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Insight Ignites Sibling Rivalry

Insight EVP/COO Dinni Jain's method of boosting the performance of Insight's 13 districts was simple, yet creative: He pit them against each other. Jain instituted the Insight cup challenges in April 2004, in which the district that has the best customer satisfaction (as measured by Insight's quarterly Frank Magid Associates surveys) gets the Willner Cup (named, obviously, after Michael Willner, the company's president and CEO). The district with the most improved customer satisfaction is awarded the Challenge Cup, and the district noted for operational excellence wins the Insight Cup.

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The coveted trophies travel to the winning district each quarter, but the overall winner at year-end keeps the cup, which gets engraved with the triumphant district's name. A fourth cup challenge recognizing excellence in employee involvement begins later this year.

"There's a good-natured competition developing here," Jain says. Each month, districts can see how they are doing versus their peers. And when a district falls close to the bottom on metrics for any of the cups, Jain says he doesn't even have to pick up the phone: "They're all over it." There are no cash rewards involved, Jain says, "just pride."

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Insight Ignites Sibling Rivalry

Cable World, Feb 7, 2005

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