People Matter Our people are the most important part of our business and that's why it's crucial that we listen to them. We expect our general managers to regularly give their team members the opportunity to provide feedback face to face.
As a general policy, we require that our managers regularly give their team members the opportunity to provide feedback face to face. We regard the line manager as the primary communicator. However, in addition, we have a number of other mechanisms, including the YOUR SAY survey; formal quarterly consultation forums; informal 'Take 5' meetings; conference calls; conferences; 'organisational fitness profiling' sessions; and regular communications forums. There are other vehicles too which differ brand by brand, such as a daily, weekly or monthly face to face team briefings, direct email contact to senior management and voicemail messaging systems where employees are encouraged to call up senior management and leave them messages or discuss issues that concern them.
We are also about to introduce a process called 3D throughout all of our businesses, right down to individual outlets. 3D - Direction, Dialogue and Delivery - is a process that will help our managers to understand the real nitty gritty issues affecting each outlet and to do something about them. It's a chance for the management team to really listen to and learn from the people that know the business inside out - our team members.
It works by getting our team members to give their open and honest feedback on what they think are the strengths and also the stumbling blocks that will either help or prevent the outlet from achieving its goals.
Once all the strengths and barriers have been got out into the open it's then the responsibility of the management team to develop an action plan that addresses the key issues, starting to make meaningful improvements that will transform our overall performance.
By getting our frontline team members to share the challenges that they face daily and get them to give their ideas on how the business can be made to work better we can improve everyone's working lives, the member/guest experience and ultimately our financial performance.
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