The first productivity challenge saw very encouraging results from all tiers by all five functions.  The biggest winners came from the teams of Human Resource Services and Learning & Development Services.  Hear the secrets to their successes from the Heads. {Adeline Ng, Head, HRS stands for AN and Boon Kim, Head LDS stands for BK}:

How did you prepare your colleagues for the win? Was it business-as-usual or was 'extra' effort invested during this period?

AN: We do believe in ensuring that all customer requests are attended to promptly. However, with this new productivity challenge in place, staff felt more motivated and gamed to meet the challenge.

BK: We took every meeting opportunity to remind ourselves of the ongoing challenge.  From the results, I am sure there was extra effort made by everyone to ensure the enquiries were attended to within the timeline.
 
What was the feedback /response to this challenge from your teams?

AN: Extremely positive! Although it is a fact that answering enquires are part & parcel of the daily tasks of HRS staff, however staff have expressed that they were tremendously surprised to know that their hard work is being recognised with monetary rewards.

BK: Positive.  All welcomed the challenge.  It’s extra perk for something that needs to be done anyway.

What are the learning points for your teams from this Challenge?

AN: Improved responsiveness to customers' enquires through Vitaline so as to achieve Vital.org customer service standards. Staff now take ownership and pride when they are able to provide a timely response to the enquiries.

BK: Achieving 100% is not impossible.  The real challenge is in sustaining the good results.

Results of Vital.org’s first Productivity Challenge