WHAT WAS THE SITUATION?

We were brought in to Sky’s ‘Site Squad’ of 850 team members nationally, to manage a cultural transformation programme for the property teams. Following a difficult mobilisation, the team were disparate and disengaged, with low-morale and lack of purpose.  Over a year, we ran a range of interventions to:
1. Instil a sense of purpose and clarity in the values
2. Boost leadership capability
3. Improve internal communication
4. Improve the customer service delivery

…resulting in a greatly improved level of morale, satisfaction and engagement.

SO, WHAT HAPPENED? 

We surveyed the team members through an anonymous online tool and via face-to-face forums to get a clear understanding of which areas needed to be the initial focus.   After that, we implemented a five-step programme of changes within 6 months, which included team workshops, management coaching, team champions, cross training, audits and talent mapping.  This was supported with a range of measures to improve communication, such as listening groups, team talks and feedback mechanisms.

WHAT WAS THE RESULT?

The feeling of ‘pride in their work’ went from 40% to 85%, the feeling of a ‘great collaboration’ went from 35% to 65% and willingness to ‘go the extra mile’ went from 57% to 83%.

Churn reduced by 10% and the number of internal communications tripled.  We also conducted over 50 training programmes, we held a number of very well-attended social events and ran the first annual awards ceremony. After 18 months the programme came to an end, with big uptick in results from all of the people metrics we originally agreed.