ONE O . C .
T A N N E R
R E C O G N I T I O N
C O M P A N Y
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u s O Kd Ideas and Information from your Recognition Resource
Vo l u m e 3 , N u m b e r 2
CopyThis! CopyThis! CopyThis! Denver, CO – In the world of photocopies, quick turnover is good. In
the world of photocopy employees, quick turnover is something that should not be copied. Melanie Shafer exemplifies what Kinko’s wants: an employee who stays with the company long enough to become a real customer pleaser – one with a genuine interest in the quality of the product. For her recent one year of service at Kinko’s Denver Cherry Creek branch, Melanie received a special award – a quality Quill ™ pen with a Kinko’s logo – and a vigorous round of applause from her coworkers (Kinko’s term for employee). Tony Hall, who manages the Denver location, notes the fact Melanie has been at Kinko’s a year makes her special in what many coworkers see as a revolving door job during college. “Recognizing our one-year coworkers is a good thing, because if you get a coworker who stays a year you’ve done something good,” Hall explains. “This recognition could possibly push them a little bit farther.” Those who pass Tony Hall, Manager the one-year milestone at Kinko’s have various reasons for staying. For many, including Melanie (a graphic design student), it’s a great place to learn expanding technology such as oversized color printing, digital printing, desktop publishing, and Internet applications. Melanie calls it “double school.” But behind the daily job is a company that offers coworkers more. “In training, you learn Kinko’s is a company that’s really concerned with whether or not you’re happy working here,” Melanie explains. And recognition plays a solid part in helping make happiness a reality. “The first time I saw a coworker receive a one-year award I was wowed,” Melanie notes. “It wasn’t a cheap thing – but a nice pen that wrote well. It
RECOGNITION
SNAPSHOT
“This recognition could possibly push them a little bit farther.”
Time for a
Change? 612 employed persons said they want improvements in: Salaries/benefits
72.2%
Recognition/rewards
69%
Management listening
69%
Training/advancement
67%
Sharing organization’s data
65.1%
Source: In Touch, Minneapolis, MN/HR Factfinder December, 1998
was a nice presentation with validity to it. When my turn came, Tony presented my award in front of a group of people – it was great. When somebody stops and says, ‘Thanks. I know what you did to make this work,’ it feels good.” At Kinko’s corporate offices in Ventura, California, HR Director Dick Summers explains that employees like Melanie are directly tied to the company’s success. “We’ve found that our long-term coworkers take great care of our customers, while short-term coworkers have a learning curve. When we increase our length of service it directly increases our quality. We know it. We’ve studied it. We’ve quantified it.” Melanie Shafer, Denver Cherry Over the past couple Creek Branch of years, Kinko’s has seen a 33% reduction in employee turnover. “That is really dramatic,” Summers notes. “There are a number of things that have contributed to [the decreased turnover] such as compensation plans and new training plans, and the recognition is important.” Results of Kinko’s HR improvements are dramatic: the company has joined the elite ranks of Fortune magazine’s “100 Best EXECUTIVE Companies to Work for in SUMMARY America” for 1999. AWARDING EMPLOYEES AS EARLY AS ONE YEAR CAN Among the learning AID IN RETENTION. opportunities, great atmos CONSIDER ADDING THE AWARD PROGRAM TO THE phere, and other benefits the BENEFITS/CULTURE YOUR RECRUITERS EXPLAIN TO company offers, Heather PROSPECTIVE EMPLOYEES. Tiffany notes that the service QUALITY AWARDS COUNT – EVEN AT THE EARLY recognition program is helpful LEVELS. THE AWARDS WILL GAIN LONG-TERM VALUE in attracting new recruits. FOR THE RECIPIENTS. Heather works in the employ IF MANAGEMENT HAS BIG CORPORATE CULTURE ment/recruiting area of Kinko’s CHANGES IN MIND, A REVITALIZED PROGRAM LAUNCH corporate HR department CAN HELP SMOOTH THE TRANSITION. (continued on page 3)
The100 Best
IN OTHERS’ WORDS
Invest in People The 100 Best Companies toWork for in America
invest in people. Hewitt Associates, a human resources consulting firm, took a close look at Fortune magazine’s annual list and found some striking differences between the companies that qualified for the prestigious list and the also-rans. The 100 Best tended to invest more in benefits ranging from health and well being to maternity leave. The 100 Best also share more (continued on page 2)
TWO L I F E S T Y L E
A L L
T H E
BUZZ
Babies cry for it. Movie stars crave it. Athletes thrive on it. And yes, employees long for it. They all want to be noticed. And survey results continually show one thing: employees like the attention, and they like it to be done right. While you may be using one or more of O.C. Tanner’s tools to help your presenters do a great job, it’s important that you remind your managers and supervisors to use the tools – every chance they get. You might include reminders in company newsletters, blanket voice-mails, and e-mail messages. Also, consider spending five minutes talking about the importance of presentations next time your people gather for a management or team meeting. Your colleagues thoughts:
Life’s simple leisures... Spring is in the air ... as North Americans shake winter blues for spring’s pleasant pleasures, they’re bound to pursue favorite outdoor activities. True to its name, Lifestyle Products lets you offer awards that help enhance your employees’ favorite outdoor pastimes.
PRESENTATION TRAINING
Donald Bowers, Director of Public Affairs, Ethicon
[Presentation training] is a win/win situation for everybody. It makes the manager look good. It makes the company look good. It makes the employee and those witnessing the pres-entation feel good. It’s just the
right thing to do. We send a list [of upcoming recipients for the month] to supervisors, and with the list they get ... Keith Engle, Director of Employee Relations, Fletcher Allen Health Care
After a game of warm weather tennis, this Gold & Diamond Tennis Bracelet will look stunning around the clubhouse.
some instructions on what we would like them to do.
Over hill, over dale, the hikers and campers in your company will find many uses for the items in this Victorinox Swiss Army Knife and SOS Kit.
My boss took some time – he had my service history. He took
Birdwatchers will enjoy closeup views of all their favorite species with these Nikon Travelite III Binoculars.
the time to have people write little stories to tell fun things that everybody might not know Connie Adragna, Director of Benefits, Media One Group, & recent 30-year recipient.
Kudos Volume 3, Number 2 O. C. Tanner Co. Randall Shirley Marylu Dadakis Janice Takagi
Phone: 1-800-828-8902 Fax: 1-801-483-8296 E-mail: kudos@octanner.com KUDOS is published by O.C. Tanner Company, 1930 S. State St., Salt Lake City, UT 84115. Copyright 1999 by O.C. Tanner. All rights reserved. Reproduction in part or whole without written permission is prohibited. Not responsible for unsolicted materials. Second-class US postage paid at Salt Lake City, UT 84101 and additional offices. Postmaster send address changes to above address.
KudOs Volume 3, Number 2
For a lot of people, nice weather means golf. With this Baccarat Crystal Golfer, they can ponder making par all year long.
Whether whittling whistles from willows or cleaning a fresh trout, this Schrade “Uncle Henry” knife will be popular with the wilderness crowd.
. . . he spent about
10 minutes just talking about my efforts and contributions.
ON THE COVER from Kinko’s program: Benchmark Villa Quartz Clock, Waterman Gold/Silverplate writing set, Victorinox Swiss Army knife and watch.
It’s very meaningful.
Publisher Editor Copy Editor Design/Layout
P R O D U C T S
IN OTHERS’ WORDS (continued from page 1)
of their earnings with employees, give cash awards for patents or innovative ideas, invest more in rewards and recognition, and offer more training than the companies that didn’t reach the finish line. The 100 Best are also reaping the rewards of their investment in people according to Hewitt. “Many companies claim to value people, but what sets the 100 Best apart is that they consistently back up their claims by making significant investments in employees throughout their time with the company,” says Ray Baumruk, consultant and 100 Best project manager at Hewitt Associates. “We’ve found that employees are appreciative and in general, repay that investment through greater loyalty and commitment to their jobs.” “When you consider the direct and indirect costs of replacing good employees, the ability of the 100 Best to attract and retain key talent can have real and significant bottom-line implications,” says Baumruk. The rate of turnover for those who leave the “best” companies voluntarily is about 12 percent compared to a 26 percent rate among companies that applied to be on the list but didn’t qualify. Source: HR Wire, January 11, 1999
THREE KINKO’S (continued from page 1) and is an original administrator of the service
company’s culture continues to develop and settle. Nicole has no problem praising her staff, especially since she feels the award program. “The service recognition is one more thing we add to our company’s culture encourages it. “Kinko’s congratulates you on a job well menu of positive reinforcement and benefits. It’s a nice addition to the packdone. Some businesses don’t recognize you’re out age we offer, and we do tell recruits about it.” there working hard for the whole company. Beth Mansfield who works with day-to-day Kinko’s does recognize their people and offers operation of Kinko’s service award program, great benefits, too.” agrees with Heather that the program is an attracIn addition to being a day-to-day cheerleader tive addition to the coworker package. “We have a for her people, Nicole sees distinct value in the great benefits package, including insurance, a formal recognition program. “I think it’s a 401K and such, but the award program isn’t good coworker morale booster, whether something that just sort of kicks in when you they identify with the overall company, or on need to go to the doctor. It’s, ‘I got my pen Mark Whelpley, El Segundo, CA a more individual level – because I’ve been here a year...I got my watch because I’ve been here 25 years...or I got my lapel I do see their eyes get pin for being here five years.’ It’s something you own as a status symbol.” big! The thing that stands out is “The awards are not something just handed out with a ‘here you go,’” seeing a coworker’s reaction. Some Beth continues. “You have to instill the importance of a long-term relationNicole Prillerman, people even get a little misty. It’s ship with the company, and Kinko’s looks at this as another retention tool.”
“The award meant something, I thought it was a nice thing, a nice gesture.”
To help managers understand the importance of the program, Kinko’s provides them with a printed managers guide, which includes presentation tips and information on the Just-In-Time telephone presentation training system. Kinko’s is working hard to instill a strong sense of corporate culture in their coworkers. Approximately three years ago, changes were made in the overall management structure of the company which brought all Kinko’s locations into the same management plan, complete with new guidelines to ensure a quality experience for every customer – whether visiting a store in New Jersey or a location just down the road from headquarters. While many Kinko’s coworkers will receive a one-year pen, some will stay with the company and reach bigger milestones. The service recognition program helps reconfirm the company’s positive culture by recognizing early on, and creating formal recognition moments for coworkers who stay for the long-term. At the Kinko’s in El Segundo, California, you can hear Beth Mansfield, Heather Tiffany and the jets roar at nearby LAX. FiveDick Summers, members of Kinko’s HR team are partners in the recognition process. year coworker Mark Whelpley transferred here with the company after working at Kinko’s in Ann Arbor, Michigan. Mark notes that the fastpaced environment and world of changing technology makes his job fun. During his five years he’s rolled with the company’s changing culture, and he believes the Gerber™ Multiplier award Kinko’s gave him shows that the company cares about their people. “The award meant something,” he says. “I thought it was a nice thing, a nice gesture.” And the fact that he gets constant feedback and recognition from branch manager Nicole Prillerman also helps smooth the road as the
Manager
appreciation, and it makes them work even harder.” Heather Tiffany explains that timing the launch of the service award program to coincide with corporate restructuring made it an even more valuable tool. “It was one of the very positive things coworkers could see as a result of the new corporate roll-out. The timing was perfect – you’re giving someone an award and saying ‘you’re part of this family, and we want to recognize that.’” Dick Summers reflects on the effect of Kinko’s service award program. “It creates a feeling that the coworker is known, that they’re doing a good job, and that the manager cares about them – and cares about them staying with the company. The bottom line is our great reduction in turnover, and we’re very pleased with it.” In Denver, Tony Hall reflects on what the service award program has done for his crew. “It was a good idea from the start. Everybody wants one of the pens – you see people looking for them when they’re misplaced. People want the awards. People want the recognition. I know I do.”
Copy that! Copy that! Copy that! Copy that! Copy that! Copy that! Copy that! Copy that!
A letter from the CEO
Although we have been publishing Kudos for several years, I have never used it as a way to deliver a personal message to you, our valued customers. I have felt that Kudos should be about recognition, not about the O.C. Tanner Company – more about you than about us. But we have undertaken a project that, when completed, will provide such significant benefits, I thought it might be something you’d like to know about. Many customers have asked us to expand the types of award programs we offer. We have also recognized the need to change our information systems to provide greater speed, flexibility and accuracy. During this year, we will implement new systems that will offer these benefits and more. We are rebuilding our information systems with the help of two world-class vendors, Trilogy and SAP. We rolled out the finance and accounting module at the end of March. Other modules for our entire operation, from order entry to shipping will be installed throughout the rest of the year. We have planned carefully for this transition, but in spite of our best efforts, there may be a few bumps in the road along the way. I hope you’ll be patient with us as we rebuild to serve you better. If you have any questions about the pending changes, please send them to our e-mail hot line, cornerstone@octanner.com and we will do our best to resolve your issues. We appreciate your business and are confident we will be able to provide you better service, new products, and faster response when this transition is complete.
Sincerely, President and CEO, O.C. Tanner Company
Volume 3, Number 2
FOUR P R O G R A M
P O I N T E R S
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New . . .
Em 3
E-Matrix III makes it possible for recipients to view Matrix award selections anywhere in the world 24 hours-a-day and place electronic orders on-line. Matrix, in its printed form, combines the look and feel of a custom brochure with the economy of pre-selected award groupings. These popular award groupings are now available on-line for a fraction of the cost of a custom Internet site. Online Presentation Training is included with E-Matrix III. It’s been shown time after time: Excellent presentations can help keep people happy, and may improve attitudes of those who need a boost.
with Online Presentation Training
on-line
A few mouse clicks give your people all the benefits of our popular printed Matrix and more.
E-mail notification Beautiful full-color product photographs Comprehensive product descriptions Your company values and president’s message Electronic ordering Access code security E-mail presenter notification and access to new Online Presentation Training website with easy “do & don’t” list, in-depth guidelines, popular historical information section, custom printable “cue-card,” and more.
SPRING
For more information about E-Matrix III and Online Presentation Training, contact your O.C. Tanner representative.
CONVENTION
CALENDAR
We’ll be there . . . will you?
Stop by and see us – we’ll share the latest ideas in recognition and at the larger conventions, we’ll even clean your jewelry.
PRESENTATION TRAINING
International SHRM
Commerce ‘99
April 10-13, Orlando, FL
May 4-5, Ottawa, Ontario
American Management Association
Oklahoma SHRM
April 18-21, Anaheim, CA
May 12-14, Oklahoma City, OK
Edmonton HR
Arizona HHRA
April 28-30, Edmonton, Alberta
June 2-4, Scottsdale, AZ
North Carolina HHRA
North Carolina Textile Manufacturing
April 28-30, Greensboro, NC
June 24, Hilton Head, SC
Upgrade!
National Assoc. for Employee Recognition SHRM
May 2-5, San Antonio, TX T
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June 25-30, Atlanta, GA O
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If you subscribe to our Just-InTime Training telephone service, your presenters will soon find a redesigned presenter packet shipped with the award. The new card will include both the toll-free number and the website address for Online Presentation Training.
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E-Matrix III
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LIFESTYLE PRODUCTS Spring is in the air ... time for outdoor awards.
PA G E
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ALL THE BUZZ Improving the presentation.
PA G E
4200 Fairview Street Burlington, Ontario L7L4Y8
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IN OTHERS’ WORDS What makes the 100 Best Companies to work for?
PA G E
1930 South State Street Salt Lake City, Utah 84115
PA G E
PA G E
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COVER STORY Retain your new employees ... could you copy this?
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PROGRAM POINTERS Matrix is now on the web.
O.C. Tanner – proud member and platinum sponsor of the National Association for Employee Recognition
Volume 3, Number 2