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Case Study – ‘Embedding Coaching in the Fabric of an Organisation’
Business Situation:
Ø Loss making business with limited cash reserves, low morale, high staff turnover
Ø Outsourced services business with 80 sites, 300 people, 500 subcontractors & 75 services
Ø Labour market – serious skills shortages, legal obligation to train & transfer skills
Ø High level of customer dissatisfaction
Ø Labour / people based business with service levels tied to competence & culture
Business & People Challenge:
Ø Accelerated skills transfer with limited training budget
Ø Each person & subcontractor delivering a compliant service with continual improvement
Ø Reduce non-conformance costs & reverse reputation damage
Ø Build a confident delivery team with low staff turnover rates & positive morale
Ø Return the business to profitability
Solution – The Role of Coaching:
ü Embedded coaching into the fabric of the organisation
ü Cultural change – Every person with subordinates accountable for coaching subordinates
ü Employment contract – Every manager / supervisor had a defined coaching responsibility
ü Procurement contracts – Every supplier had an obligation to transfer skills to our people
ü Competency matrix for every role & for every person – calendar approach to skills transfer
ü Supervisors responsible for ‘on the job’ skills transfer – focus on one competence at a time
ü Employee responsible for ensuring they get the ‘on the job’ help they needed
ü Skills development monitored through self-assessment & supervisor assessment
Impact of the Coaching Initiative:
ü Developed a reputation as a leading service provider with competent & confident people
ü Marked improvement in customer satisfaction scores with limited instances of non-compliance
ü Significant decrease in employee turnover with obvious improvement in employee morale
ü Improved profitability – cost reduction through reduced staff turnover & productivity gains
ü The broad based coaching approach had a positive impact on supervisor / subordinate relationships
PEOPLE | PRODUCTIVITY | PERFORMANCE
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