Kudos_Spring_9763
1/25/07
9:43 PM
Page 1
one O.C.
TANNER
RECOGNITION
COMPANY
❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘
u s O Kd Ideas and Information for The Recognition Experience 威
V o l u m e
8 .
N u m b e r
1
Recognition Worth Checking Into Dedicated Employees Drive Deluxe Corporation Success SHOREVIEW, Minn. — Americans stay busy writing 42.5 billion checks each
R E C O G N I T I O N
S N A P S H O T
year. And when you’re busy producing more of those checks than any other check printer, you must develop a workforce you can count on. Deluxe Corporation is doing exactly that by recognizing the efforts Mike O’Keefe, of its more than 5,000 employees. Executive “The workforce today is different,” says Director of Peggy Andrews, Administrative Support Human Technician and Recognition Program Resources Coordinator for Deluxe. “Individuals used to plan on retiring where they got a job. Today, the workforce is looking to change much more often than that. Today, they are looking at a new job every three years or five years. So we are looking at every way to try to make Deluxe somewhere they want to stay.”
Question: Should employers still reward employees for working with a company for a certain length of time, such as ten, twenty or thirty years?
74% Yes 18% No 8% Not Sure Source: Workforce.com online poll from 1/30/2004, 1,323 participants surveyed
C O R P O R AT E
Meeting the challenge of employees who are more active in their job searches means becoming an employer who is more active about retaining employees, says Mike O’Keefe, Deluxe’s Executive Director of Human Resources.
“Recognition sends a message to the employee about how important they are to Deluxe. When we make an effort to do a good job at recognition, it helps tie the organization together.” Mike O’Keefe, Executive Director of Human Resources “We’re seeing a lot of job hopping in the companies around us today,” says O’Keefe. “Here at Deluxe, changes in the demographics of our organization meant we were starting to see people that weren’t staying quite as long as they had in the past. We realized some employees, particularly in our call center, were not staying five years or beyond and we wanted to use recognition as a vehicle to create a stronger bond between the employee continued on page 3)
S P O T L I G H T
Recognition’s Role in a Rapidly Expanding Company CACI Creates Meaningful Milestones
Growing numbers, global locations and increasingly diverse capabilities — all are welcome challenges for leading information technology solutions (IT) provider CACI International Inc. Recently, the organization re-evaluated its strategy for thanking and recognizing a workforce that has nearly doubled in size over the past six years. The challenge? To recognize the loyalty and contributions of CACI employees — from the newest to the most tenured. The bigger challenge? Replacing a familiar cash-based program with one new in concept, management and employee involvement. As CACI’s employee base has grown, the company’s senior managers have worked to keep pace with innovative ways of recognizing and retaining employees. Although a cash-based incentive program was successful when the company was smaller, CACI was looking for (continued on page 2)
Kudos_Spring_9763
1/25/07
9:43 PM
Page 2
two RAPIDLY EXPANDING COMPANY (cont. from page 1)
a way to successfully integrate its unique and growing team into the company’s business culture. “In our fast-paced service (IT) environment, we are bringing literally hundreds of new employees each year into our ranks,” says Pat Stefl,
“Our priority is to adequately express to our long-term employees how much we appreciate their loyalty, particularly in today’s business environment.” Rosemary Boggs, CACI’s Employee Communications Manager
at the next achievement level. Plus, of course, they are eager to receive their next Milestones in Time lapel pin.” To announce the new program, everyone who had celebrated a five-year milestone with the organization – nearly 1,900 employees – received a gold and diamond lapel pin. Each pin was designed and crafted specifically for CACI and held one diamond for every five years of service — up to seven diamonds for 35 years. According to Stefl, “The gold and diamonds in these pins symbolize the value CACI places on our employees’ contributions, as well as the loyalty that their investment of time represents.” Employees also were asked to “Show Us Your Pins” during a special launch week to celebrate the new program. Groups of pin-wearers were photographed and their pictures shared in CACI’s corporate newsletter and on their intranet. “With more than 100 offices, we are challenged to ensure that everyone feels connected,” says Boggs. “It was so gratifying to see pictures of employees from all over the world celebrating the new program and wearing their CACI pins. With the help of CACI’s Employee Services Department and O.C. Tanner’s team, we were able to provide a very special ‘thank you’ to our employees.” CACI’s leadership was also pleased with reaction to the program. “The Milestones in Time recognition program represents a great investment in our employees,” says Stefl. “We believe Milestones in Time will
Senior Vice President of Administration for CACI. “We wanted a recognition program with the flexibility and the adaptability to grow as quickly as we did, but that would invite individuality and provide choice and convenience.” After evaluating several options, CACI’s leadership worked with O.C. Tanner Regional Manager Tom Long to create a recognition program with lasting impact. The result was a new, dynamic, web-based service award program called Milestones in Time that offers recipients a wide selection of awards in appreciation for their contributions. Additionally, each recipient receives a CACI emblem as a permanent reminder of the company’s appreciation. “We think Milestones in Times correlates rewards with everything that CACI has stood for over the years,” Stefl adds. “It provides, in an unforgettable way, the importance of our employees’ attention to client needs and the impact of their contributions to CACI’s ongoing success.” Stefl also noted the importance of providing a diverse program. “With four generations of employees working at CACI, as well as extraordinary changes in demographics, we needed to expand our program so employees CACI’s Bloomington, Indiana group celebrates 129 milestone years could select an award of their choice and avoid the administrative paperwork that its offer our thanks in a memorable and enduring cash-based predecessor required,” said Stefl. ways for years to come.” Rosemary Boggs, CACI’s Employee Says Boggs, “Our priority is to adequately Communications Manager, notes the reaction to express to our long-term employees how much the new program has been extremely positive. “It’s we appreciate their loyalty, particularly in something employees really value,” she says. “In today’s business environment. We hope our the past, when we asked 10-year recipients what employees flourish with us. In return, we will they did with their five-year recognition payment, offer a dynamic work environment; further they could rarely remember. Now employees con- their learning and education; provide opportutinually remark about the quality of the awards nities; and, of course, recognize their Milestones and how exciting it is to look ahead to the choices in Time.”
A W A R D
Sporty. Sleek. Sophisticated. Stylish. You get it all with a Skagen watch. O.C. Tanner is pleased to announce the introduction of several exclusive Skagen watch models to its ESSENTIAL™ and performance award lines. Skagen watches have enjoyed fantastic popularity at high-end retailers. Your recipients will recognize Skagen’s European design, which features a modern, thin profile in a wide variety of materials and styles. Whether you’re hoping to add modern elegance or a contemporary flair, Skagen offers affordable options for enhancing your program’s award selection. ON THE COVER: Swiss Army 24” Large Mobilizer Upright, Men’s Coach Quartz Watch, Pentax Digital Camera and Kit
Hold the Cash, Please Why Cash Incentives Fail to Motivate Georgia’s Atlantic Coast Federal Bank had almost no takers when it offered a small amount of cash to people who opened a free checking account. So the bank picked a different incentive — $5 off at Pizza Hut. End result: 138 new sign-ups. What gives? It’s human nature, says Harvard psychology professor Nicholas Epley. “Cash for any use doesn’t create a response because work is required — you have to decide what to do with the money. But if you state a specific that conjures up a positive reaction, like pizza, it’s much more effective.” As long as they hold the anchovies.
Volume 8 Number 1
www.octanner.com
S P O T L I G H T
Kudos_Spring_9763
1/25/07
9:43 PM
Page 3
three RECOGNITION WORTH CHECKING INTO (continued from page 1)
and Deluxe. So we improved our retention strategy by making a change to our recognition program. We emphasized short periods of recognition in 90day, one year and three-year recognition awards. These awards in conjunction with the traditional long term awards help us continually tell the employee they are important to Deluxe.” Long-time Deluxe employees agree — recognition does make a difference in the way employees feel about the organization and whether or not they decide to look for another job. “This was supposed to be a temporary position for me,” says Robin Murphy, Payroll Manager and 27-year Deluxe employee. “I was only going to stay for a year. Now, 27 years later, I am glad I’ve made a career here. Deluxe really does try to do the right thing and involve employees. Everyone knows the Business Alignment Model and it’s very valuable. Recognition is an action that reinforces the words of the model. Employees may know what their vision is and what they’d like to accomplish, but when you know what the company vision is and how you fit into it all that really makes a difference.”
“My 25-year celebration was a good opportunity to thank my friends here and thank the company. It was just wonderful.” Robin Murphy, Payroll Mananger and 27-year employee “My 25-year celebration was a good opportunity to thank my friends here and thank the company. It was just wonderful,” says Murphy who was thrilled with the quality of awards Deluxe offered her through its recognition program. “I love the ring I chose. When I show it to people and say it’s my anniversary ring they think it’s from a spouse and I say, ‘No, no. This is from my company.’ They can’t believe it.” Dee Kassen agrees. As the Gramsie Building Receptionist for Deluxe, Kassen has greeted Deluxe employees and visitors with a smile for 25 years. “Deluxe has a great culture and then you make a milestone or accomplishment and they go out of their way to make it memorable. They publish information about you and congratulations for your anniversary on the company’s intranet newsletter, Deluxe World News, and then host an amazing celebration. So many people attend and e-mail congratulations to you; it’s a really special experience.” Deluxe is especially in tune to making sure recognition award presentations are appropriate to the wishes of each recipient. “Sometimes you have to do recognition in a less public way,” says Becky Thaisen, Group HR Manager. “Some of our employees are shy and while we want to make a splash, we do not want to embarrass them.” A recent celebration for 30-year Deluxe employee Susie Bergman is a good example of Deluxe managers’ creativity and thoughtfulness. Bergman declined traditional gatherings where speeches, applause and public congratulations normally accompany the award presentation. So co-workers and managers brainstormed a way to let Bergman know how valued she is at Deluxe. And so began “30-Days of Susie.” Each day for the 30 days leading up to Bergman’s anniversary, 30 different friends and co-workers volunteered to bring in special, anonymous thank yous for Bergman. Soon her cubicle and the table outside her office were filled with 30 flowers, 30 cookies, soaps, lotions, cards and other tokens of appreciation. Every morning was filled with anticipation from Bergman and her co-workers who eagerly awaited the arrival of the next anonymous thank you. “It’s all about doing what’s right for your employees,” says Thaisen. Deluxe’s recognition consultant, O.C. Tanner Regional Manager Warren Clark, says the company’s belief that the award is a symbol of the recognition experience also fuels its passion to make recognition as meaningful as possible. “The majority of people select to have the Deluxe emblem included with the award,” reports O’Keefe. “I watched my father with his recognition awards through the years and learned that an award should remind you of where it came from and why you received it. You should make a selection of awards available so people find personal value in the award they choose. They will then associate the use of the award with what they’ve received from the organization. It goes a long, long way in extending the recognition for the employee over time.”
Beyond retention, Deluxe views recognition as an essential component of demonstrating how employees fit into its Business Alignment Model. “The Business Alignment Model is Deluxe’s approach and way to say that the people of the company are just as important as the customers of the company,” says David Martinez, Deluxe Campus Support Services Manager. “The model formalizes our values — openness, trust, integrity, respect and dignity for all. We have objectives for encouraging all of these behaviors and one of those objectives is a focus on Deluxe people.” The support for these objectives goes beyond simple encouragement and lip service at Deluxe. In fact, recognition is strongly modeled and Long-time Deluxe employee Susie Bergman enjoys “30 Days of Susie” in celebration of her reinforced by leaders at the top of 30th anniversary the company. “One of our core values is recognition and celebration,” explains O’Keefe. “We tie evaluation of that through every leader/manager’s performance review. This is extremely important to us as an organization. We have a lot of great employees at Deluxe and we want our leaders/managers to recognize their contribution to the overall success of the company.” Martinez agrees, “Recognition helps us stress how important people are to the company. We want to recognize earlier and create a culture where recognition is prevalent. But we’re also careful to make sure the quality of the gift we’re giving at 25, 30 year levels is very good, very recognizable.” In the end, Deluxe realizes it needs a corporate family of committed employees. “You have to cultivate employee satisfaction and morale,” says Martinez. “Therefore, we take recognition seriously.” O’Keefe agrees. “Recognition sends a message to the employee about how important they are to Deluxe. When we make an effort to do a good job at recognition, it helps tie the organization together. We expect company leaders to model that attitude. After all, if you don’t practice what you preach it is hard for people to feel the sincerity of the organization.”
Left: Dee Kassen, Gramsie Building Receptionist for Deluxe Right: Peggy Andrews, Administrative Support Technician and Recognition Program Coordinator
www.octanner.com
Volume 8 Number 1
Kudos_Spring_9763
1/25/07
9:43 PM
Page 4
four O.C.
TANNER
RECOGNITION
COMPANY
❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘
CERTIFIED: ISO 9001:2000
ku-dos - It may sound a bit exotic to your ear, but it’s a great word. It’s of Greek origin, and means to acclaim or praise someone for their achievements. Kudos to Alice on her 15 years of service.
Your Assurance of Quality
O.C. Tanner is pleased to announce it has received ISO 9001:2000 certification. “ISO 9001 certification is a vehicle to show our clients and suppliers how we use the Tanner Improvement System to achieve and maintain consistent world-class quality,” said Kent Murdock, O.C. Tanner President and Chief Executive Officer. In the international language of quality, ISO certification speaks volumes about the way an organization is run and the quality of products and services it provides. For O.C. Tanner, ISO 9001 certification is part of the company’s continuing strategic vision to:
Publisher
O. C. Tanner Recognition Co. Editor Adrian Gostick Managing Editors Mindi Cox Sarah Orellana Design/Layout Janice Takagi Graphic Supervisor Shauna Raso Award Photographer: Rick Hayward
Continuously enhance client satisfaction Apply Lean, Six Sigma practices and principles throughout its processes Reduce defects and eliminate product and service errors Delight every client with outstanding employee recognition programs and awards
KUDOS is published by O.C. Tanner Recognition Company, 1930 S. State St., Salt Lake City, UT 84115.
O.C. Tanner completed the ISO approval process in just five months, while most companies take 12 to 18 months to complete certification. “If we hadn’t already implemented a world class system, we couldn’t have certified so rapidly,” said Larry Hamilton, O.C. Tanner’s Director of Quality. “For example, we currently maintain a 99%+ on-time delivery level. Not only is that delivery level unsurpassed in our industry, it ranks O.C. Tanner among the best manufacturing companies in the world. And the best part about that success is the benefit our clients receive from O.C. Tanner’s exceptional and improving quality.”
Copyright 2004 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
ISO is the International Organization for Standardization. ISO 9001 is the generic name given to ISO’s series of management system standards for quality.
83%
of workers plan to look for a new job as the economy rebounds
60% of workers feel pressured to work too much
83% of employees want more time with their families
56% of workers are either moderately or completely dissatisfied with their jobs Source: Statistics released by the Society of Human Resource Professionals in conjunction with Sibson Consulting and Gallup
“ QUOTES
BY THE NUMBERS
M O T I VAT I O N F A C T S
ON THE MOVE
“
Kudos Volume 8. Number 1
“... We’d have to conclude that this year will see more movement in the employment arena than we’ve seen since the start of the new millennium. People moving in, out, and around.” Source: “Are You a ‘Leader of Choice’ ’’ by Richard Hadden and Bill Catlette
“Pent-up energy among employees who have felt trapped in their current positions will stimulate unprecedented churning in the labor market.” Source: Herman Group workplace predications for 2004
“As the economy picks up, employers that treated employees badly during the tight economy will be in serious trouble. More workers will leave, laid-off employees won’t return and fewer applicants will choose to work there.” Source: Herman Group workplace predications for 2004
PRESORTED STANDARD U.S. POSTAGE
1930 South State Street Salt Lake City, Utah 84115 4200 Fairview Street Burlington, Ontario L7L4Y8
www.octanner.com
❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘ ❘
Recognition worth checking into — dedicated employees at Deluxe
PAID
Salt Lake City. UT
PERMIT NO. 5502
www.octanner.com
Volume 8 Number 1