MTN Global Recognition Programme: MTN Shine Overview. Date: 24 February MTN Global Recognition Programme

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1 MTN Shine Overview 1 : MTN Shine Overview Date: 24 February 2015

2 MTN Shine Overview 2 Contents 1.! Welcome!to!MTN!Shine!...!3! 2.! Purpose!of!the!programme!...!3! 3.! Benefits!of!participating!...!3! 3.1.! Employees!...!3! 3.2.! Supervisors!/!Managers!...!3! 4.! How!to!participate!...!4! 5.! InterHoperation!recognition!...!4! 6.! Recognition!Criteria!...!5! 7.! Recognised!Behaviours!/Values!...!6! 8.! Eligibility!...!9! 9.! Access!to!the!system!...!9! 10.! Employee!Wallet!...!9! 11.! Governance!...!9! 12.! Contacts!...!10!

3 MTN Shine Overview 3 1. Welcome'to'MTN'Shine# MTN Shine is the company s recognition programme hosted on a new digital platform. It is designed for MTNers to recognise one another for behavioural excellence and extraordinary effort. The primary aim of this programme is to promote a culture of recognition for individual and team excellence.! 2. Purpose(of(the(programme# MTN Shine aims to: Promote a culture where the behavioural and extra ordinary efforts of individuals and teams are identified and recognised on the spot. Promote behaviours that are aligned to business objectives. Reinforce MTN s Total Rewards strategy as a means of attracting, motivating and retaining talent. 3. Benefits(of(participating# 3.1. Employees)# We all know that giving feels good. MTN Shine gives you the tools to immediately recognise your colleagues or team members for going beyond what is required of them. Through MTN Shine, you can recognise exceptional behaviours and efforts of everyone you interact with, be they within your own team, in other teams and departments or another OpCo. Likewise, MTN Shine also gives others access to recognise you, when you shine bright Supervisors*/!Managers# Line managers do not always have line of sight of the extraordinary efforts of their direct reports, or the results that those positive contributions have for their colleagues and business. MTN Shine provides an opportunity for line managers to have a 360 degree view of their direct reports positive behaviour and the recognition they receive from others. Peers, colleagues and other managers will now be able to express their appreciation and gratitude for behavioural excellence and extraordinary efforts.

4 MTN Shine Overview 4 As a reporting capability, managers can choose to filter their wall view to only see their team s recognition activities. This is done on the Home page above the KQ on the left of the page with the drop down menu labelled Groups. 4. How#to!participate((# MTN Shine empowers individuals with a wallet of points to recognise other individuals and teams. You will thus be allocated a number of points each month to use whenever you see someone displaying exceptional behaviour or extraordinary effort. As recognition is primarily aimed at identifying and spontaneously recognising right on the spot, points allocated must be utilised during that month, else they will be lost (i.e. a use it or lose approach applies). Unused points for each month will not be transferred to the following month but will be forfeited. 5. Inter(operation)recognition# Recognition of other employees/departments in other operations is promoted through the programme, however the accumulation of points will not be automatic, an Opco Administrator will manually update the Kudos platform on a monthly basis. Please read the following tables to enhance your understanding and differentiation between Recognition Criteria and Recognised Behaviours/Values

5 MTN Shine Overview 5 6. Recognition)Criteria# The following criterion is used to allocate recognition points: Thank You Good Job Impressive Exceptional Points allocation Thank you! Keep up the good work! You re making a visible difference! What an outstanding achievement! The behaviour of the individual / team involved minimal time and/or it displayed a higher than expected standard of delivery. Example: Thank you for reviewing that document for me. Example: Thank you for your consistent and excellent attention to our customers needs. You delight!them!every!time!! The behaviour of the individual /team involved significant time and/or it displayed a much higher than expected standard of delivery. Example: Good job providing your insights into that document! Example: Thank you for your creative and fresh approach to resolving customer issues. The customer is pleasantly surprised and delighted The behaviour of the individual / team made a visible difference and raised the standard of delivery. Example: You really made a difference to the project by stepping in to help in an area that's outside your responsibility. Example: Although it was not your responsibility, your intervention made a real impact on the customer. You made the customer s life brighter! The behaviour of the individual / team exceeded delivery and job responsibility expectations. Example: Exceptional job delivering the project - without you we would not have been as successful! Example: Your expertise and innovative ideas have greatly improved our approach to customer experience. Our customers are more inspired and dedicated to our brand.# 5pts 10pts 20pts 50pts!!

6 MTN Shine Overview 6 7. Recognised*Behaviours*/Values# MTN Shine has eight recognized behaviour categories that are aligned to our business imperatives: Category: Definition: Standard/ measurement: Recognition Guidelines (Behavioural Impact) System Value Library and description Values (Behaviours) recognised (These are behaviours demonstrated by individuals/teams recognised. Living the VBs: Active Collaboration Role modelling. Case examples. Positive feedback from: Manager Team Other (supplier/ customer/3rd party) Active Collaboration: I do not hesitate to sacrifice time and resources to support colleagues, within or outside my function, in the best interest of the overall enterprise (MTN). Active Collaboration Active collaboration means never hesitating to sacrifice time and resources to support colleagues, within or outside their function in the best interest of MTN. - Collaborative Living the VBs: Complete Candour Role modelling. Case examples. Positive feedback from: Manager Team Other (supplier/ customer/3rd party) Complete Candour: I openly and candidly share my views regardless of the level or position of the person I am addressing. Complete Candour Complete candour means openly sharing constructive inputs and views regardless of the level or position of the person I am addressing. - Speaks up

7 MTN Shine Overview 7 Living the VBs: Get it Done Role modelling. Case examples. Positive feedback from: Manager Team Other (supplier/ customer/3rd party) Get it Done: When I notice a problems or risks, I take action to try to resolve them or escalate when I can t rather than waiting for someone to else to notice them Get It Done Get it Done means identifying problems and/or risks, and then proactively taking action to resolve or escalate them without waiting for someone else to notice them - Get It Done Living the VBs: Complete Accountability Role modelling. Case examples. Positive feedback from: Manager Team Other (supplier/ customer/3rd party) Complete Accountability: When I need to hold people accountable to commitments and results, I speak to them directly regardless of whether they are peers, senior leaders, direct reports or anybody else Complete Accountability Complete accountability means speaking directly to individuals whether they are peers, senior leaders, direct reports or anybody else. - Accountable Operational Efficiency Cost management. Business process efficiency Savings Speed. Simplicity. Improved speed, savings or simplicity (business process, systems improvement, etc.) Operational Efficiency Operational Efficiency means improving speed, achieving savings, or simplifying processes or systems for the business. - Creates Value

8 MTN Shine Overview 8 Innovation Radical (new) or continuous improvements New approved ideas. Idea to action. Positive business impact. Quality of implementa tion. New ideas creating value for MTN (revenue, business performance, intellectual property, reputation, etc.) Innovation Innovation means coming up with new ideas that create value for MTN. These can be in any area, including, but not limited to: revenue, business performance, intellectual property or MTN s reputation. - Innovative Customer Experience (internal and external) Customer experience (P10 measures) Positive feedback. An improved customer service experience Customer Experience Customer experience means delivering excellent service to internal and/or external customers. - Client focus Exemplary Leadership Role modelling excellence. Case examples and impactful stories Degree of positive change. (pre/ post) Inspiring others, individual or team to achieve business results Exemplary Leadership Exemplary Leadership means inspiring others, individuals or teams to - Model Leader achieve business results in ways that remain true to our values.!!

9 MTN Shine Overview 9 8. Eligibility* All permanent employees across all operations are eligible to participate under the MTN Shine programme. However, OpCo management can, at their discretion, extend or limit participation in line with their recognition participation rules. 9. Access*to*the*system* You will receive an invite on Wednesday, February 25, 2015 to access the Kudos system. Just click through to set your password and log in. NB: This will come directly from Kudos, not MTN. Please click through the link you receive and log into the Kudos system i.e. mtnshine.kudosnow.com. You can also put a browser add on or bookmark the page to make it even easier to access MTN Shine (only available if you use Chrome, Firefox or Internet Explorer 10). Kudos is also enabled for web use on your mobile and has an app in the itunes and Android stores just search for Kudos Work. itunes - Android Once you are in MTN Shine, check out the links on the left side of the page to learn more about Getting Started, the Recognized Behaviour, Recognition Criteria, How to Redeem Points and for a personal message from CEO If you have any queries about the Kudos system, kindly reach out to your Opco Recognition Custodian. 10. Employee*Wallet* Employees who are eligible to participate in the MTN Shine Recognition Programme are allocated points per month. This means that your recognition carries value that will be redeemable based on your OPCO rewards set up. Points have value! 11. Governance* Participation in the MTN Shine programme should be governed by the MTN Code of Ethics. Participants in MTN Shine are encouraged to observe the spirit of the MTN Ethics Code of Conduct.

10 MTN Shine Overview 10 For compliance purposes, the MTN Shine programme will be subjected to regular system audits, and any irregularities will be reported and investigated. It is hence requested that participants comply by all means to participating rules and with the uttermost adherence to ethical standards as a considerations to other stakeholders. 12. Contacts** If you have any queries about the technical Kudos system or the MTN Shine program, kindly reach out to your OpCo Recognition Custodian.!