An Example

Problem – The UK subsidiary of an international sales and service company was achieving only moderate levels of sales and profitability with marginally acceptable service levels. New supervisors needed developing and the management group needed to start functioning as a team. In addition, the company as a whole needed to embrace the active application of the 80:20 rule in all its activities as required by the parent company.

Solution – Hendry Performance Development put together a development programme for the whole company entitled Empowering Our People. It was focused initially on the management team and was later broadened to provide training to all staff.
During 2006, one or two day modules were designed and run for management on
o The Role of a Manager
o Managing Performance
o Applying the 80:20 Rule
o Developing Communication Skills
o Developing People
o Developing High Performance Teams
A cross-functional and multi-level team was put together and enabled to design a performance management process which was then launched by staff.
Training in telephone techniques was given to all staff so contact with customers and suppliers by whoever answered the phone was consistent and of high quality.
Managers and supervisors took over the running of the Annual Staff Meeting (previously run only by the MD) and encouraged and obtained contributions from their staff.
Project teams and individuals applied and measured the impact of the 80:20 rule in all aspects of the business.
Managers and staff received individual coaching and mentoring.

Outcome – The management group became a team. Visiting senior executives from Head Office were impressed by the cohesion and teamwork displayed.

The external Assessor for Investors in People was significantly impressed in September 2006 granting a renewal of their status. There were many positive quotes from employees, “Managers are very approachable” “The managers do lead by example”. “I do feel recognised and valued”. “It is good to be involved in making improvements. It makes the job more interesting”. “It is all about customer service”

The company has prospered with outstanding results in 2007. The Managing Director said
“We have just had our best year ever, thanks largely to the work you have done.”