We’ve worked with the Maintenance Department of the John Lewis Partnership since 2008, providing both strategic and executive coaching. The department of around 400 Partners, cares for the growing estate of department stores, distribution buildings and Partnership holiday clubs.
Each year, the John Lewis Partnership complete Customer Opinion Surveys and Partner Opinion Surveys. The Maintenance Department have always scored highly, and use the scores to identify areas for further improvement.
This year’s results show the Opinions of both customers of, AND partners within, the department have improved even further.
The results of both surveys contribute to the measured Business Objectives of the department (part of the Step 3-Measure work we did back in 2011). The surveys provide strong evidence the department has achieved sustainable growth, as they’re improving performance AND growing strongly. Crucially, the surveys also provide great feedback for the team and the managers.
… and one more thing – the Department are improving performance for a growing estate, with a reduced headcount. Our work with the Department was crucial to this achievement, producing estimated savings of at least £100,000 per annum just in headcount savings.