HR CX Support & Change Management Plan

Elements Details
1. Post Call 95 1H 2013 / EXTRA Truck Rolls 76% 1H 2013 / NPS 75 by end of 2013
A clear aspiration and 2. C.O.D.E. training 76% 1H 2013 and 100% by end of 2013
related metrics/goals 3. Adapted CIMS training 50% by end of 2013
4. HR support plan clear and aligned Q1 2013
1. Change leader strategy identified for each region Q2 2013
Leadership, 2. HR role modeling at all levels - process confirmations, coaching, problem solving, CIMS for HR by Q4
Ownership, & role- 2013
modeling 3. HR immersion - supporting structure with clear R&R (HR, comms, training) Q2 2013

1. Talent Review action plans in place by Q3 2013

Investment in front line 2. HR/Front Line leader tools driving continued leadership development
development 3. Roadmap/CODE/Continuous Improvement/Lean tools/RCPS down to Sups
4. Complete CLE / Roll out next phase of leadership skills training

Rigorous performance 1. Align recruiting VJT / exit process / internal interview and placement process by Q3 2013
2. Align Talent Mgmt and Performance Mgmt processes and training Q3 2013
management

1. Processes/programs in place and infused (CIMS, CODE, comms plans, huddles, WILO, CX QCs etc) by Q4
2013
2. Align current metrics (employee engagement, org health, talent deployment), with CX metrics Q2 2013
Tools for sustainability 3. Measurements of Success in place (metrics, dashboards, health assessments) Q2 2013
4. Reinforcing mechanisms (incentives, recognition) in place Q3 2013
5. Redefined Supervisor role (Supervisor of the future) Sup assessment by Q2 2013
6. Use of process confirmation tools - HRBP health checks, HR site reviews aligned, round tables in place by
Q4 2013
7. Provide a platform to exchange best practices at the director and manager level within / across regions
Thoughtful 1. Position DTV business strategy and what drives the why behind the CX transformation
communications 2. Create CX value proposition for all employees/positions and articulate how they create impact
strategy 3. Simplify statement of purpose ("rally cry") - Purpose, Passion, Commitment
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