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In Incentives that work Paul Weald Is it all about the money? No - - PowerPoint PPT Presentation
In Incentives that work Paul Weald Is it all about the money? No - - PowerPoint PPT Presentation
In Incentives that work Paul Weald Is it all about the money? No its about finding the right combination of: Reward Recognition Real time feedback What does behavioural science teach us? Behaviour is influenced most by Engaged
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What does behavioural science teach us?
Engaged employees
- want to know the desired expectations for
their role so they can meet and exceed them
- are naturally curious about their company
and their place in it
- perform at consistently high levels
- want to use their talents and strengths at
work every day
- work with passion, and have a visceral
connection to their company
Behaviour is influenced most by immediate consequences
- A pay rise is immediate
- Your boss praising you is immediate
- But when that immediacy is lost, there is
nothing new or additional to compel that behaviour any longer
- The scientists tell us that the absence of
continual immediate consequences is usually the first and the biggest breakdown in an employee’s self-motivating behaviour
Daily immediate consequences – in small relevant bites – condition the heart and minds of staff
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Sales examples
Key attributes
- Relevant
- Daily updates
- Conditioning behaviours
In the run-up to Christmas, a retail client wanted to maximise the efficiency of their call centre at the same time as incentivising agents to sell. Good agents could earn an extra £2 per hour through individual orders taken but only if they achieved threshold targets for availability and schedule adherence. The scheme ran cumulatively for a month and each day the ‘scores’ for each agent were
- produced. The whole bonus would be paid at the end of
the month, but only if the agent achieved their cumulative
- thresholds. The results for the centre were astonishing.
Not Ready time was halved; sickness was negligible and
- rders per hour were up across the board, and most
agents had a nice Christmas as a result!
Example that worked
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Service examples
A centre manager in a public sector organisation asked each employee to answer the question “If I gave you £5 as a special treat, how would you spend it?” All agents had to take part and write down their individual requests. What the manager did then was to set a series of different challenges that, if the agent exceeded them through their performance, resulted in their ‘prize’ being purchased and presented to them. This indeed generated high levels of employee engagement, whilst keeping within the financial rules of the organisation!
Key attributes
- Meaningful
- Peer group competition
- Organisationally compliant – not
necessarily cash based
Example that worked
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What can go wrong?
Dis-engaged employees are CAVE dwellers Consistently Against Virtually Everything Beware the risks
- Could just be temporary compliance
- Rewards that ignore reasons for under
performance
If our goal is excellence, no artificial incentive can ever match the power of intrinsic motivation. People who do exceptional work may be glad to be paid and even more glad to be well paid, but they do not work to collect a pay check. They work because they love what they do. Harvard Business Review
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Case Study example
Active Digital use a combination of:
- Company iPad – every employee provided a company iPad with
Active Hub app
- No Work ‘It’s your Birthday!’ – an extra days leave
- Monthly Joker days – play “Joker card” to leave the office early
- nce a month (no questions asked)
- Feet Up Friday – Drinks and nibbles at the local pub on last Friday
- f the month
- Celebrate Success – lunches & champagne for team achievements
- Power Snacks – weekly company delivery of fruit and healthy
snacks
- Flexible working – staff encouraged to work flexibility on a rota (to
allow time to focus on customers)
- R & R Days – Work from home days
Most recent employee survey scores reflect these efforts:
- 100% of employees are
proud to work at Active Digital
- 93% of our people rated
team spirit as “good or higher”
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Active Hub
- Positivity Wall – where
employees can post/share anything positive about their day
- Little Victories – colleagues
leave comments, and give each
- ther a ‘high five’ or emoji
- Analysis of team results –