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Energizing Culture Change

Performance scores have improved, and Ameren has changed metrics to produce more detailed information. Managers were bumping up against scores in the mid-90s — the percentage of customers who rate the service an 8, 9 or 10. In 2011, Ameren began targeting and rewarding ratings of 9 and 10 as opposed to ratings of 8, 9 or 10 to give the managers an incentive to strive for improvement.

Mike Mabey is vice president of client solutions at CMI, and Richard Mark is senior vice president of Ameren Missouri. They can be reached at editor@CLOmedia.com.

Article Keywords:   culture   corporate recognition programs   Ameren Missouri   change  
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