Vehicle glass repair specialist Autoglass has achieved measurable business
improvements as the result of a performance coaching initiative.
Seventeen senior managers were put through the scheme in an 18-month period
and are now reporting better financial procedures, faster turnover of repairs
and replacements and improved customer perceptions.
The scheme was suggested by HR director Carol Madeley after a management
reorganisation highlighted the need for a simpler management structure and
increased the flexibility within the business.
"Coaching is the pathway to becoming a successful manager. It gives a
manager energy and motivation for the job in hand and cultivates a willingness
to develop personal skills and get the most from a team," she said.
The company sought the help of a range of performance coaches who would
support each manager in their restructured role and help with motivation throughout
Such was the success of the scheme that Autoglass is now extending the
coaching offer to more senior managers.
"Our aim now is to embed coaching into the business as the dominant
management style. In addition to the personal coaching scheme, we are running
coaching skills workshops for our senior team. We are developing a strong
belief in the value of coaching, and removing some barriers," said
development and training manager Simon Fitzgerald.
Madeley added, "Autoglass operates in an ever-changing, dynamic service
environment where managers must be able to confront every possible situation.
The introduction of a personal coach who would work supportively with managers
seemed the ideal solution to ensure high standards of management across the
Bernie Newton, a regional manager of 14 Autoglass branches across
Lincolnshire, Derbyshire, Nottinghamshire and Humberside, was one of the first
to be allocated a coach. As a result his region was the first to receive an
overall green scorecard audit in Autoglass annual audits of financial
procedures, industry standards, health and safety and customer perceptions.
Madeley said the coaching scheme has proven a success on two fronts –
employee feedback and results. The enthusiasm generated has resulted in high
levels of motivation among all staff and record conversion rates for the
"Our aim now is to pass lessons on so the senior managers, in effect,
become coaches to their teams. The resulting benefit for our customers should
then be improved standards of services from more focused and motivated
teams," she said.