A successful organisation requires that a culture of service and service measurement be established. While it is necessary that this process be company driven, REACT Surveys can assist with this process, as it has set up Reward and Recognition programmes for a number of blue chip organisations.
A successful, long term Reward & Recognition campaign requires converting a service strategy and theme into reality, by establishing a sound structure which sets down how employees are expected to perform, how they perform according to those expectations, and how they will be recognised and rewarded when they achieve these goals.
Thus a complete Reward & Recognition programme can be established using a combination of the most appropriate measurement techniques to recognise and reward deserving team members for providing service excellence.
The final campaign reflects the client’s strategic aims and objectives, and includes the viewpoints of all relevant stakeholders. Ongoing co-ordination ensures that the campaign is sustained.
While the measurement process, and the reward and recognition cycles may change periodically, the service and measurement culture and language must continue.
Ultimately, it is a partnership between REACT Surveys and the client with REACT Surveys providing the measurement and the client ensuring the ongoing enthusiasm.
Typically a reward and recognition programme would include the following steps:
- Identify and create standards
- Educate the service champions
- Set a benchmark
- Measure the actual delivery
- Provide feedback to all stakeholders
The level of involvement by React and the client at each stage is crucial to the success of the programme. At certain points React has more involvement than the client and vice versa. The key to the success of such a programme is consistency, transparency and communication.
Professional memberships
IMM, MSPA (Asia/Pacific), ESOMAR (Europe), SAMRA