A Power Station case study: Integrated Standards & Recognition Programmes

Developing Teamwork And Improving Standards

The challenge here was to develop a programme structure that linked all the different departments in a franchised retail outlet, driving them towards a common goal. In doing so, it was vital that everyone was focused on the need to deliver an outstanding sales and service experience for customers.

In developing our solution, particular consideration had to be taken of the many different initiatives that were already in place, some of which were effective, others less so. To sustain interest and involvement over the long term, we also needed to integrate a variety of tactical activities into the programme and develop a strong communications platform.

Our approach was to review all the relevant measurement criteria that were in place for the different audience groups, before recommending a mix of key performance benchmarks that everyone could relate to.

Communications were vital, particularly to a programme of this scale. We recommended a "bottom up" approach that ensured sustained commitment and support from programme "champions" at each outlet.

Our database management skills were used to develop performance reporting systems that simplified the range of existing reports, providing more focused and relevant information. These were further enhanced using new media and online solutions that ensured up to the minute information was available at the touch of a button.

A core element of the communications was a regular magazine style publication featuring a colourful mix of personal and programme related news. Best practise stories were featured in the magazine and staff were encouraged to contribute with regular features and competitions. The need to drive sales performance was balanced with the need to integrate training and educational modules into the programme. This helped reinforce the drive towards continuous improvement in all areas of business operation.

Finally, we recommended a balance of reward and recognition that ensured participants at all levels bought in to the programme. Business owners appreciated the impact well motivated staff would have on their business and their staff enjoyed the involvement and recognition within the different peer groups and throughout the whole channel.

The team spirit ethic continues to flourish and is now very much a part of the organisation's culture. Customer satisfaction ratings have made steady progress and the programme has become the cornerstone of future strategy.

To contact us, telephone +44 (0) 1509 416677 or email us here.