The practicalities of developing an engagement strategy v2
- 1. 04/10/2012 The Practicalities of Developing An Engagement Strategy Our Story and Our Journey Sean Morgan, Managing Director BE Limited A Group of Companies that Include Frances King School of English and Quest Professional • A bit of Background on Frances King and Quest Professional • The Challenges Identified and an Overview of the Journey • Tools and techniques – Online In-house Forums – The Role of External Advisor – Personal and Professional Development – The Leadership Environment • Bottom line benefits and Customer Delight • If I had my time again? – Leadership Training for all – Not outsourcing what I should have done • What’s left to do and what’s ahead – Leadership Training for All 1
- 2. 04/10/2012 • Frances King School of • Quest Professional English • Independent Training and • English as a Foreign Recruitment for Business Language School • Belgravia • Kensington • 35 years • Parts 100 years(!) • 70 Employees • 22 Employees • £9.0mm Gross Revenue • £1.9mm Gross Revenue • 6,000 Students per year • 300 Students per year The Biggest Challenge is One of the Other P’s! Integral Performance People Process The Extended Marketing Mix For us, put simply; Social Business challenges conventional management wisdom and Physical allows for harmony and balance Evidence between otherwise possibly opposed ‘People and Process’ ©Penny Ferguson’s Integral Performance Model 2
- 3. 04/10/2012 Tools and Techniques • Online In-house Forums • The Role of External Advisor – Staff Consultation – Staff Surveys – Off Sites • Personal and Professional Development – Leadership Training – Management Training – Finance Training – IT Training • The Leadership Environment – Trust and Security – Empowerment – Fulfilment Key Completed Projects • Designed and Built Bespoke CRM and School Management System from MS xRM • Virtualised IT (x4 buildings and x400 desktops) • Outsourced our IT Support • Rolled out pensions to 4% • Pay rises amounting to 7% • Bonuses • Observations as best practice • Permanent salaried contracts • Personal and Professional Development • Devolution of responsibility and empowerment • Replaced the core accounting system 3
- 4. 04/10/2012 Staff Survey 2010, 2011 and 2012 (about to happen) • “Although we are encouraged to contribute ideas, I often feel like these ideas are ignored in favour of whatever has already been decided behind closed doors”. • “The School encourages us to go to seminars and get further qualifications which I respect and appreciate”. • “There are forms of communication but no checks on whether anyone is reading what is communicated or if they understand what is going on”. • “Training and development has become a forefront in FK operations and it’s brilliant”. • “Some people are told about training but not everybody…Why?”. • “Now I have a line manager who has been given too much work, so he can’t dedicate himself to support me, despite his best intentions”. • “The leadership at ...at lower levels needs to be organised. Line managers often seem pressed for time and are not always accessible on site when needed”. • “I think i know what i need to do in my role, but i'm not sure of the standard i'm expected to achieve and whether i am working to that standard or not. I think i am”. Change of perceptions Q26. Have your perceptions about Frances King / BE Ltd changed during the last 8 months? Response Response Answer Options Percent Count Apr-11 Yes, things have got better 45.2% 28 33.3% Yes, but things have got worse 3.2% 2 19.3% Not at all 21.0% 13 14.0% Not sure 30.6% 19 33.3% answered question 62 • Important set of answers because this is the first time we can see a major shift • An additional 12% of people think that things have got better and now only 3% think things have got worse compared to 19.3% last time. • This change in perception has primarily come about through fewer people sitting on the fence (i.e. not at all = perceptions remain unchanged in the last 12 months). 4
- 5. 04/10/2012 In your own words, can you summarise what you feel the reputation of the school is? • School held in high esteem by both staff and students • FK is seen as an excellent school in a great location and the quality of teaching is considered very good • Many also comment on welcoming, supportive, caring and friendly nature of the school • Ex-students very likely to recommend • Seen as professional and efficient • Some staff struggle with particular issues (space, pay, time-pressure). Despite this, there is an overwhelmingly positive view of the reputation of the school. Bottom Line Benefits and Customer Delight • Student Numbers (Quest Professional) Grew 50% in one year • Advocacy up • Engagement with Companies • Succession Planning, Cancer and Heart Attacks • Responsibility, Empowerment and Ownership • Town Hall Attendance and Communication • Discretionary Hours • We are now have a portable process the staff own 5
- 6. 04/10/2012 If I had my time again? • Leadership Training for all • I would have dismantled silos faster • One to One’s and best practice • On “Not outsourcing” – Roles Internally that should not be delegated – Outsourcing • Staff Survey follow up; OCD is required • I would not use scoring for appraisals • I would not have linked bonus to appraisals • Joined visions sooner Thank you 6