Partner Survey Improvement Program_Creative Challenge

CP4KP CREATIVE CHALLENGE
C&PS Creative Team
| © 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

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

THE IDEAS
CP4KP Creative Challenge

NANETTE MCLANE, PROOFREADER
Based on the KPLearn
training 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
Everything we need
to know we (more
or less) learned in
kindergarten

Roll the Dice for
Some Advice
ALISA VAN VLIET, DESIGNER
MARY 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

The 7Cs of
Showing Up
TAMMY PARK, SR. DESIGNER
CYNTHIA HOPKINS, SR. DESIGNER
MELISSA RENZI, SR. WRITER
ANASTASIA 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

From Idea to Habit
JOHN NOSEK, SR. DESIGNER
KYLE 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.

Proofreading:
A Mental Model
CHEN 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

Training Opportunity
TONY 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 opportunity
that will provide maximum
impact and quick wins for the
team.

Energize YOU
MICHELLE SPENCER, SR. WRITER
AMBER 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.

Showing Up Swell
DOMINIQUE DIBBELL, SR. EDITOR
MICHAEL CUESTA, EDITOR
AMANDA 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

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!)

Be Prepared To
Be Efficient
BROOKE 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!

ONE IDEA ROSE TO THE TOP…

“PARTS” OF OTHER IDEAS REALLY
MADE AN IMPACT…

| © 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

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.

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

ACTION PLAN

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

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)

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

THANK YOU.

Partner Survey Improvement Program_Creative Challenge

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