Project Management
Quickly Train Large CSR Pool on Key Regulation
Challenge:
Quickly Train Large CSR Pool on Key Regulation
To achieve time-sensitive business objectives, the call center of a large insurance company needed to train 2,700 new customer service agents at 13 separate locations on Medicare Part D. A severe shortage of instructors and classrooms compounded the challenge.Solution:
A Tailored Block-Scheduling Training Program
To meet the challenge, the Chatfield Group worked with site managers, team leaders, and a pool of internal and external trainers to develop a course of study that could be broken apart and delivered over 10 working days. Our instructional design team worked with representatives of governmental agencies to develop the courseware needed to explain Medicare Part D rules and regulations to the company’s customer service reps.Create State-of-the-Art Website
Challenge:
Create State-of-the-Art Website to Attract Rental & Real Estate Prospects
A leading real estate company operating in a major metro market needed to totally revamp its website in order to compete more effectively. It also needed a new graphic identity.Solution:
Develop Advanced, Interactive Website with Appealing Graphics
As part of a comprehensive rebranding initiative, The Chatfield Group designed a technologically advanced transactional website featuring strong graphics, fresh photography and multiple interactive functions. With its new website, the company can showcase apartments for rent, homes for sale and community information in addition to company policies and procedures.By employing SQL, ASP.NET, CSS-P and Adobe Flash technologies in website development, The Chatfield Group created a robust technology platform that enables the company to share a wealth of information in a highly organized, easy-to-understand manner. We also added interactive functionality, including mapping and social-networking widgets, to enhance the visitor experience. And we developed a database management system as well as administrative and technical guidelines to facilitate updating by the company’s in-house staff.
In our broader branding engagement with the company, The Chatfield Group developed new visual identity guidelines for the firm and new digital artwork for implementing the new brand consistently across diverse media and consumer touchpoints.
Quickly Inform Employees about New Compensation Structure
Challenge:
University Needed Help Getting the Word Out on their New Pay System
Faced with significant time constraints, a large metropolitan university needed comprehensive communications support for the rollout of its new compensation program.Solution:
Outsource Rapid-Rollout Communications Support for New Compensation Program
Knowing that time was limited, the university retained The Chatfield Group to produce the broad range of communications materials it needed to support the imminent rollout of its new compensation program. Working in a compressed time frame, Chatfield’s compensation and communications team created a wide range of communications materials for the University’s HR staff and managers to use in discussing the new grade structures and salary ranges and in fielding questions about the new compensation structure. The university also made this information available on its intranet.Key deliverables in this engagement included a Personalized Employee Statement as well as detailing how specific changes would affect individual employees; Talking Points for Managers – key information for managers to convey to their direct reports about the new compensation program; three different sets of scripted talking points for use by managers in one-on-one meetings with employees whose new pay is either above, below, or within the new pay range; a PowerPoint deck for the university’s compensation staff to explain the new compensation program to managers; and two sets of Frequently Asked Questions (FAQs) and corresponding answers – one for managers and another for employees. In addition, The Chatfield Group produced a description of the university’s Job Families and a Glossary of Key Terms.
Open Up Compensation Communications
Challenge:
Facilitate Open & Transparent Communications about Compensation
A Fortune 100 company wanted to equip its managers and HR professionals with the means to communicate more effectively about compensation. When employees have a good understanding of how they are paid, the company reasoned, they are likely to be more engaged. What’s more, employee survey data indicated that company employees were eager to gain a better understanding of compensation issues, and the company was eager to share insights about its Pay for Performance philosophy and its approach to total rewards.Solution:
Intranet-Based Compensation Toolkit
To help determine how to strengthen its compensation communications, the company turned to The Chatfield Group, which offered in-depth expertise in compensation, communications, and website development – the three areas deemed critical by the company’s project leaders.At the outset of the project, a task force of senior HR managers representing all of the company’s U.S. divisions developed guiding principles for their planned compensation toolkit: 1) Discuss pay & compensation in a broad, “total rewards” context; 2) Use clear, concise language to make the Toolkit easy to read and understand; 3) Use a logical and attractive format; 4) Provide fast, accurate and consistent answers to employee questions about pay and compensation; and 5) Keep the information contained in the Toolkit up-to-date.
After assessing the pros & cons of print, PDF and intranet delivery options, the project team opted for an intranet-based toolkit which could facilitate clear, fast and easy access to information presented in an attractive format that could also be easily updated. In its final form, the toolkit features drop-down interactivity and a search function providing quick access to toolkit content, answers to commonly asked employee questions, and a glossary with quick-reading definitions for technical terms.
An immediate success, the intranet-based comp toolkit received more than 1,000 “hits” during its first two days of availability.
Provide Communications Training to Ensure Success of New Performance Management Software
Challenge:
Provide Communications & Training to Ensure Success of New Performance Management Software
To create a high-performance culture, a major utility was seeking to 1) improve its ability to prioritize and manage goals, 2) strengthen the alignment between individual, departmental, business-unit and corporate goals, and 3) enhance its performance management process. To address these objectives, the company was turning to integrated performance management software and needed communications support for the implementation.Solution:
Develop & Execute Communications Plan to Support Software Implementation
The Chatfield Group designed and executed a broad-based communications plan to support the company-wide rollout of Success Factors, a robust performance management software. At a high level, the various communications deliverables reinforced the utility’s plans to 1) automate its paper-based performance management process; 2) streamline goal-setting and performance appraisal while improving the quality of reviews, feedback, and employee development; and 3) improve the ability of the company to check alignment between individual, department, business and organizational goals.Key deliverables included a comprehensive User Guide to help managers and employees set goals, fill out forms, take part in performance reviews, and engage in the online performance management process; handy EZ Guides to walk managers through the performance management process; a training PowerPoint for facilitators to use in conveying key learning experiences to employees; a chart outlining how to create SMART Goals, i.e. goals that are Specific, Measurable, Attainable, Relevant and Time-bound; and a series of Frequently Asked Questions (FAQs) with information about the planned adoption of the performance management software.
Improve Retention and Strengthen Brand
Challenge:
Improve Retention and Strengthen Brand
A top-tier accounting & consulting firm needed to gather data on a wide range of employee perceptions as part of an organization-wide effort to change the firm’s culture.Solution:
Design Surveys for Employee & Alumni Groups
To facilitate culture change, The Chatfield Group designed an all-employee survey to gather data on a wide range of employee perceptions. The project included survey design, administration, feedback reporting and focus groups. The attitudinal data gathered provided the basis for cultural change.In addition, The Chatfield Group developed a customized alumni survey to gather exit information from former employees to strengthen management awareness of the need for culture change.