Embarking on the largest business transformation programme in Europe, we worked in partnership with Transport for London (TfL) to inspire its individuals to change, grow, and succeed — all while delivering excellent customer service to commuters. As expectations changed, London Underground customer service operation needed to retrain every staff member towards a new customer vision.
Crucially, transformation needed to start with leaders. Without leaders modelling an excellent approach to customer service, culture change would fail across the rest of the organisation. Our delivery needed to be an integrated and blended experience at all levels, including senior and middle management and the station line teams.
Performance management was the key focus here. A combination of our Truth Teller feedback tool, Groundhog Day 1:1 coaching, and the ‘Make It Real’ experiential development events improved the delivery of customer service across London Underground. The range of interventions used over the four-year programme included:
TfL delivered 50,000 employee training days, 7,500 1:1 coaching hours and 1,300 online learning hours. They have 30 action learning teams who are driving improvements to sustain changes and improve business performance.
100% of Area Managers continued coaching to build capability in key people management areas, 170 leaders have also attended a 2-day ‘Coach the Coach’ workshop to equip themselves with the skills to coach their direct reports and embed a coaching culture.
In 2017 the programme was awarded numerous awards including Best Leadership Development Programme (Training Journal), Best Learning and Development Strategy (HR Excellence Awards), and Best Business Culture Learning award.
Alexandra Bode-Tunji, Programme Lead, People Transformation, London Underground
T-three Consulting Limited, registered office: One Eleven, Edmund Street, Birmingham, B3 2HJ
