‘The Simply Better’ philosophy was introduced and every member of staff was involved in the process which was aimed at building trust, encouraging honesty and switching from an obligation to an ownership mindset. Their operational plan was simplified from 53 to 6 key items; service providers were invited to participate and support the new organisational culture and wide-ranging employee, leadership and management development programmes put in place. There is now an annual staff awards and ‘Simply Better’ forms part of the appraisal process. First Wessex have already seen a 40% increase in customer compliments and employee ownership of the programme is evident.
“Staff feel valued and trusted and enjoy being challenged and being challenging of Senior Management, so much so that it is quite normal for staff to walk into a Senior Director’s office and ask why they haven’t done something they promised.”
Case study includes video interviews with directors and employees as well as a supporting PDF.