A LEADERS GUIDE TO RECOGNITION

1 Version 2 - September 2014

PURPOSE OF THIS GUIDE This guide has been created to help you understand what Team Member recognition means, why it is important, and how the Extra Mile scheme supports a consistent approach to recognising your teams, making the most of the opportunities available on a group, business and team level.

CONTENTS 3. Introduction 4. Background 5.

Recognition Explained

6.

Getting Started

7.

Recognition in 3 Easy Steps

11. FAQ’s

2

INTRODUCTION

Our vision is to be the number one choice for our Customers, Team Members and Partners. After 25 years of business we’ve built a strong company to be proud of. No matter what part of the business you’re in, we all have a vital role to play in our continued success.

NEW USED

We’d like all of you to be on board, inspired, energised and ready to meet the challenges of our fast evolving industry and our changing company. A successful company starts on the inside with our Team Members. It involves each and every one of us going the Extra Mile. It’s important that we celebrate people that make a difference to our business. This is your opportunity to say thank you, to recognise and celebrate the success in your Teams.

AFTERSALES Strategic Pillars

Internet No.1 Motor Retailer

Value Pricing

Superior IT Platform

National Footprint and Scale

Strategic Pillars

PEOPLE

So, why not share in the success and be proud you’ve made someone’s day by acknowledging that they go the Extra Mile.

3

BACKGROUND THE NEED FOR CHANGE For many years we have celebrated the success of our Team Members through Top Gun and recognition schemes such as Our Kind of People. Each year we receive thousands of nominations and have recognised some outstanding achievements. While these schemes have been hugely successful in acknowledging the contribution of our Team Members, we recognise there is a need for change. We want to take the opportunity to refresh our approach to recognition by providing a balanced and effective single group-wide scheme.

THE EXTRA MILE RECOGNITION SCHEME Following feedback from all Divisions and levels of the organisation, we have developed a new Team Member recognition scheme, the Extra Mile, which aims to encourage recognition at all levels of the organisation. The Extra Mile is designed to identify the best of the best with the opportunity for a Team Member to be recognised for their contribution at team, regional, Franchise and Divisional level. The top performers from each Division will then be put forward for the main Extra Mile awards ceremony which is an annual black tie extravaganza similar to the Top Gun events of the past. At each level Team Member nominations are reviewed by a different panel of Leaders ensuring that only the best get through on the merit of their contribution to our company, our Team Members and our customers. There will be team awards at the event too that are open to every division. The nominations for the team awards will come from our Senior Leaders in each division for performance over the course of the year. Ultimately, this will take us from 9000 Team Members to the top performers across the group.

Submit nomination

Team Member of the month selected by Team Leader

AUG

NOV

OCT

SEPT

Team Leader chooses Team Member of the quarter to attend regional lunch

4

Team Members nominate

Submit nomination

Team Member of the month selected by Team Leader

DEC

DEC

All nominations brought forward

Divisional Managing Director selects 5 finalists for each of the 8 categories representing the top in Division

8 Divisional winners move to the final stage to compete against other Divisional winners

FEB

THE PENDRAGON PLC AWARDS

Team Members nominate

Team Leader chooses Team Member of the quarter to attend regional lunch

NOV

DIVISIONAL AWARDS

JUL

JUN

MAY

AUG

RECOGNITION EXPLAINED WHAT IS RECOGNITION? Salary is clearly a key reason why our Team Members come to work, but the effect of pay on motivation is proven to be limited. A basic guaranteed salary is generally expected and any motivational impact of an increase in salary is often short lived. Bonuses can be used to shape behaviour and encourage Team Members to achieve certain things but again, these are unlikely to boost morale or job satisfaction in the long term. As a Leader, recognising your Team Members for going The Extra Mile can have a huge impact on engaging and motivating them. ‘Recognition’ refers to any gesture, scheme or process which demonstrates to a Team Member that they are appreciated, acknowledged, respected and valued. Often it does not need to involve any financial reward to have an impact; thank you goes a long way.

RECOGNITION - WHY DO IT? As a Leader, you have the opportunity to play a significant role in shaping your teams experiences of the business. You influence their daily activity, manage their performance, offer them development and influence their pay and benefits. In short, you impact on every aspect of their working life. However, we recognise the role of a Leader isn’t an easy one as you manage priorities and solve business problems on a daily basis. As a result it’s easy to let recognition fall by the way side, but, recognition goes a long way in driving a positive impact on your team: •

Build Team Spirit – Recognition of a job well done, either by an individual or team, can help bring the team together and support them working as a group to achieve their objectives.

•

Improve Morale and Motivation – This can be hard to measure, but, when people are happy and satisfied in their work, they strive to improve things and do the best they can. This will also be clear to customers and have a direct impact on their experience with us.

•

Increased Team Member Retention – If our Team Members feel valued and respected they are likely to be more satisfied with their work and less likely to leave. This means you will have a stable, experienced and motivated team, while saving us time, effort and money in recruitment, on boarding and developing competence and performance.

•

Performance – Many well regarded UK and international work place studies show a direct link between Team Member engagement and performance (output in their roles). Recognising an individual or teams success engages them with the business and motivates them to succeed further.

5

GETTING STARTED Recognition is a key building block within our people strategy as it ensures our Team Members feel valued for their contribution to our business performance. Therefore, success lies with you, our Leaders. Each department or dealership has been issued with a start-up pack to support the effective launch of the Extra Mile Recognition Scheme. You should have received: • • • • • • • •

A branded nominations box A set of nomination cards Nomination card holder Poster Certificates Pens Pin Badges Display hanger

It’s important that you place the nomination box in an area that is accessible and visible to all Team Members within the department or dealership e.g. in a main office, break out area or kitchen. It should not be located in a customer area. If you are running low on Extra Mile supplies, such as nomination cards or certificates, then you can order replacement stock via the Web2Print Portal. There is no charge for ordering additional Extra Mile material.

6

RECOGNITION IN 3 EASY STEPS There are 3 easy steps within the Extra Mile Recognition Scheme:

1. NOMINATE 2. CELEBRATE 3. ELEVATE STEP 1 – THE NOMINATION The principle of the Extra Mile is that anyone can nominate anyone: Team Members or Leaders, in their own team or in any other team across any division in the group. With the launch of Extra Mile you can recognise Team Members in your own or any other team and inspire them to continue to deliver great service. At the heart of the scheme is the concept of saying thank you and recognising those individuals and teams that have gone above and beyond the call of duty. If you know an individual or team that has demonstrated one of our values to an excellent level then you can help us to recognise them. There is a lot of good work being done by many individuals and teams across the business and it is important they get the recognition they deserve. You may have worked with somebody from another team, department, brand or division who has significantly contributed/ helped with the work you are doing and you feel that they have demonstrated a valuable contribution. Nominations don’t have to come from a Team Member’s Leader or even from within the same team, the nominator just needs to explain why they deserve to be recognised!

GUIDING HINTS AND TIPS TO SUPPORT YOU AND YOUR TEAM IN MAKING NOMINATIONS: •

An individual’s or team’s contribution should be demonstrated both in terms of the outcomes (results) and the manner in which the work was completed (behaviours)

•

To make the nomination meaningful it’s important to be clear about what role they played and what they achieved

•

Highlight the benefits that their efforts brought to the team, department or business and our customers

•

If appropriate, explain if their efforts have led to any sustainable or follow-on initiatives

•

Simply saying thank you is just as important as recognising someone for delivering great customer experience or making the business lots of money, sometimes thank you goes a long way!

7

RECOGNITION IN 3 EASY STEPS SO WHAT KIND OF THINGS CAN OUR TEAM MEMBERS BE NOMINATED FOR? There is a whole host of reasons why you may choose to nominate a Team Member, here are just a few examples: • • • • • • • • • •

Great customer service or feedback from customers Supporting other Team Members in times of need e.g. coaching or mentoring Excellence in leadership Great teamwork Identifying ideas for improvement Significant improvement in performance or over achievement of targets Completion of a formal qualification which adds value to the business Professionalism Demonstrating our values Simply thank you!

The nomination process is easy, simply fill in a nomination card and pop it in your local nomination box.

CHOOSING THE TEAM MEMBERS OF THE MONTH Choosing the Team Member of the month should be a collective activity across the Leadership Team at a business or within a department. It is encouraged that you should plan in an hour towards the end of each month to meet together with all of your leaders and decide who is most deserving of recognition. The key thing is that the individual and their achievement stands out and is agreed by everyone as the most deserving.

8

RECOGNITION IN 3 EASY STEPS STEP 2 - CELEBRATE Celebration is critical in making the Extra Mile scheme successful and ensuring our Team Members feel valued for their contribution.

TOP TIPS OF CELEBRATING SUCCESS: •

Once you have decided on who the most deserving nominee is then this should be announced to the rest of the team/ dealership face to face via a team meeting. Ensure you recognise everyone who has been nominated via a verbal mention to give them their moment in the limelight. It’s important to share with the wider team what the individual was nominated for and why the Leadership Team thought it was the most deserving contribution. The nominee you recognise as having gone the Extra Mile that month should be presented with a signed certificate, Extra Mile pen and pin badge. It is not recommended that additional forms of reward are given at this stage (either monetary or gift). All nomination cards for the month should be displayed in a place that is visible to all of the team e.g. in the break out area or a main corridor. Be sure to remind all Team Members of the importance of recognising each other’s contribution on a daily basis.

• • •

• •

REMEMBER GOOD RECOGNITION SHOULD BE SMART: • •

Sincere. Above all else, an Extra Mile award should reflect a genuine expression of appreciation. Meaningful. Ensure your Team Members know and understand the impact of their contributions to each other, our customers, our stakeholders, our manufacturers and our wider business. Adaptable. The diverse workplace demands alternatives to how success is celebrated. Keep the reward scheme fresh and engaging by adapting how the award is delivered each month, consider the style of delivery, the environment and who delivers it. Relevant. Some personal dimension is essential to a good reward. No matter how formal or informal, expensive or affordable, the relevance of any recognition will be improved with a personal touch - it’s a little thing that makes a big difference. Effective recognition should be awarded by someone relevant to those receiving the award. Timely. Don’t let too much time pass before the individual is thanked or commended for their contribution. The Extra Mile nomination is the icing on the cake – the real value comes from the verbal recognition. If left too long, the recognition may be devalued and credibility eroded.

•

•

•

9

RECOGNITION IN 3 EASY STEPS STEP 3 - ELEVATE Each quarter you will be asked to put forward one Team Member who, from all of those in the last 3 months, who are the most deserving to be elevated to regional recognition (departmental recognition for non-franchised divisions or business areas). Choose your nomination carefully as you only have one nomination per quarter. All Team Members put forward for regional level will be recognised by the Regional Director, National Franchise Director or Head of Department for non franchised business units at a quarterly event. At the end of the year Regional Directors will be asked to put forward the top 10% of those who have been nominated in the quarterly events that year to be recognised at Franchise Level and Divisional Level. Further guidance will be sent on how this element will work closer to the time. It is at this stage that nominees will be aligned to one of the main event categories: •

Best Improver - This recognition goes to the individual that has shown the most significant improvement, in the month or quarter against the odds! This award really proves the dedication that a team or individual has achieved.

•

Best Newcomer - Recognising our graduates, undergraduates, apprentices and new starters (who have been with us for less than 12 months) for their dedication to personal development and contribution to the business.

•

Best Team Member - The individual in the team who has given the most in terms of determination, hard work and motivation to succeed in delivering both theirs and their wider teams objectives.

•

Best Leader - The winner of this award is the Team Leader, who in the eyes of their team demonstrates the qualities of good leadership. This really is the award that shows how valued Team Leaders are and what difference they can make to the work ethic of the team. This award recognises an individual who inspires others to strive for perfection. They influence without authority, often putting others’ interests ahead of their own. “A champion of their Team Members.”

•

Customer Champion - This goes to the individual that has demonstrated a level of service beyond expectations. This award recognises those who have gone that Extra Mile to ensure that our customers feel valued, representing truly outstanding customer service.

In addition there will be a number of other categories for which Team Members/Teams will be nominated by Senior Leaders annually based on their overall outstanding contribution to the business. These categories include Manufacturers Choice, Retailer of the Year, Team of the Year, Ton of Money and Innovation.

10

FAQ’S How do I nominate? The process for nominating is very easy. Nomination cards and Extra Mile boxes have already been sent to all sites and should be located in an accessible Team Member area, such as a canteen. Simply fill out the nomination card and pop it in to the Extra Mile box. Who can I nominate? You can nominate anybody in the organisation; Team member or Leader, from any location, not just your own team. How do I nominate a Team Member from another team or department? Nominations for people in other teams should be done in the same way as a nomination for a member of your own team. Simply fill out a nomination card and pop in to the nearest Extra Mile box. What if I have nominations for people in other teams? At the end of the month, if you have nominations for a member of another team, please forward these to the relevant Leader of that dealership or department. I am the Leader and there is a nomination for myself, what do I do? If you recieve a nomination for yourself, pass this onto your Head of Department, Regional Franchise Director or National Franchise Director who will consider the nomination. How do I order more Extra Mile material? To order additional Extra Mile material, such as certificate or nomination cards, log on to the Web2Print Portal. Additional Extra Mile material is free to order. How many winners are there each month? Each dealership or department should announce one winner each month. The winner will be rewarded with a handwritten certificate and Extra Mile pen and pin badge. I haven’t received any nominations from my team this month, what should I do? Don’t panic. Recognition is a natural process and should not be forced, sometimes there may not be opportunities to recognise great behaviour.

11

FAQ’S How do I choose a monthly winner? At the end of each month, you should open the Extra Mile box and review all of the nomination cards with your Leaders. Together choose 1 nominee who you feel most deserves to receive the Extra Mile award for this month. When do I celebrate with my team? You should recognise all of the month’s nominees at the next team meeting by sharing the reasons for each nomination with your Team Members before announcing the monthly winner. Timing is critical, don’t forget that recognition should happen as quickly as possible to be most impactful for the individual. Can I give someone more than just a certificate? One of the key principles of the Extra Mile is to create consistency of recognition across the group, it is therefore recommended that the monthly award is an Extra Mile certificate, pen and pin badge. However, the giving of additional gifts is at your discretion as a Leader. Does this replace Top Gun? Yes. Top Gun has been a successful form of recognition over the years, however, the Extra Mile is now the only group wide recognition scheme. What happens at the end of each quarter? At the end of each quarter you will be asked to choose 1 person to be put forward for a quarterly award. The quarterly award will be decided by your National or Regional Director. The reward may change from quarter to quarter, therefore, you will be informed in good time about the details and next steps. If you have any further questions please contact us at [email protected]

12