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PRIME Times The PRIME Machine
- 1. 8 PRIMETimes PRIMEPRIME UPDATE Jodie Monaghan, Change and Engagement Manager We launched PRIME in April in Leeds and Hook and have come such a long way since then. Our fantastic team of over 20 Change Agents have helped to implement PRIME and the Focus Groups have helped by gauging feedback from around the business as we go through our PRIME journey. An invite for Change Agents in 2015 will be coming out soon. In addition, individual employees, teams, departments and line managers have all been discussing how we can use PRIME to improve things and the ways we work together. Back to the Floor sessions took place for Richard Schooling, Matt Sutherland and Albert Vissers with the Internal Sales, Sourcing and Corporate mobility teams, and sessions for Adam Lupton and John Chunan took place in Leeds. Quarterly Town Halls in July and December In terms of the communications, we are now on the ninth issue of PRIME Times and the 鍖fth quarterly Town Halls have taken place a chance to bring everyone together for more face to face discussion. Even with all of this, weve even managed to 鍖nd some time for some fun with the World Cup, Halloween, Children in Need and Christmas activities... Our PRIME journey Launch of PRIME in April 2014 with an introductory presentation from CEO Richard Schooling and interactive sessions on the 5 pillars of PRIME at both sites PRIME Cultural Workshops in Birmingham for all Alphabet employees between April October PRIME Overview and Presentation 鍖lms available on the new Intranet Understanding Strategy workshops in Hook and Leeds during May and June with Richard Schooling and Jackie Drought Launch of PRIME Times PRIME Playbook has been given to employees in June to be developed by you as we go on our journey with PRIME and further updates PRIME Finance Workshops took place in Leeds and Hook PRIME Customer Experience training Launched Leading the Way our employee recognition programme in May 3 x Alphabet Management Group (AMG) sessions throughout the year to focus on PRIME within the business Marketing Launch of the new Intranet including areas for departmental information and organisation charts. This will continue to be developed. PRIME Times. Brand Training presentations. Overview of PRIME We have been full of ideas; here is a selection of some examples taking place across the company. This is a great result for the 鍖rst 12 months. These are great examples of how the business has taken on PRIME and made it their own, in a BIG way. Finance Interview new Starters to 鍖nd out best practice Regular departmental PRIME meetings Carrying out Lync training sessions to help reducing the number of emails being sent Finance Interactive clinic Internal Sales Speedy Meet and Greet Diarised Account Development meetings between Account Managers and Sales Executives White boards updated daily for each Sales Channel which focuses on gap to target Improved Renewals Process The PRIME Machine Sales Development Weekly issues meeting with escalation to relative department heads Template for tenders and rate sheets Detailed user guide for each task with built in checks and communication Finance Interactive clinic
- 2. 9PRIMETimes PRIME PRIME UPDATE Operations Operations have carried out a number of initiatives. They are now looking at a focus on business critical activities, where PRIME to support the Bridging the Gap Q4 project. Customer Clinic drop in sessions for people to discuss Customers and explore touchpoints Identify priority improvement actions to re-engage the Customer Review issues within the Customer at Risk report against published KPIs and Complaints Log Consultancy Bite-size drop in sessions IRIS training for Account Managers LCV training for Sales Executives and rental teams Failed tender learning Customer Service Customer Services have undertaken a number of activities and purposely focused on the straightforward and small things, as this is where they felt they could have the biggest and most positive impact. Looking at the bigger picture helping other teams to achieve their SLAs. Quick win driver call team implemented Log complaints to highlight procedure breakdown Embrace POP awards HR Induction and on-boarding project staff handbook, my learning, overviews, induction presentation library and videos Change Agent community created Learn at Work training Technical Services Committed to speedier responses to the Customer Providing examples of affected data issues for cleansing Alphabet Partner and Special Deals Sales Executive desk guide for special offers Offer sessions Risk Risk report developed Building relationships across the business including Munich Positive attitude and knowledge sharing Public Sector Collaborative sessions to make other departments aware of our world Proactively created a Tender Control Document for bid management on Public Sector tenders