather to share evidence-based practices.

More information

ENVIRONICS COMMUNICATIONS WHITEPAPER

ENVIRONICS COMMUNICATIONS WHITEPAPER ENVIRONICS COMMUNICATIONS WHITEPAPER Creating an Employee Centric Internal Communications Model April 2013 "The only irreplaceable capital an organization possesses is the knowledge and ability of its

More information

Number of staff responsible 11 for Budget responsibility ( ) 4,000,000. Purpose of Job:

Number of staff responsible 11 for Budget responsibility ( ) 4,000,000. Purpose of Job: Job Title Assistant Director, Policy, Intelligence and Analysis (incorporating Programme Director, Future Shape of the Council) Barnet Band and scale range 241-244 Reports to Director of Strategy (and

More information

New Zealand Community Sport Coaching Plan

New Zealand Community Sport Coaching Plan New Zealand Community Sport Coaching Plan 2012 2020 The Vision - World leading community sport coaching at the heart of a sporting nation NEW ZEALAND COMMUNITY SPORT COACHING PLAN 2012-2020 JULY 2012 CONTENTS

More information

CORPORATE COMMUNICATIONS STRATEGY 2016/19

CORPORATE COMMUNICATIONS STRATEGY 2016/19 CORPORATE COMMUNICATIONS STRATEGY 2016/19 1. INTRODUCTION Good communications are the mainstay of any successful organisation and local government is no exception to the rule. Research shows that communication

More information

Telefónica O2 UK Company Profile

Telefónica O2 UK Company Profile Telefónica O2 UK Company Profile Telefónica O2 UK, We re better, connected Our approach to corporate responsibility is simple. It s characterized by our focus on getting things done. As a business, we

More information

How are Asia s Leading Telcos Enhancing the Customer Experience?

How are Asia s Leading Telcos Enhancing the Customer Experience? How are Asia s Leading Telcos Enhancing the Customer Experience? Everybody knows that delighting your customers is good for business, but how many telcos actually do it? According to the following survey

More information

To liaise with other MSS departments and lead on the creative direction for their projects.

To liaise with other MSS departments and lead on the creative direction for their projects. Job Title: Location: Reports to: Creative Services Manager MS National Centre, London Head of Marketing and Brand Introduction to MS Society The MS Society is the UK s leading MS charity. Since 1953, we

More information

We believe organisations succeed by realising the potential of their people. Because good people make a great business.

We believe organisations succeed by realising the potential of their people. Because good people make a great business. We believe organisations succeed by realising the potential of their people. Because good people make a great business. Our unique approach The Investors in People Framework underpins our assessment methodology.

More information

Embedding our Values. Claire London, Head of Workforce Development Jeremy Over, Head of Workforce (Medical & Pay)

Embedding our Values. Claire London, Head of Workforce Development Jeremy Over, Head of Workforce (Medical & Pay) Embedding our Values Claire London, Head of Workforce Development Jeremy Over, Head of Workforce (Medical & Pay) Making a Difference Together Here at UCLH we are clinically excellent, consistently in the

More information

Instant Offices Employee Innovation. Case Study

Instant Offices Employee Innovation. Case Study Instant Offices Employee Innovation Case Study INSTANT: YOUR OFFICE. OUR BUSINESS Instant (www.instantoffices.com) was founded in 1999 to bring the fragmented serviced office market into one online market

More information

UNIVERSITY OF BRIGHTON HUMAN RESOURCE

UNIVERSITY OF BRIGHTON HUMAN RESOURCE UNIVERSITY OF BRIGHTON HUMAN RESOURCE STR ATEGY 2015 2020 Human Resources Strategy 2015 2020 01 INTRODUCTION In its Strategic Plan 2012 2015, the university has set out its vision, ambition and plans for

More information

Catching People Doing Things Right

Catching People Doing Things Right Catching People Doing Things Right A Simple Idea... Imagine if you could make it really easy for customers to give positive feedback What would you do with the flow of Thank You s and good news stories?

More information

PROPOSAL TO DEVELOP AN EMPLOYEE ENGAGEMENT PROGRAMME

PROPOSAL TO DEVELOP AN EMPLOYEE ENGAGEMENT PROGRAMME PROPOSAL TO DEVELOP AN EMPLOYEE ENGAGEMENT PROGRAMME DEFINITIONS OF ENGAGEMENT The concept of employee engagement has received growing interest recently, with a range of research into what engagement is

More information

Knowledge Management Strategy 2011-2014. Version 0.8

Knowledge Management Strategy 2011-2014. Version 0.8 Knowledge Management Strategy 2011-2014 Version 0.8 25 October 2011 1 1. Introduction 1.1 What is knowledge management? Knowledge management is creating, capturing, sharing and using the skills and experience

More information

OUR EXPERTISE TARGETS DRIVING CAMPAIGN SUCCESS CROWDFUNDING CHANGING THE FUTURE OF FINANCE. http://www.crowdfundingcampaigner.com

OUR EXPERTISE TARGETS DRIVING CAMPAIGN SUCCESS CROWDFUNDING CHANGING THE FUTURE OF FINANCE. http://www.crowdfundingcampaigner.com CROWDFUNDING CHANGING THE FUTURE OF FINANCE OUR EXPERTISE TARGETS DRIVING CAMPAIGN SUCCESS http://www.crowdfundingcampaigner.com CROWDFUNDING CAMPAIGNER 1 EXPERTISE FACILITATING Campaign Success Introduction

More information

People & Organisational Development Strategy

People & Organisational Development Strategy 2013-2018 People & Organisational Development Strategy Delivering excellent research Delivering an excellent student experience Enhancing global reach and reputation 1. Introduction Glasgow 2020: A global

More information

Capgemini UK Graduate Programmes

Capgemini UK Graduate Programmes What UK Graduate s Next > What You want to be inspired ing alongside industry specialists and thought leaders from all over the world? You want to be at is one of the world s leading suppliers of consulting,

More information

Stratford on Avon District Council. The Human Resources Strategy

Stratford on Avon District Council. The Human Resources Strategy Stratford on Avon District Council The Human Resources Strategy Page 1 1 Purpose of The Human Resources (HR) Strategy The purpose of this document is to review the role and effectiveness of human resource

More information

COMMUNICATION AND ENGAGEMENT STRATEGY 2013-2015

COMMUNICATION AND ENGAGEMENT STRATEGY 2013-2015 COMMUNICATION AND ENGAGEMENT STRATEGY 2013-2015 NWAS Communication and Engagement Strategy 2013-2015 Page: 1 Of 16 Recommended by Executive Management Team Communities Committee Approved by Board of Directors

More information

Volunteer Managers National Occupational Standards

Volunteer Managers National Occupational Standards Volunteer Managers National Occupational Standards Contents 00 Forward 00 Section 1 Introduction 00 Who are these standards for? 00 Why should you use them? 00 How can you use them? 00 What s in a Standard?

More information

CORE VALUES TEAMWORK EXPERTISE RESPECT

CORE VALUES TEAMWORK EXPERTISE RESPECT Organisation Learning and Development Processes Stakeholder and Industry Visitor TOURISM NORTHERN IRELAND OPERATING PLAN 2015 / 16 MISSION: Our mission is to build the value of tourism to the economy VISION:

More information

Customer Engagement Delivery Plan 2012-2015

Customer Engagement Delivery Plan 2012-2015 Customer Engagement Delivery Plan 2012-2015 Scope: This delivery plan applies to Merton Priory Homes Effective Date: May 2012 Review Date: March 2015 Signed off: Author: MPH Board Theo Scott, Customer

More information

Strategic plan. Outline

Strategic plan. Outline Strategic plan Outline 1 Introduction Our vision Our role Our mandate 2 About us Our governance Our structure 3 Context Our development Camden 4 Resources Funding Partners 5 Operating model How we will

More information

Sales Compensation and Incentives

Sales Compensation and Incentives Sales Compensation and Incentives Question: What are the goals of a compensation plan? Goals of Compensation Motivate AE s to exceed revenue targets Motivate sales of multiple products Drive sales behavior

More information

Gloucestershire County Council Communications Strategy

Gloucestershire County Council Communications Strategy Gloucestershire County Council Communications Strategy 2013 to 2015 Introduction This strategy sets a framework for council communications. It gives direction to all media, online, internal, marketing,

More information

Customer Experiences - The Key Messages

Customer Experiences - The Key Messages Customer Experiences - The Key Messages 1 - Traditional Differentiators are no longer working One question to always ask is "what are your key points of difference". Most struggle with this question, some

More information

PHSO. Employee Survey Feedback & Planning

PHSO. Employee Survey Feedback & Planning PHSO Employee Survey Feedback & Planning Who are People Insight? We are a specialist consultancy in organisational development & employee engagement We run engagement surveys, develop insights and lead

More information

KS2 Phase Lead. Oasis Academy Don Valley

KS2 Phase Lead. Oasis Academy Don Valley KS2 Phase Lead Oasis Academy Don Valley Oasis Oasis was established in 1985 and has now grown into a group of charities working to deliver housing, training, youth work, health care, family support and

More information

Marketing strategy & marketing plan

Marketing strategy & marketing plan Marketing strategy & marketing plan What is a marketing strategy and why is it important? Put simply, marketing is everything that your organisation does to get potential customers, funders and beneficiaries

More information

PEOPLE INVOLVEMENT AND THEIR COMPETENCE IN QUALITY MANAGEMENT SYSTEMS * Jarmila ŠALGOVIČOVÁ, Matej BÍLÝ

PEOPLE INVOLVEMENT AND THEIR COMPETENCE IN QUALITY MANAGEMENT SYSTEMS * Jarmila ŠALGOVIČOVÁ, Matej BÍLÝ PEOPLE INVOLVEMENT AND THEIR COMPETENCE IN QUALITY MANAGEMENT SYSTEMS * Jarmila ŠALGOVIČOVÁ, Matej BÍLÝ Authors: Workplace: Assoc. Prof. Jarmila Šalgovičová, PhD., Prof. Matej Bílý, DrSC.* Institute of

More information

Develop a customer-focused organisation

Develop a customer-focused organisation Overview What this Unit is about This Unit is about ensuring that your organisation puts customers first. The organisation s vision, values, processes and systems, for example, should all be clearly driven

More information

2011 staff survey. Plans and changes to the staff survey for 2011 June 2011

2011 staff survey. Plans and changes to the staff survey for 2011 June 2011 2011 staff survey Plans and changes to the staff survey for 2011 June 2011 ICO Vision By 2012 we will be recognised by our stakeholders as the authoritative arbiter of information rights, delivering high-quality,

More information

Human Resources Report 2014

Human Resources Report 2014 Item 7 Item # Council CounciRemunerationl 3 February Date19 2015 March 2013 Human Resources Report 2014 Purpose of paper Action Public/Private Corporate Strategy 2013-15 Decision Trail Recommendations

More information

Manager, Envision Bristol (Nine-month contract) Job Application Pack

Manager, Envision Bristol (Nine-month contract) Job Application Pack Manager, Envision Bristol (Nine-month contract) Job Application Pack January 2013 About Envision Envision provides young people with the opportunity to make a difference. The charity was set up by young

More information

The Big Business & Charity Breakfast. Sponsored by

The Big Business & Charity Breakfast. Sponsored by The Big Business & Charity Breakfast Sponsored by Proud to be involved with Small Charity Week 2014 We work with many smaller charities, not only assisting with financial and tax compliance matters, but

More information

Human Resources Report 2014 and People Strategy

Human Resources Report 2014 and People Strategy 24 February 2015 Council 5 To consider Human Resources Report 2014 and People Strategy Issue 1 The annual report on Human Resources issues and a proposed People Strategy. Recommendations 2 Council is asked

More information

Account of practice: Using mentoring and coaching to facilitate school-to-school improvement

Account of practice: Using mentoring and coaching to facilitate school-to-school improvement Account of practice: Using mentoring and coaching to facilitate school-to-school improvement Beryce Nixon, Headteacher and national leader of education, Hill Top Primary School, Doncaster, and Sue Turner,

More information

CATEGORIES MAKING A CHOICE

CATEGORIES MAKING A CHOICE UK Digital Experience Awards 2015 See our Website for more detailed information : www.d-x-a.co.uk, contact us on lisa.harmer@awardsinternational.eu or call 01223 911755. CATEGORIES MAKING A CHOICE WHAT

More information

The rise of the 'social' intranet

The rise of the 'social' intranet The rise of the 'social' intranet using social media to increase knowledge sharing, encourage teamwork and collaboration within and between local authorities Sarah Jennings Digital & Community Engagement

More information

WHY HAS THIS REPORT COME TO THE MEMBER DEVELOPMENT PANEL? The Strategy was last refreshed in 2012 and needs to remain relevant and fit for purpose.

WHY HAS THIS REPORT COME TO THE MEMBER DEVELOPMENT PANEL? The Strategy was last refreshed in 2012 and needs to remain relevant and fit for purpose. MDP 260914 Item 8 MEMBER DEVELOPMENT STRATEGY REFRESH EXECUTIVE MEMBER: Cllr Gillian Troughton LEAD OFFICER: Lindsay Tomlinson REPORT AUTHOR: Lindsay Tomlinson WHY HAS THIS REPORT COME TO THE MEMBER DEVELOPMENT

More information

Direct Marketing Officer. MS National Centre, London. Individual Fundraising Manager

Direct Marketing Officer. MS National Centre, London. Individual Fundraising Manager Job Title: Location: Reports to: Direct Marketing Officer MS National Centre, London Individual Fundraising Manager Introduction to MS Society The MS Society is the UK s leading MS charity. Since 1953,

More information

Assistant Director - Asset Management Recruitment pack

Assistant Director - Asset Management Recruitment pack Assistant Director - Asset Management Recruitment pack 2 Contents Applicant letter from Cathryn Gee, Head of HR Welcome letter from Julian Chun, Operations Director Our Vision, Values and Ambitions What

More information

Police Volunteers. Communications Strategy. Template

Police Volunteers. Communications Strategy. Template Police Volunteers Communications Strategy Template Protective Marking Suitable for Publication Scheme? Y/N Title and version Summary Author Date created June 2007 Review Date June 2008 Not protectively

More information

Making a difference. A how-to guide to social enterprise

Making a difference. A how-to guide to social enterprise Making a difference A how-to guide to social enterprise Welcome In 2011 I announced that the University of Northampton would be the no. 1 university for social enterprise in the UK by 2015 and I commissioned

More information

Using Gamification in Reward and Recognition to improve Employee Engagement

Using Gamification in Reward and Recognition to improve Employee Engagement Using Gamification in Reward and Recognition to improve Employee Engagement 02 WHAT IS GAMIFICATION? It is the use of use of game design elements in a non-game context It is a common misconception that

More information

Hospitality manager apprenticeship standard

Hospitality manager apprenticeship standard Hospitality s work across a huge variety of organisations including bars, restaurants, cafés, conference centres, banqueting venues, hotels and contract caterers. These s generally specialise in a particular

More information

Learning Support Assistant Oasis Academy John Williams

Learning Support Assistant Oasis Academy John Williams Learning Support Assistant Oasis Academy John Williams Welcome to Oasis Academy John Williams! It is an exciting time to be part of Oasis Academy John Williams; we moved into our brand new state of the

More information

Staff engagement in the NHS: some local experience

Staff engagement in the NHS: some local experience November 2010 Briefing 79 Staff engagement can help the NHS meet the challenges of reducing costs, raising productivity and implementing the organisational changes arising from the NHS White Paper. High

More information

Marketing and the 7Ps

Marketing and the 7Ps Marketing and the 7Ps www.cim.co.uk/marketingresources The Chartered Institute of Marketing 2005 www.cim.co.uk/knowledgehub 1 ONE What is marketing? Marketing is the management process responsible for

More information

Which is why TMI is here to help. We have to admit it. we really love what we do.

Which is why TMI is here to help. We have to admit it. we really love what we do. We have to admit it. we really love what we do. We get to work with great brands to create brilliant customer experiences that their customers love and their employees can t wait to deliver. It s not just

More information

Why managers are crucial to increasing engagement

Why managers are crucial to increasing engagement Ray Baumruk, Hewitt Associates An interview by Bob Gorman Jr., Robert E. Gorman Communication Why managers are crucial to increasing engagement Identifying steps managers can take to engage their workforce

More information

People. Customer Supplier. Commitment

People. Customer Supplier. Commitment Total Management (TQM) Introduction TQM is the way of managing for the future, and is far wider in its application than just assuring product or service quality it is a way of managing people and business

More information

Investors in People First Assessment Report

Investors in People First Assessment Report Investors in People First Assessment Report K.H.Construction Cambridge Assessor: Lesley E Ling On-site Date/s: 3 rd September 2008. Recognition Date: Contents 1. Introduction Page 2 2. Assessment and Client

More information

Mulliner House Flanders Road Chiswick London W4 1NN 0800 917 0839 / 020 8996 4200. group.info@sbhg.co.uk. www.sbhg.co.uk. Resident Voice 020 8996 4226

Mulliner House Flanders Road Chiswick London W4 1NN 0800 917 0839 / 020 8996 4200. group.info@sbhg.co.uk. www.sbhg.co.uk. Resident Voice 020 8996 4226 Resident Voice 2 8996 4226 group.info@sbhg.co.uk www.sbhg.co.uk/resident-voice Domus Maintenance LLP 8 4 23 repairs.desk@sbhg.co.uk www.sbhg.co.uk/domus Staying First 2 8996 889 sf.info@sbhg.co.uk www.sbhg.co.uk/stayingfirst

More information

Understanding the links between employer branding and total reward

Understanding the links between employer branding and total reward 8 September 2010 Understanding the links between employer branding and total reward An overview of our research findings and the implications for reward Limited is authorised and regulated by the Financial

More information

Introduction. Chris Harrop, Chief Executive

Introduction. Chris Harrop, Chief Executive Page 1 of 10 Introduction I am proud to be the Chief Executive of the Walton Centre NHS Foundation Trust with its reputation for excellent patient care, quality services and sustainability. Over the last

More information