wow presentation
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Positive reinforcement in workplaceTRANSCRIPT
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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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