Citation
(2006), "Catering firm finds recipe for change for the better", Industrial and Commercial Training, Vol. 38 No. 2. https://doi.org/10.1108/ict.2006.03738bab.006
Publisher
:Emerald Group Publishing Limited
Copyright © 2006, Emerald Group Publishing Limited
Catering firm finds recipe for change for the better
An award-winning training programme for unit managers proved to be a recipe for success for catering and support services company Sodexho Business and Industry (B&I), after new threats emerged and the business suffered some five years ago.
Mike Davies, the London-based company’s learning and development manager, explained:
To return to success, Sodexho as a whole needed to make improvements. We needed to introduce new systems, new ways of working, new attitudes and new behaviours across the business.
These were embodied in the Sodexho Way training programme. “The Sodexho Way was a massive undertaking involving all levels of Sodexho staff”, Mike Davies continued. “Its success would be decided by the performance of unit managers – the key targets for development.”
Many of the unit managers in the B&I division had 15 years’ service or more and were resistant to change. However each was given an appraisal and a personal-development plan to help to improve his or her confidence in managing the client relationship at a local level. The aim was for the managers to take ownership of the business they operated. The managers’ development plans were devised to help them to achieve key performance indicators, have full control over profit and loss, to comply with all new standards, and to take responsibility for client debt.
Six specific training programmes were designed and delivered. Within the B&I division, more than 900 managers attended each, over two years.
“Managers themselves have been able to recognize the improvement that the Sodexho Way has made to their performance as well as changes in their attitude”, said Mike Davies. “Labour turnover has reduced, cash flow has improved and after two years of being below budget, earnings grew to well above budget. This was an enormous step for our organization, both in terms of finance and risk. It put Sodexho back on track for a successful future.”