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ADP Prezi (V3)

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Ideas in Motion

on 6 March 2014

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Transcript of ADP Prezi (V3)

TRAINING PROGRAM IMPLEMENTATION
Carrie Beckstrom – ADP Vice President, Learning and Performance
Leslie Rae – ADP Director, Service Excellence
So what next?
Associates collaborating on behalf of clients
Providing consistent service experience worldwide
Driving client loyalty
The Opportunity
The Solution
Core Models for Stellar Service
Proven Partner
I KNOW
I CARE
I CAN
CLEAR VISION
COMPELLING REASON
LEADERS
DEMONSTRATE COMMITMENT
KNOWLEDGE SKILLS
PROCESSES SYSTEMS
COMPELLING REASON
LEADERS
DEMONSTRATE COMMITMENT
KNOWLEDGE SKILLS
PROCESSES SYSTEMS
CLEAR VISION
LEADERS
DEMONSTRATE COMMITMENT
KNOWLEDGE SKILLS
PROCESSES SYSTEMS
CLEAR VISION
COMPELLING REASON
KNOWLEDGE SKILLS
PROCESSES SYSTEMS
CLEAR VISION
COMPELLING REASON
LEADERS
DEMONSTRATE COMMITMENT
KNOWLEDGE SKILLS
PROCESSES SYSTEMS
CLEAR VISION
COMPELLING REASON
LEADERS
DEMONSTRATE COMMITMENT
PROCESSES SYSTEMS
CLEAR VISION
COMPELLING REASON
LEADERS
DEMONSTRATE COMMITMENT
KNOWLEDGE SKILLS
I CARE
I CAN
It’s not permanent
It’s not urgent
It’s not important
It’s not worth it
It’s not possible
It’s not effective
Marketing and Communications
Organizational Readiness
Readiness Assessment
Core Team Selection
Service Culture Benchmark Survey
Senior Leader and Core Team Workshop
Gap Analysis and Actions
2013 CLO Learning Elite Recipient
Founded in 1949
60,000
ADP Associates
1 of 4 Companies AAA Rated by Standard & Poor’s and Moody’s
2013 Training Top 125 Winner 6th year in a Row
620,000
Clients Worldwide
Fortune 200
NYSE: ADP
1950
1955
1960
1965
1970
1975
1980
1985
1990
1995
2000
2005
2010
NOW
Core Service
Customer Service
Accuracy | Timeliness | Reliability | Accessibility
Friendly, caring service | Flexibility | Problem solving | Recovery
Goal is customer satisfaction
Goal is customer loyalty
Senior Leaders
Roles and Responsibilities
Facilitators
Managers
Stellar
Service Champions
Core
Team Members
Set expectations of service for business unit

Align Stellar Service in associate and manager messages

Solicit feedback from management team regarding adoption of Stellar Service

Support mid-level management and create accountability

Kick off leader and associate sessions
Become early adopters

Define our message

Plan the implementation

Develop communication

Lead the change
Become certified in appropriate courseware

Facilitate associate-level sessions

Maintain a positive spirit among trainees
Communicate service expectations and desired results

Schedule follow-ups to manage and coach service behaviors

Facilitate huddles
Drive ongoing activities and engagement
GREAT JOB!
Measurements
Rewards & Recognition
On-the-Job Reinforcement
Performance
Management
Recruiting &
Selection
Alignment
Establishing standard set of metrics to evaluate impact of Stellar and other Service Excellence initiatives
Implementing & reinforcing use of recognition programs to reward Stellar Service in action
Modifying performance evaluation tools to align with Stellar
Leveraging Talent Management System to establish performance outcomes and close competency gaps aligned to Stellar
Incorporating Stellar characteristics into behavioral interviewing tools
Aligning service competencies and behavioral characteristics to Stellar
Supporting Components
Ensuring all associates participate, regardless of role and level

Top down rollout approach

Sequence and timing of training

Blended approach – structured training coupled with team-specific, leader-led component

Senior leader and core team action planning
Stellar Service Curriculum
Learning Solutions that
Transform Strategy into Success

50 years of experience
Leadership | Customer Experience | Sales
It’s successful
CULTURAL TRANSFORMATION
?
VALUE TO INDIVIDUAL
VALUE TO INDIVIDUAL
VALUE TO INDIVIDUAL
VALUE TO INDIVIDUAL
VALUE TO INDIVIDUAL
I KNOW
I CARE
I CAN
CLEAR VISION
COMPELLING REASON
LEADERS
DEMONSTRATE COMMITMENT
KNOWLEDGE SKILLS
PROCESSES SYSTEMS
It’s successful
40 offices worldwide
Automatic Data Processing, Inc. (ADP) is one of the world’s leading providers of technology-based outsourcing solutions, offering a wide range of HR, payroll, tax and benefits administration solutions from a single source
Service Code of Conduct
I Know
Service Excellence
What
we want is one, consistent, excellent service experience.
Loyalty
Why
we constantly strive for service excellence.
Stellar Service
Stellar Service is fundamental to
How
we achieve service excellence, across all interactions.
Integrity is Everything

Insightful Expertise

Service Excellence

Inspiring Innovation

Each Person Counts

Results-Driven

Social Responsibility
ADP Values
I KNOW
Critical Success Factors
Leveraging Learning for Cultural Transformation
What our clients are telling us…
…translated to Stellar Service Behaviors
FY13-15
Seamless
1,943
NPS 17%
Resourceful
3,060
NPS 26%
Trustworthy
5,058
NPS 18%
Attentive
9,157
NPS 25%
Time Period: July 1, 2011 to June 30, 2013
Benchmark: Training Top 125,
RED > 10% below of benchmark, YELLOW < 10% below benchmark, GREEN above the benchmark
Sample Short-Term Outcomes
Client Retention by Business Unit

NPS Overall

NPS Sentiments
Follow-Up Feedback Scores

Associate Engagement
Training completions by BU

Post-Event Feedback Scores
Stellar Service Training

OJT Reinforcement
Linking Stellar Service to Business Outcome
FY13-14
FY13-14
FY13-14
Output:
Short-Term Outcomes:
Intermediate-Term Outcomes:
Long-Term Business Impact:
The Results
Training aligned to key measures
Using Data to Drive Continuous Improvement
Targeted training content
Prescriptive reinforcement activities
Full transcript