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coaching » testimonials and case studies

Testimonials and Case Studies

 

 

Team Coaching Case Study

Simon Titchener, Managing Director of ISS Food & Hospitality Services commenced his role during the last quarter of 2007 and during his first week was presented by a client with a contract threatening issue.
‘'During my first week with ISS Eaton I met the clients from a large legal firm for which we provided Catering at 4 sites across the UK.  I was made aware that there were some significant issues with the management of the contract which were not being addressed.
These issues had been raised in March of this year and had still not been resolved despite the fact that the timescale for resolution was 6 months.
- Lack of consistency
- Communication at all levels both internally and with clients
- Recruitment & retention of staff
- Speed & accuracy of management information provided
- Lack of overall ownership of the account
- A detailed specification was implemented but not followed through, not briefed to all staff
By being honest with the clients I established a good relationship with all of them and resulting from that the clients very generously gave us a further 6 months to resolve these issues and move the contract forward or it would go out to Tender. I contacted Caroline Brown at winning image solutions (WIS) who outlined the process of team coaching that she believed would provide a solution. Various people had been brought in prior to my starting to try to overcome the issues but the previous processes were more of a ‘sticking plaster approach' rather than the ‘empowerment of the individuals' solution that WIS were proposing.''
In mid November a team coaching day was held, involving the Managers at the 4 sites, Simon Titchener and Chris Towler, Chef Director for ISS Eaton.
Initially there was a lot of disbelief and cynicism in the room, especially from existing Managers at the sites who had heard before that it was ‘all going to be fixed' but had never seen sustained improvement.
However by the end of the day's session, which was facilitated by WIS, the group of people were working significantly towards becoming a team and actually believed that the Vision and Goals that they had produced might be achievable.

The team worked through specific actions to achieve the goals, they had fortnightly conference calls to check that they were on target and a catch up day at 6 weeks through with WIS. All of this brought the goals to completion in 12 weeks.

Significant achievement through the goals:

 Client confidence that a permanent improvement had been made, demonstrated by the award of a new 3 year contract and the awarding of a new site without a tender process
 Motivated Managers and staff who have introduced an induction booklet for new starters and a simple company reward scheme that has been adopted across the whole company
 A loss of 96k for 12 months up to the end of December 2007 is now a profit of 26.5k from January to April including significant GP achievement
 The 4 Managers and their new Account Director having seen the benefit to the business and the individuals of Team Coaching, with the facilitation of WIS set themselves 3 new goals, which built on the original goals.