Brandy Robert, Senior Manager, Proactive Service Delivery, Oracle Corporation and Rob Shapiro, Senior Director, Customer Service Experience, Oracle Corporation, have teamed up to implement ideas in My Oracle Support Community. The Your Idea Counts! series of blogs (tagged with ideas, ideation and your idea counts was co-authored by them and will deep-dive in to topics such as why idea generation is important today; ways to capture ideas; user and business impact; changing company culture to rally around ideas; and, of course, measuring idea ROI's, KPI's and other intangibles.
Our blogs series, Your Idea Counts!, is not about the platform but rather about the definition, thought process and end-to-end process of implementing ideas in the enterprise for a product(s) but could easily be applied in many other avenues. This is a series because there is much to say and we don't want you to have to read a book to get something out of it immediately (so, short and productive pieces). This blog series gives you the necessary thinking and end-to-end plan (with actions along the way) on using Ideation.
Your Idea Counts!
- Your Idea Counts: How to successfully implement ideas in a global customer community
What is an idea? How do we express an idea? The Thinking Model.
- Your Idea Counts: The Importance of an Engagement Model
The Transaction Problem (1-on-1), The Knowledge Problem (lack of knowledge), Problem Solved (using Ideation and resultant benefits) and The Engagement Model (tips for creating a model).
- Your Ideas Count: Implementation Planning
Planning for implementation including executive buy-in, defining the plan, setting expectations, engagement, commitment and communication.
- Your Idea Counts - Go Live
Rewards & Recognition. Gamification. Real-World Rewards. Capturing ideas. Details of process.
- Your Idea Counts: Idea Valuation (aka Reporting or Analytics)
Basic Metrics. Key Performance Indicators (KPI's). Return On Investment (ROI).