Positive reinforcement in workplace

1. Positive Reinforcement in the Workplace
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Medco’s WOW Program
Kelly Kozik 10/09/2010

2. What is WOW ?
 A movement focused on building trusting relationships by delivering
platinum level service through each and every process, generating
pleasant member surprises, and increasing the level of satisfaction
for our members and internal & external customers.
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3. WOW Culture
“Medco’s WOW culture was built on the foundation of genuinely
recognizing and thanking employees for the important things they do
on an everyday basis as well as times where they go above and
beyond”.
Mark Proulx, Chief of Operations
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4. Culture change
 Beginnings
 Terminology
 Fun
 Sr Leadership involvement
 Performance mgmt / Operations strategy
 Measuring success
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5. WoW / Above and Beyond Criteria
Nomination Categories:
Escalating items within the scope of the SOP’s that have been routinely
missed
Acts outside of SOP’s that affect patient lives.
Job Improvement ideas that are feasible.
Maintenance proposals that saves $, energy, resources, or enhance
production.
Quality issues outside of the scope of your SOP’s, before the error reaches the
patient.
Correcting a safety issue.
Good citizenship
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Other
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6. Award Levels
In addition to any awards, Above and Beyond nominations may qualify for, all nominations will receive
recognition.
>1st – 5th WOW Award – White Belt
>6th – 10th WOW Award – Yellow Belt
>11th -15th WOW Award – Orange Belt
>16th – 20th WOW Award – Green Belt
>21st – 30th WOW Award – Brown Belt
>31st WOW Award – Black Belt
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7. This WOW Award is given to
James Wilson
For creating a WOW experience for our members
John Ford, Director of Operations Cal Wasdyke, VP/GM
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8. The center wall
provides a canvas to
display significant
WOW performances
such as member
compliment letters.
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9. Monitor will display
the „WOW Profiles‟
of Medco employees
that have created a
WOW experience.
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10. Chad Jones
Position: Customer
Service Representative
Employee Since: July
Daniel S.
Consistent WOW
employees will be
honored by having
their name “etched
in stone” and added
to a brick on the wall.
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11. Dublin, OH
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12. Willingboro, NJ
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14. Fairfield, OH
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15. Spokane, WA
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16. Irving, TX
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17. Tampa, FL
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18. Memphis, TN
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19. Las Vegas, NV
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20. Operations Strategy
GOAL
Sustained profitability through a commitment to
member advocacy, which delivers superior
healthcare, service, and economic outcomes.
WOW Operational
Culture Excellence
Closing the Physician
Gaps in Advocacy
HealthCare
Recognize – Reinforce - Reward
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21. Measuring Success
 11,000 nominations
 Pulse / EE survey results
 Safety
 CSR results
 Production
 QIOs
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