Case study - Keolis
Keolis Nottingham, part of Keolis Group, makes it easy for people to get from A to B smoothly and safely via tram. They are known for providing a first-class tram network for Nottingham which is accessible to all.
more likely to recommend MAB as a place to work
improvement to communication (internal NPS)
of employees feel they fully understand the Mission, Vision and DNA
at the Business Culture Leadership Award
Whilst operational performance of the business and customer satisfaction was good, the organisation identified a fall in employee engagement. The company needed help with employee engagement strategies that would change behaviours and improve day to day activities. In particular, they wanted to create an environment where everyone worked together with high levels of trust, to achieve the company’s objectives.
Culture Consultancy was asked to:
MAB was already driving a tech-led change programme to simplify the customer and adviser journey. But the leadership team knew that without a unifying culture, the transformation risked stalling.
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We stress-tested and refined MAB’s Mission, Vision and Values, then co-created a cultural blueprint called “MABology”. This gave everyone a shared narrative and clear set of behaviours – aligned to regulatory and ESG expectations – that could be lived consistently across the organisation.
We launched this new cultural identity through an online event, engagement programmes (Friday Joy, MABfest, MABplause), and series of team workshops with facilitation guides
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Delivered through our award-winning 3-stage methodology:
We worked with representatives from across the business to identify key competencies, taking care to ensure they fit with Keolis’ culture, and the behaviours which make up those competencies. We used our 6Es Methodology to engage employees and get them on board with what the company was doing.
During this process we enabled Keolis Nottingham to create a working group bringing together employees from all main parts of the company. Doing this, and promoting an open conversation, enabled people to be heard and have input into the process. Members of the working group also talked to colleagues about what they were doing, acting as ambassadors for the culture work, which helped start engagement of the wider staff population even before the process had finished.
Anchoring from the Keolis Group mission and values we developed, through a facilitated exercise, a behavioural competency framework which clearly outlines how people are expected to behave in performing their role – whether they are staff, supervisors or managers. The resultant design ensured that the framework was both intuitive to use, and could easily be integrated into the performance appraisal process, thereby enabling it to be embedded into performance discussions easily and effectively.
To further ensure robust and effective implementation we also designed and delivered manager / supervisor training on how to use the behavioural competency framework; in particular, focusing upon the importance of gathering feedback, assessing behaviours, delivering feedback objectively, and effectively shaping improvement plans. This was designed and delivered in a way to provide the capability and confidence within the manager and supervisor population to use the framework for everyone’s benefit, with immediate effect.
We also developed an implementation plan to enable Keolis Nottingham to fully and swiftly embed the new behaviours into their culture and ways of working, thus ensuring a ‘hard-wiring’ of the required behaviours to the desired culture.
Embedding Keolis Nottinghams’ culture through the framework of competencies and behaviours has had several positive effects:
Culture Consultancy have done an excellent job in helping us put together the behaviour competency framework which embraces our values. The suggestions around having the working group and then providing the training for some of the key managers and supervisors, has been excellent – people feel engaged and committed. I’m confident that as we embed these we will see engagement increase and working relationships improve.
HR Manager, Keolis Nottingham
Making
Complexity
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