CP4KP CREATIVE CHALLENGE C&PS Creative Team | © 2011 Kaiser Foundation Health Plan, Inc. For internal use only. May 21, 2016
CP4KP CREATIVE CHALLENGEC&PS Creative Team
| © 2011 Kaiser Foundation Health Plan, Inc. For internal use only.May 21, 2016
| © 2011 Kaiser Foundation Health Plan, Inc. For internal use only.May 21, 2016
Recommendations
Situation
Currently, C&PS teams were asked to focus on increasing
our partner satisfaction scores in the PartnerPulse Survey.
The Creative Team (design, copy and proofing) have
some specific goals related to PartnerPulse in the TPM
system.
With mid-year approaching, and department-level efforts in
development, the Creative Team was motivated to take
action.
With the leadership of 2 senior level staff members (and
the blessing of their manger), a plan was executed, with
great success.
In an effort to better understand how the services of the
Creative Teams are performing in the eyes of our partners,
a survey was launched — PartnerPulse.
In that survey, the Creative Team was rated 13% below
national agency averages, and 15% below national in-
house averages.
An internal effort – CP4KP – was launched to get the entire
C&PS team to unite around the goal of increasing those
scores, and providing better service, and a better
partnership experience to all of our partners.
Background
Some of the feedback was centered around personal
interactions:
Energy in kickoff meetings
Communication in presentations
Relationship development and fostering
Feeling more like a team than us vs. them
Generally being more connected
These are areas of our interaction that feel immediately
actionable and totally attainable — ”show up differently”
A point of discussion in team meetings — How can we
deliver consistently, make our efforts noticed, and
succeed as a team?
Assessment
Tony Danjnowicz and Melissa Renzi put together a plan to
put the Creative Team’s creative problem-solving skills to
work. The result: The CP4KP Creative Challenge
Team members were asked to develop ideas for
techniques, tools, or trainings that would support the entire
team in “showing up differently” with our partners.
Ideas could be generated from a team or individually. Time
was limited to 6 hours per person to complete the task —
brainstorming to presentation. Once presented, the group
would collectively decide which ideas would be
implemented.
The Result.
• 10 teams provided ideas on tools, techniques, or training• 1 to 4 people per team, self identified
• Not mandatory, but everyone within the team participated
• Managers participated as observers only, supporting “grass roots” approach
• Presentation was held outdoors on the Burbank campus• Popcorn and drinks were served to help foster an upbeat energy
• The team shared that they came away from the challenge feeling entertained, energized, empowered, and engaged
| © 2011 Kaiser Foundation Health Plan, Inc. For internal use only.May 21, 2016
The Result, continued.
• All ideas were identified as having a very consistent thread of thinking, but were all very unique
• Scores were tallied and teams were recognized in 4 categories• Most creative idea/presentation
• Most effective idea/presentation
• Most impactful idea/presentation
• Vote for which idea to implement (rated 1stt, 2nd, 3rd)
• Within 4 weeks of the launch of the Creative Challenge, a single idea was selected and is now being refined based on team feedback.
• Expect to have a finished product by Aug 29* for the entire team to use and implement
* unless bandwidth prohibits, project work comes first
| © 2011 Kaiser Foundation Health Plan, Inc. For internal use only.May 21, 2016
THE IDEASCP4KP Creative Challenge
| © 2011 Kaiser Foundation Health Plan, Inc. For internal use only.May 21, 2016
NANETTE MCLANE, PROOFREADER
Based on the KPLearntraining modules
“Common sense” best practices for everyday living
Presented as a calendar, so that we can all stay focused on the same ideas for a full month
Personalizable — the user can add their own pictures to make the concept feel relevant to their own lives
| © 2011 Kaiser Foundation Health Plan, Inc. For internal use only.May 21, 2016
Everything we need to know we (more or less) learned in kindergarten
Roll the Dice for Some AdviceALISA VAN VLIET, DESIGNERMARY MARONEY, DESIGNER
It’s not that we don’t know what to do or how, it’s being reminded at just the right time.
Just before a meeting or interaction, roll a dice on what you’ll be focused on as a team.
Areas of focus are aligned with our TPM goals:
• Approach• Process/Delivery• Skills• Effort
| © 2011 Kaiser Foundation Health Plan, Inc. For internal use only.May 21, 2016
The 7Cs of Showing UpTAMMY PARK, SR. DESIGNERCYNTHIA HOPKINS, SR. DESIGNERMELISSA RENZI, SR. WRITERANASTASIA SAVVINA, SR. WRITER
This is a series of 7 cards that help the users focus on how they want to be perceived, rather than how they don’t.
The 7C’s include:
• Creative• Collaborative• Confident• Cool• Calm• Collected• Caffeinated
| © 2011 Kaiser Foundation Health Plan, Inc. For internal use only.May 21, 2016
From Idea to HabitJOHN NOSEK, SR. DESIGNERKYLE CRITCHFIELD, COPY SPECIALIST
This team focused on research and the science of turning behaviors into habits.
Details within the presentation included
• Group things into 3s• Come up with a habit to
focus on in 3 steps• Because habits take 30
days to create, rotate the habits every month
• And practice, practice, practice.
| © 2011 Kaiser Foundation Health Plan, Inc. For internal use only.May 21, 2016
Proofreading: A Mental ModelCHEN LIN, SR. WRITER
This presentation focuses on a new way to think about proofreading and using resources wisely and effectively.
Details within the presentation included
• The range of partnerships across MarCom
• The challenges inherent in the different processes and legacy-based thinking
• How the proofing team is addressing that through a mental model for their partners
| © 2011 Kaiser Foundation Health Plan, Inc. For internal use only.May 21, 2016
Training OpportunityTONY DAJNOWICZ, ART DIRECTOR
With a very analytic approach to the challenge of “show up differently”, this presentation identifies a key component of Customer Service — Rapport —and recommends that we focus on this as a training opportunitythat will provide maximum impact and quick wins for the team.
| © 2011 Kaiser Foundation Health Plan, Inc. For internal use only.May 21, 2016
Energize YOUMICHELLE SPENCER, SR. WRITERAMBER PODRATZ, SR. DESIGNER
This presentation moves us from being our own worst critic to your very own booster team.
Two recommendations:
• Meeting warm-ups: positive self-talk and deep breathing will naturally boost energy, confidence, and feeling happy.
• The Pep Pad: a notebook you can keep with a list of strengths, accomplishments, etc. to help when energy or confidence wanes.
| © 2011 Kaiser Foundation Health Plan, Inc. For internal use only.May 21, 2016
Showing Up SwellDOMINIQUE DIBBELL, SR. EDITORMICHAEL CUESTA, EDITORAMANDA BARRETT, EDITOR
Techniques that help the team address pain points in a different way.
Excel at Phone Meetings
• Smile when you speak• Stand for energy• Ask good questions,
personal first, then business
Stay Positive. Always.• Take the no-complaining
challenge• Slip up? $1 in the jar for a
pizza party
| © 2011 Kaiser Foundation Health Plan, Inc. For internal use only.May 21, 2016
SUP4KP (Show Up Positive for KP)FRANCISCO ACEVEDO, PROOFREADER
This presentation was an actual flowchart of how to measure your thinking and get things back on track.
(Kudos for simplest presentation without losing impact!)
| © 2011 Kaiser Foundation Health Plan, Inc. For internal use only.May 21, 2016
Be Prepared To Be EfficientBROOKE KAISER, PROOFREADER
By having easy-to-access tools, we can save time in projects. And who isn’t happy with that?
This is a spreadsheet that was built to quickly reference the region that each of our local service areas live in. It’s that simple research that can add unneeded time and frustration to our day-to-day project work.
Speed to Market! Yeah!
| © 2011 Kaiser Foundation Health Plan, Inc. For internal use only.May 21, 2016
ONE IDEA ROSE TO THE TOP…CP4KP Creative Challenge
| © 2011 Kaiser Foundation Health Plan, Inc. For internal use only.May 21, 2016
The 7Cs of Showing UpTAMMY PARK, SR. DESIGNERCYNTHIA HOPKINS, SR. DESIGNERMELISSA RENZI, SR. WRITERANASTASIA SAVVINA, SR. WRITER
This is a series of 7 cards that help the users focus on how they want to be perceived, rather than how they don’t.
The 7C’s include:
• Creative• Collaborative• Confident• Cool• Calm• Collected• Caffeinated
| © 2011 Kaiser Foundation Health Plan, Inc. For internal use only.May 21, 2016
“PARTS” OF OTHER IDEAS REALLY MADE AN IMPACT…
CP4KP Creative Challenge
| © 2011 Kaiser Foundation Health Plan, Inc. For internal use only.May 21, 2016
| © 2011 Kaiser Foundation Health Plan, Inc. For internal use only.May 21, 201619 | © 2011 Kaiser Foundation Health Plan, Inc. For internal use only.
The 7Cs Team revised the concept to include the best of the best:
“Kindergarten”From Idea to Habit Showing Up Swell
JOHN NOSEK & KYLE CRITCHFIELD
the science of turning
behaviors into habits
NANETTE MCLANE
calendar that focuses on
one idea per month
DOMINIQUE DIBBELL MICHAEL CUESTA &
AMANDA BARRETT
techniques that address
pain points differently
The 7Cs of Showing Up:
• Creative
• Collaborative
• Confident
• Calm
• Curious
• Caring
• Coffee
| © 2011 Kaiser Foundation Health Plan, Inc. For internal use only.May 21, 2016
2015 Recommendation: A Whole Year of CP4KP
Spend the first six months introducing each habit…• January: Creative
• February: Collaborative
• March: Confident
• April: Calm
• May: Curious
• June: Caring
Then revisit each habit at a deeper level…• July: Creative
• August: Collaborative
• September: Confident
• October: Calm
• November: Curious
• December: Caring
*Sprinkle the 7th C: “Coffee” throughout the year for fun, connection and energy.
| © 2011 Kaiser Foundation Health Plan, Inc. For internal use only.May 21, 2016
The CP4KP Creative Challenge left the team feeling:
• Entertained
• Energized
• Empowered
• Engaged
Let’s use this energy to fuel CP4KP for 2015. Let’s make it:• Supported by leadership
• Driven by teams
| © 2011 Kaiser Foundation Health Plan, Inc. For internal use only.May 21, 2016
ACTION PLANCP4KP Creative Challenge
| © 2011 Kaiser Foundation Health Plan, Inc. For internal use only.May 21, 2016
Step 1: Preparation
Share ideas with Management team for validation (Complete)
Flesh out the themes to make them relevant to all functions
(Complete)
Develop core support materials to aid in consistent communication
and informed adoption
Meet with management team to provide insight into the program, gain
buy-in, and define support role
Assemble a group of champions/delegates from the teams to
maintain “grass roots” connections
| © 2011 Kaiser Foundation Health Plan, Inc. For internal use only.May 21, 2016
Step 2: Execution
Program Launch: 1/8 All Hands • Develop presentation format and delivery
• Focus on event “experience” per previous learnings
• Introduce champion/delegate team
Monthly Theme Communications• Create emails for distribution
• Determine blast dates/times
All Hands Agendas• Vet delegate team recommendations
• Begin scheduling speakers, trainings, etc.
• Distribute agenda calendar to staff (esp. for Ncal travelers)
| © 2011 Kaiser Foundation Health Plan, Inc. For internal use only.May 21, 2016
Step 3: Measurement/Refinement
Surveys on Effectiveness• Quarterly check-ins with team on meeting effectiveness
• Identify any gaps/overlaps that can be addressed
Partner Awareness• Share topics/progress with MarCom partners to gauge success and/or
interest in participation (funding speakers, etc.)
• Periodically check in with manager and director teams on observed
improvements or continued development areas
| © 2011 Kaiser Foundation Health Plan, Inc. For internal use only.May 21, 2016
THANK YOU.CP4KP Creative Challenge
| © 2011 Kaiser Foundation Health Plan, Inc. For internal use only.May 21, 2016