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Company: IBM Corporation

Nomination Category: Best Reward & Recognition Strategy

 

Nomination Title: BEST - Achieving exceptional performance through recognition

 

Achievement Essay

In July 2017, our Quote to Cash Operations Americas organization was in the final stages of an Agile revolution called Accelerate. This movement would transform the teams, from a hierarchal operating model with multiple layers of management to an Agile organization with fewer levels of management and teams empowered to decide on their own way of how to do their work. The teams applied new ways of working to better position and adapt our services to the new markets and demands. After turning the Accelerate implementation page and making the organizational shift, we needed a meaningful way to inspire our employees to further cultivate an ongoing mindset of the new environment and culture. In response, we created a unique recognition program and brand to recognize outstanding behaviors that led to exceptional performance – BEST. A new way of thinking, a new way of behaving, a new way of being.

BEST has inspired 3200 employees across 5 Centers of Excellence, 3 continents and 15 countries to demonstrate Agile behaviors. The cornerstone of this recognition program is INSPIRATION. Inspiring employees to embrace a new way of working by practicing fundamental aspects of an Agile culture. BEST encourages and recognizes 4 behaviors that link directly to fundamental Agile principles: Believe in the vision, Empower and recognize, Serve the client and Trust the team and each other. Leveraging BEST, we are driving our organization to a culture of engagement and empowering our leaders to recognize employees who demonstrate BEST behaviors in their day to day activities. In doing so, our culture has been redefined and our engagement refueled action by action, person by person, resulting in overachievement of our strategic objectives; improving Cycle Time, Net Promoter Scores, Employee Engagement and delivering productivity gains through continuous improvement.

The inspiration of the program came when the VP saw an ad from myintent.org on social media and selected BEST as her word for 2018. From there, the Communications team, VP and the Senior Leadership Team created a framework for the program. Our primary intent was to create an anchor for ongoing and public recognition to reinforce critical aspects of our redefined culture. BEST was designed to serve as an umbrella for all forms of recognition but quickly became the brand for our organization as well. The program was designed and developed in house by our Communications and Senior Leadership teams.

BEST has contributed to outstanding engagement results for our organization of 3200 employees. Annual Employee Engagement Survey results show our employee population as best in class in “Pride”, above Company average in “Overall engagement” and “Work experience”. BEST has accelerated a culture shift where leaders and employees are empowered to transform the way they work, innovate, reward and recognize each other as well as encouraging bold and big ideas without fear of failure. As an outcome, BEST has positioned us to deliver exceptional results against strategic objectives:

Cycle Time YtD improvement of 23% vs 20% target,
Net Promoter Scores of 95.8 against 90 target,
Employee Sentiment of 4.2 (5.0 scale) vs 4.0 target and
Productivity gains of 150.2K hours versus a target of 100K hours.

BEST has driven an exclusive recognition culture for our organization with a unique approach that empowers employees and leaders to effectively recognize one another utilizing a robust toolkit. Feedback on BEST from team members and leaders has been outstanding.

BEST has become a benchmark within IBM, inspiring others to learn from and imitate the program design and intent.

Achievement Summary

BEST has accelerated a culture shift where leaders and employees are empowered to transform the way they work, innovate, reward and recognize each other as well as encouraging bold and big ideas without fear of failure.

BEST has positioned us to deliver exceptional results against strategic objectives:
-Cycle Time YTD improvement of 23% vs 20% target,
-Net Promoter Scores of 95.8 against target of 90,
-Employee Sentiment of 4.2 (5.0 scale) vs 4.0 target and
-Productivity gains of over 150,000 hours versus a target of 100,000 hours.

BEST has driven an exclusive recognition culture for our organization with a unique approach that empowers employees and leaders to effectively recognize one another utilizing a robust toolkit. Feedback on BEST from team members and leaders has been outstanding.

Webpage Links:

https://ibm.box.com/s/im89pbsnd6yxut5zav4uco8v7mlt9bmv
https://ibm.box.com/s/4kb4rsz57uxo7i5dn0qpx5lfxvi1gvyd
https://ibm.box.com/s/j4evnpmmdpd1jrn14o0xt6zp1qeuepkc
https://ibm.box.com/s/vqr643563vf4q6q9s5bnft143f9je40w

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