November 2014 With a little more than a year under our belts using Encore! Encore!, we are pleased to report that 71% of managers in the U.S. and Canada have used the program to recognize, reward and show appreciation to our most valued resource our Aramark employees. That s a win for all of us! Strong utilization of the program leads to improved employee engagement, satisfaction and retention, and in turn, a stronger Aramark. In this issue of Spotlight on Encore! Encore! we will explore our accomplishments, the areas where we need to turn our focus, and our plans for enhancing the tools in the near future. We ve Made Great Strides The charts below give a quick overview of program utilization from October 1, 2013 through September 30, 2014. We are happy to see the results below. The percentage of managers giving recognition now exceeds 70% and continues to grow. Keep up the good work! Notes: For purposes of these reports, Managers are defined as employees with at least one direct report as reflected in HCMS/ADP. All data is for the U.S. and Canada only. 1
However, the percentage of employees receiving recognition (29%), while growing, lags behind. Let s focus on our employees great work and make those numbers grow! While Peer-to-Peer was a recent enhancement implemented in March, there hasn t been as much participation as we would like. More communication and reinforcement is needed to encourage our employees to say Thanks to their peers. 2
Now let s look at why our employees are being recognized. The Aramark Value, Sell and Serve with Passion, continues to be the Value most frequently identified. Notes: For purposes of these reports, Managers are defined as employees with at least one direct report as reflected in HCMS/ADP. All data is for the U.S. and Canada only. 3
ethanks (ecards and ebuttons) are by far the most popular way of giving recognition. Remember it costs nothing to do so! Uniform Services remained in the lead for FY14 with a 90% rate for issuing recognition. Congratulations AUS! How can you ensure that your business tops the charts in FY15? See the next page for steps you can take to increase utilization. Business Sector Total Managers Who Issued Encore! Encore! Manager Utilization 10/01/2013 to 09/30/2014 Total Managers Who Have Not Issued Total Managers Eligible To Issue Percentage Issuing Uniform Services 1,172 128 1,300 90% Business and Industry 1,232 424 1,656 74% Headquarters 211 91 302 70% Healthcare 951 423 1,374 70% Education 1,806 967 2,773 65% Sports, Leisure and Corrections 994 580 1,574 63% Aramark Overall 6,366 2,613 8,979 71% Notes: For purposes of these reports, Managers are defined as employees with at least one direct report as reflected in HCMS/ADP. All data is for the U.S. and Canada only. 4
Let s Make It Even Better As you just saw from the charts on the previous pages, we still have work to do in the areas of Employee Reach and Peer-to-Peer appreciation. Recognizing this, the information below summarizes the program enhancements we have recently implemented to improve Encore! Encore! and spur program utilization. It also lists what you can do to help us reinforce these enhancements and ensure they have the intended outcome and employee impact. Program Enhancement Solution For How You Can Help Mobile Website The Encore! Encore! Website is now optimized for use on mobile devices. Now Hourly associates without access to a computer can give and receive recognition from their smartphones and tablets. Managers can now give Spot Awards on the go, at the moment they see extra effort that adds value to our clients, consumers or team members. Encourage your employees to: Go out to the website frequently. Tell them they can do so on their smartphone or tablet. Check the Wall of Fame to view stories of great work and appreciation happening at your location. Send ecards/buttons to their coworkers to say Thanks, Happy Birthday, or Congrats! Relay notifications that you receive on behalf of an employee without an Aramark email address. Give recognition on the spot by using your phone or smart device. Pay It Forward When recognition is received, the email notification includes a message to prompt the recipient to thank those who helped him/ her. Redemption Reminder Notices System generated notices that are automatically sent to employees who haven t redeemed an award. New ethanks New ecards and ebuttons have been added to welcome new employees, reward great work, honor career anniversaries and promote well-being. Reporting Reports enhanced to list all managers, even if no recognition has been given. Band level was added to the reports. They have also been put into Excel format. This helps broaden employee reach and peer-to-peer appreciation frequency. Redeeming an award can go a long way in motivating and engaging an employee to use the program to show appreciation. This is designed to inspire more moments of appreciation. Designed to provide COOs and HRVPs the ability to see manager details on monthly reports. Remind your employees to Pay it Forward. When they receive recognition, is there someone else they can recognize? It only takes 2-3 minutes to show some appreciation, but the impact lasts much longer. You, too, can check the status of awards you have given and remind employees who haven t redeemed their award that there is one waiting for them. Click My Account, Overview, then click the Appreciation tab under Recent History. Challenge yourself to find a new ecard/button and send it to someone who hasn t received appreciation recently. Encourage all managers within your business to use the program frequently. 5
Innovating the Everyday To continue building on the success of Encore! Encore! as an engaging platform and to further cultivate a culture of appreciation across the enterprise, here are a few of the enhancements that we are currently exploring for Encore! Encore!: Experience Surveys: To gain insights and keep a pulse on giver and recipient experience, opt-in questionnaires will ask for feedback about experience and satisfaction with the process. Gift Cards: Based on your feedback, we are exploring the addition of gift cards (plastic and egift cards) as Achievement Awards at the Silver and Gold levels. More Occasions: We ve heard you and are developing ecards/ebuttons that convey encouragement or thinking of you. These ecards/ebuttons can go a long way with associates who might need a little friendly support. Reporting: Based on another great suggestion, we are adding profit center numbers and regions to the monthly COO/HRVP reports. Recognizing the Top Recognizers is more than just a word at Aramark. It s integral to the way we do business. And one of the key tenets of recognition is to show appreciation frequently whenever we see performances that exemplify our values. Below are two employees that have embraced this goal with great enthusiasm. Meet the Top Recognizers at Aramark for FY14: Top Manager Weighing in with a grand total of 1,261 (4 Achievement Awards, 15 Spot Awards, and 1,242 ethanks), David Sloma has earned the top spot among managers who have used Encore! Encore! to reward behaviors that lead to great results. David is the Vice President of Operations West Coast for Leisure, and is based in Portland Oregon. He has been with Aramark for 25 years. Congratulations, David! 6
Top for Peer-to-Peer Appreciation Let s put our hands together for Nicole Hecht who has given a record-breaking number of ethanks 528 ecards and ebuttons in total. Nicole is an HR Manager with S&E Convention Centers in Tampa, FL. She has been with Aramark since June 2013. Nicole is also a new STAR Team member. Congratulations, Nicole! International In June we began a staggered roll out of our global rewards and recognition program across Europe, South America, and Asia. While it s still too early to provide meaningful statistics, we are seeing steady progress. We ve also begun to launch the Celebrate Milestones program around the globe. This program went live in the UK, Ireland, Argentina, Chile, Peru, Colombia, China and Mexico with October 2014 anniversaries. Delivering valuable programs such as Encore! Encore! to our employees in our international locations is a great undertaking. There are language, cultural and fulfillment considerations that we don t have in North America. For example, we have had to translate the Encore! Encore! website, Manager s and Employee s Guides, demos, training, Celebrate Milestones Yearbook brochures, FAQs, Posters, letters, emails and more for our international launches. We couldn t have done this effectively without the support of the dedicated individuals below who have generously given their time to review the language translations and cultural aspects of the program. A huge Encore! Encore! thank you goes out to: Belgium: Nicolas Degalan, HR Payroll Officer Veerle Imbrechts, HR Business Partner China: Corrina He, National T&D Sr. Manager Eva Yu, National C&B Manager Czech Republic: Martina Chloupková, HR Manager Germany: Sasa Basta, Manager Compensation & Benefits India: Nirja Sharma, Vice President HR Korea: Jessie Park, HRD Manager Mexico: Ivan Gómez Ocampo, Human Resources Supervisor South America: Alejandra Quinones Velásquez, Head of Internal Communications Spain: Sabrina Lanata, Training Specialist UK: Graeme Buck, Head of PR and Internal Communications Spotlight on Encore! Encore! is published by: Aramark Benefit Services 1101 Market Street 6 th Floor Philadelphia, PA 19107 1-855-528-BENE (2363) 7