Exhibitor Insights: How Employee Engagement is Driving Operational Excellence at Shell International
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Exhibitor Insights Tuesday, January 17, 2017 Bong Fadullon, GM, Shell Steven Kramer, CEO, WorkJam
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Exhibitor Insights: How Employee Engagement is Driving Operational Excellence at Shell International
- 1. Retail’sBIGShow2017|#nrf17Retail’sBIGShow2017|#nrf17 How Employee Engagement is Driving Operational Excellence at Shell International BONG FADULLON,GM, Retail Onsite Operational Excellence, Shell Centre STEVEN KRAMER, CEO, WorkJam
- 2. Retail’sBIGShow2017|#nrf17Retail’sBIGShow2017|#nrf17 EMPOWERING&ENGAGING THEFRONTLINEINTHEDIGITALAGE Bong Fadullon, GM Global Site Operations Excellence –Shell Retail Steven Kramer, CEO-WorkJam
- 3. Importanceof Engagement NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
- 4. Retail’sBIGShow2017|#nrf17 EXHIBITORINSIGHTS Retail’sBIGShow2017|#nrf17 EXHIBITORINSIGHTS Tightening Labor Market Labor Cost Policy Environment Millennial Workforce Customer Expectations Changing Nature of Retail NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
- 5. Retail’sBIGShow2017|#nrf17 EXHIBITORINSIGHTS Retail’sBIGShow2017|#nrf17 EXHIBITORINSIGHTS The Major Dilemma in Retail Today BUT… No room for additional optimization of schedule + No effective way to drive change in the organization down to associates + No pot of gold to pay for all of these new costs unless margins improve The associate experience drives the customer experience NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
- 6. Retail’sBIGShow2017|#nrf17 EXHIBITORINSIGHTS Retail’sBIGShow2017|#nrf17 EXHIBITORINSIGHTS Retailers Must Quickly Adapt Employee Engagement Agility Revenue Augmentation Operational Efficiency NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
- 7. Retail’sBIGShow2017|#nrf17 EXHIBITORINSIGHTS Retail’sBIGShow2017|#nrf17 EXHIBITORINSIGHTS Top 3 Contributors to Employee Engagement Proportion of Highly Engaged Employees Experiencing This: HIGH ENGAGEMENT Proportion of Low- or No- Engagement Employees Experiencing This: 99% 98% 99% 89% 70% 53% LOW ENGAGEMENT They know what is expected of them at work They have equipment needed to do their job They are able to do their best every day NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
- 8. Retail’sBIGShow2017|#nrf17 EXHIBITORINSIGHTS The Shell Story NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
- 9. Retail’sBIGShow2017|#nrf17 EXHIBITORINSIGHTS WELCOME TO SHELL ENABLE AND SUPPORT THE CONSISTENT DELIVERY OF THE WELCOME TO SHELL PROPOSITION ON SITE High quality Customer Value Proposition execution Retailers Service Champions are engaged and passionate Business driven Partners Business and excellence driven Sales Force Retail’sBIGShow2017|#nrf17 EXHIBITORINSIGHTS NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
- 10. Retail’sBIGShow2017|#nrf17 EXHIBITORINSIGHTS EXTERNAL INSIGHTS REDUCE COST INCREASEPRODUCTIVITY SAVE TIMEDELIGHT YOUR CUSTOMERS NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
- 11. Retail’sBIGShow2017|#nrf17 EXHIBITORINSIGHTS INTERNAL INSIGHTS: DO WE ENGAGE OUR FRONTLINE SERVICE CHAMPIONS ENOUGH? Many Not happy at site Many would not recommend their workplace Many are not satisfied in their job VOICE OF SERVICE CHAMPION SURVEY HIGHEST INFLUENCE ON ENGAGEMENT NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
- 12. Retail’sBIGShow2017|#nrf17 EXHIBITORINSIGHTS WHAT’S THE BENEFIT? INCREASED PROFIT /GROWTH HIGHLY ENGAGED & MOTIVATED STAFF SATISFIED CUSTOMERS LOYAL CUSTOMERS NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
- 13. Retail’sBIGShow2017|#nrf17 EXHIBITORINSIGHTS WHAT DRIVES CUSTOMER LOYALTY? CUSTOMERS WHO FEEL TREATED LIKE GUESTS… …ARE 4x MORE SATISFIED WITH THEIR VISIT TO SHELL 4x …AND 2x MORE LIKELY TO RETURN 2x NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
- 14. Retail’sBIGShow2017|#nrf17 EXHIBITORINSIGHTS INTRODUCING WORKJAM NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
- 15. Retail’sBIGShow2017|#nrf17 EXHIBITORINSIGHTS “The increasing demand for a better customer experience means having engaged frontline staff that are fully trained to deliver WELCOME TO SHELL” WORKJAM = LAST MILE OF WORKFORCE MANAGEMENT NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
- 16. Retail’sBIGShow2017|#nrf17 EXHIBITORINSIGHTS WorkJam is a Digital Workplace Platform for Hourly Workforces WorkJam bridges the gap between the WFM system and customer engagement to simplify the complexities of managing, communicating and engaging hourly workforces NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
- 17. Retail’sBIGShow2017|#nrf17 EXHIBITORINSIGHTS • Ensuring store labor is integrated and aligned • Execute on the elements that matter most to customers • Reengineer processes to cut costs in areas that customers do not value • Building skills and reworking processes in a way that balances employee needs with customer needs through discovery, training and two-way communication • Provide agility and new strategies in scheduling and staffing to demand WorkJam is a Digital Workplace Platform for Hourly Workforces NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
- 18. Retail’sBIGShow2017|#nrf17 EXHIBITORINSIGHTS Messaging and Communication WHAT IS WORKJAM? Schedule Maintenance Channels and Community Shift Management Digital Badges and Reward Training and Assessments Task Management Campaign Execution NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
- 19. Retail’sBIGShow2017|#nrf17 EXHIBITORINSIGHTS WorkJam B2B Real-time Integration Platform NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor. Workforce Management Human Capital Management Social Media Single Sign On (SSO) Warehouse Management (WMS) Logistics Order Management (OMS) Cross Channel Point-of-Sale (POS) Learning Management Archive
- 20. Retail’sBIGShow2017|#nrf17 EXHIBITORINSIGHTS WorkJam: Campaign Execution Retail’sBIGShow2017|#nrf17 EXHIBITORINSIGHTS NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
- 21. Retail’sBIGShow2017|#nrf17 EXHIBITORINSIGHTS KEY BENEFITS: Personalized target lists Multiple filters such as: Position Store Group/Brand Regions Any other attribute KEY FEATURE: TARGETED BROADCASTS AND DIRECT MESSAGING NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
- 22. Retail’sBIGShow2017|#nrf17 EXHIBITORINSIGHTS KEY BENEFITS: Group and peer-to-peer messaging Native App Push Notifications Retailer/Licensee and throughout store/employee hierarchy Consistent immediate messages Effectively reach employees KEY FEATURE: MESSAGING AND TARGETED COMMUNICATION NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
- 23. Retail’sBIGShow2017|#nrf17 EXHIBITORINSIGHTS KEY FEATURE: EMPLOYEE MARKETING CHANNELS KEY BENEFITS: Drive communication for Change Management Company announcements/areas of Interest User-friendly and digestible content Targeted, secure and configurable NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
- 24. Retail’sBIGShow2017|#nrf17 EXHIBITORINSIGHTS WorkJam: Micro Learning Retail’sBIGShow2017|#nrf17 EXHIBITORINSIGHTS NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
- 25. Retail’sBIGShow2017|#nrf17 EXHIBITORINSIGHTS KEY BENEFITS: Tracking and Compliance rules Video, Digital Content – Device Agnostic Assessment Quizzes Digital Badges and Profiling KEY FEATURE: TRAINING AND ASSESSMENTS NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
- 26. Retail’sBIGShow2017|#nrf17 EXHIBITORINSIGHTS KEY BENEFITS: Virtual recognition of people’s achievements and milestones. Gamifying the employee experience KEY FEATURE: DIGITAL BADGES AND REWARDS NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
- 27. Retail’sBIGShow2017|#nrf17 EXHIBITORINSIGHTS WorkJam: Schedule Execution Retail’sBIGShow2017|#nrf17 EXHIBITORINSIGHTS NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
- 28. Retail’sBIGShow2017|#nrf17 EXHIBITORINSIGHTS KEY BENEFITS: Maintain employee availability digitally Accurate scheduling Streamlined and better communication KEY FEATURE: SCHEDULE AND SHIFT MANAGEMENT NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
- 29. Retail’sBIGShow2017|#nrf17 EXHIBITORINSIGHTS Partnering ForSuccess: NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
- 30. Retail’sBIGShow2017|#nrf17 EXHIBITORINSIGHTS Planning (1-3 Weeks) Define Operational Components Identify key users and organizational hierarchy Build communication plan Implementation (2-10 Weeks) Account configuration Import location and key employee records Define, Build and Deploy Super User Training Production Rollout Deploy across Retailers Execute Initial Content Strategy Identify and report configurations RAPID IMPLEMENTATION PROCESS NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
- 31. Retail’sBIGShow2017|#nrf17 EXHIBITORINSIGHTS Built for Scalability Application • Microservices architecture for targeted scalability • Layered architecture • Distributed caching Database • Graph database supporting tens of billions of nodes and relationships, millions of traversals per second between nodes in a graph per machine and hundreds of thousands of ACID transactions per second • Linear read scalability • Unlike traditional databases, graph database performance stays constant as data grows. • Elastic cloud infrastructure powered by Amazon Web Services (AWS) EC2 global infrastructure • Auto-scaling, multiple availability zones, elastic load- balancing and clustering, S3 storage and edge content delivery through Cloudinary CDN Infrastructure & Network NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
- 32. Retail’sBIGShow2017|#nrf17 EXHIBITORINSIGHTS Final Thoughts NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
- 33. Retail’sBIGShow2017|#nrf17 EXHIBITORINSIGHTS “This helps service champions to stay connected with Shell” Service champions TESTIMONIALS FROM WITHIN SHELL “I can eliminate log book and track completion of activities digitally” Site managers “I no longer need to print pages long communications to my service champions” Retailer “This app helps make promotional launch more engaging and rewarding for service champions and results in higher sales” Retailer NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
- 34. Retail’sBIGShow2017|#nrf17 EXHIBITORINSIGHTS Execute marketing campaigns Visibility Deliver the Welcome to Shell proposition consistently Connect Recognize top performers Improve staff retention Optimize productivity and efficiency WHY WORKJAM? NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
- 35. Retail’sBIGShow2017|#nrf17 EXHIBITORINSIGHTS VALUE AND BENEFITS TO RETAILERS Better control Reduced complexity Tracked training Eliminated manual process Reduced churn SERVICE CHAMPIONS Employees having a voice Rewarded and recognized Enhanced and streamlined communication CORPORATE Fast reach Flawless campaigns Effective training Increased sales NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
- 36. XHIBITORINSIGHTSRetail’sBIGShow2017|#nrf17 EXHIBITORINSIGHTS NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor. THANK YOU VISIT US AT BOOTH # 512 | Level 1 OR INFO@WORKJAM.COM
Notes de l'éditeur
- So, why do we need a system like WorkJam? Talk about the problem Licensees faced and why your product/service meets that need.
- Wages on the rise Employees demanding more flexibility and predictability Attrition remains high New labor legislation Margin squeeze from Amazon and other new competitors Omni-Channel disrupting store operation
- What does this really mean? It means addressing these three will get you the biggest "bang for your buck". Image if you didn't know what was really expected of you or all your priorities were "number 1 or high"? Image if you didn't have the tools to do your job….or worse, it was dated and slow and frustrated the customers you were trying to serve. Image leaving your job every day feeling like you didn't do your best and weren't in a position to do well? How long would you stay? This is especially critical in retail where the associate is the face to the customer. By not serving and supporting the associate, you are not serving the customer. If your associates wants to leave you, how long before your customers also come to the same realization?
- So, why do we need a system like WorkJam? Talk about the problem Licensees faced and why your product/service meets that need.
- Our mission is to Enable and support the …in order to satisfy our customers so they become loyal customers… and this through High quality CVP execution and customer-friendly sites, presented by Site Staff who are engaged and passionate about customer satisfaction, led by Partners that are business driven motivational leaders, coached by Sales force that ‘own’ their business and ensure excellence across all aspects of customer & business delivery
- engaged/motivated/empowered frontline allows you to deliver customer experience/delight customers while managing the balance between cost & productivity in a digital age In other words: on the one hand we notice an extreme pressure to reduce costs and increase productivity whilst customer expect a superior experience, the digital solutions will help to communicate and engage with our frontline staff so they are empowered to deliver that superior customer experience
- Do we engage our frontline enough? On the right you see some nice pics of engagement, but is that the reality everywhere? Our frontline staff are telling often “shell people come to the site, talk to the retailer but don’t bother to ask/engage us”, SC feel they’re not important, often forgotten or sometimes they’re invisible. Based on the results of VOSC globally we see that almost 1 out of 2 is not happy at site, would not recommend the workplace and is not satisfied in the job, these elements have the highest influence on engagement so if 1 out of 2 is not engaged enough then this will have a negative impact on serving, treating the customers like guests and in return reduce the opportunity to increase the profit of the site Today’s workforce is more engaged, connected, effective using digital channels, but the engagement with our Service Champions is still done in a traditional and non-effective way – paper, phone, bulletin boards, log books, etc. Service champions are expected to play a key role in executing marketing campaigns and programs but are not engaged, trained, and motivated in a consistent and effective way where they feel part of a bigger vision and purpose Retailers are struggling to attract and keep employees as they demand more flexibility and have choices to work in more employee friendly and engaged work environment
- Highly engaged & motivated staff are more likely to serve better customers and treat them like guests. It has been born out of extensive customer research, and across the globe a common thread came through: customers value excellent service. Our customers have told us consistently that if we treat them like guests, they are more likely to return. Customers who feel treated like guests are 4x more likely to be highly satisfied with their visit to Shell Highly satisfied customers are nearly twice as likely to return to Shell Our data indicates that higher levels of engagement relates to higher customer satisfaction and higher fuel sales: the most engaged retailers and service champions are making the difference
- Why Welcome to Shell? It has been born out of extensive customer research, and across the globe a common thread came through: customers value excellent service. EXCELLENT CUSTOMER PROMISE DELIVERY IS A STRONG DRIVER OF CUSTOMER LOYALTY Our customers have told us consistently that if we treat them like guests, they are more likely to return. Customers who feel treated like guests are 4x more likely to be highly satisfied with their visit to Shell Highly satisfied customers are nearly twice as likely to return to Shell Our data indicates that higher levels of engagement relates to higher customer satisfaction and higher fuel sales: the most engaged retailers and service champions make the difference
- So, why do we need a system like WorkJam? Talk about the problem Licensees faced and why your product/service meets that need.
- Today’s workforce is more engaged, connected, effective using digital channels, but the engagement with our Service Champions is still done in a traditional and non-effective way – paper, phone, bulletin boards, log books, etc. Service champions are expected to play a key role in executing marketing campaigns and programs but are not engaged, trained, and motivated in a consistent and effective way where they feel part of a bigger vision and purpose Many Retailers are struggling to attract and keep employees as they demand more flexibility and have choices to work in more employee friendly and engaged work environment
- So, what other important functions can WorkJam help our service champions with? WorkJam is a Mobile and Web Employee Engagement Platform for the site staff to stay connected, trained, and recognized, enabling consistent delivery of customer experience and operational excellence.
- Key Benefits: Build custom target lists based on multiple filters and Boolean logic, such as: Position Store Group / Brand Badges Zip/Postal code ranges State/Province Country
- Internal Communication System which is independent of “Email” and provides device-agnostic access and notifications. Effectively reach employees at different sites, time zones, and shifts with clear, multi-lingual messaging
- Provide feeds of curated content and other targeted content directly to your employees’ web or mobile devices to build community, engagement, loyalty and brand advocacy among staff Key Benefits: Drive communication for Change Management Company announcements and areas of Interest User-friendly and digestible content to get workers attention Targeted, secure and configurable at door level
- WorkJam Training provides an effective tool to target Employees with relevant digital training materials
- Gamifying the employee experience to set behaviors and culture through incentives and competitiveness
- Empower Employees to maintain their availability and schedules through a employee centric interface available across devices. Key Benefits: Eliminate the need to maintain employee availability through disorderly processes Eliminate inaccurate scheduling due to stale or generalized availability Streamline communication between employees and managers Allow better communication among workers
- Planning Define Operational Components for Licensee vs. Shell Best Practices Identify key users and organizational hierarchy Build communication plan using Shell Best Practices Implementation Account configuration within Shell Enterprise WorkJam Environment Import location and key employee records Define, Build and Deploy Configured Template based on Shell Global Best Practice Template Shell Super User Training Production roll out Mass Deploy across Retailers Execute Initial Content Strategy Identify and report configuration adjustments
- So, why do we need a system like WorkJam? Talk about the problem Licensees faced and why your product/service meets that need.
- So, why do we need a system like WorkJam? Talk about the problem Licensees faced and why your product/service meets that need.
- WorkJam is A Mobile and Web Employee Engagement Platform for the site staff to stay connected, trained, and recognized, enabling consistent delivery of customer experience and operational excellence. For the markets, it provides a platform to effectively: Execute marketing campaigns Get visibility to frontline operations (communicate and engage with them, motivate them) Deliver the Welcome to Shell proposition consistently Connect with frontline operations Recognise top performers and improve staff retention Optimise productivity and efficiency
- LICENSEE: Effectively reach, communicate and maintain relationships with Service and Forecourt Champions and other front line workers in all operating models, store types and regions. Reduce speed and complexity in the launch of new campaigns and drive consistent messaging and execution of campaign activities across Retailers in a timely manner. Compliment RLP to further standardize and share training materials across regions and retailers through a centralized platform Retailer – Provide effective messaging and communication tools that provide better control, auditability and maintainability eliminating non-supported platforms such as WhatsApp or Facebook groups. Reduce complexity in managing workers by leveraging content from a centralized system which can be enhanced with Retailer specific content Manage and audit trainings, task management and campaign execution. Eliminate manual process for scheduling of workers and operational tasks Reduce attrition and increase attractiveness for new recruits Service champions Empower employees to have a voice and to better manage their work life. Provide engaging opportunities to learn and execute while being rewarded and recognized for their work. Enhance and streamline communication with peers, managers and site owners through a single app for all major work functions.