360 degree feedback

Background:
Retail Organisation
Experienced rapid growth over past 2 years
80% of Store Managers had no previous management experience
75% of Store Managers less than 12 months service
Performance Issues across the group
Inconsistency in Leadership Style
Labour turnover increasing

Diagnosis:
Reviewed exit interviews
Facilitated group discussions with the Senior Operating Committee
1:1 discussions with a selection of Store Managers.

Findings:
Standards were not clearly set or communicated
Confusion over expectations of the roles
Vastly different levels of management competence
No consistency
Feedback was poor

Approach:
To develop a set of Management competencies required for the role
Undertake 360 feedback programme for all 220 Store Managers
Bespoke 360 feedback questionnaire designed and managed based on the management competency framework
Feedback reports were shared at a 2 day workshop

Workshop Content/Approach:
1:1 Feedback followed by team development
Non threatening environment
Introduction to giving and receiving feedback
Personal feedback
Personal Development Plans Based on competency framework
Opportunity to display and practice behaviours
Action planning for personal accountability and responsibility to overcome barriers and develop own behaviours

Results:
Consistent Leadership Style and approach
Performance Management system linked to 360 to ensure ongoing development
Labour turnover reduced throughout the business, not just in the Store Manager roles