Exel

Bespoke training programme to develop managers’ appraisal skills for Exel, one of the world’s leading logistics companies.

The challenge

Logistics is hard work. Take the Sainsbury’s distribution operation, managed in the southwest by Exel. Around 1,250,000 cases of stock are moved through the warehouse each and every week - almost 10,000 different product lines, distributed to 46 stores. It takes almost 700 staff to keep this massive operation running smoothly. With such a large volume of people, motivation, loyalty and achievement need to be managed and acknowledged – via a six weekly meeting and a six monthly appraisal. To undertake these in the best possible way, Exel recognised that their managers would benefit from training.

The solution

Exel called on the management and personal development team at QA to help. Barbara Bridge, Exel’s human resources officer, had worked with the division before, when she had been employed by Lucent Technologies: “I had attended several of their courses, plus we had sent managers from Exel on several of their courses; so, when we were looking for advice, we called them in.”

QA’s approach was impressive and in-depth. A whole day was spent visiting the Exel site – including a full tour, meetings with managers, to discuss their objectives, and, finally, a briefing from the human resources team on Exel’s appraisal, grievance and disciplinary processes.

With this detailed information, QA was able to tailor a course to Exel’s specific needs – incorporating all of Exel’s relevant processes and procedures. The course content was designed to be as relevant as possible to Exel’s working environment and was highly interactive, putting skills quickly into use using role play. It covered a broad range of topics, including planning and running appraisal meetings, building rapport, using questioning techniques and active listening, understanding body language and how to deliver constructive feedback.

More delicate topics were also covered, such as managing grievance and disciplinary situations. Handled badly, these can cost an organisation time, money and its reputation – so it’s important to get this right.

The courses were attended by over 40 of Exel’s managers. QA proved its flexibility again, by delivering courses at night, where needed, so that managers didn’t have to change their shift patterns to attend.

The courses were very well received – and delivered a real, positive impact on Exel’s appraisal system. Concludes Barbara Bridge: “Feedback from those attending the courses was excellent. From Exel’s point of view, managers are now more aware of correct procedures and are more effective in dealing with their employees - and any issues which might arise. The outcome has been clearly beneficial to employees and Exel alike.”