Monday, February 09, 2009

Investing in People first and last

Small business owners are doing everything they can to avoid making people redundant as a strategy for surviving the recession, an independent study claims.

Cutting overheads, increasing sales, developing new products and refocusing on a core activity are all bigger priorities than cutting staff, according to the survey of 500 small business owners by Continental Research.

George Hadley, managing director of Direct Access Systems, a specialist consultancy employing 30 people, is among those who believe redundancy should only be tried when all other options have been exhausted.

His business, which has no debt and turns over £1.3m a year, has been hit by clients delaying project start dates and dragging their feet on settling bills.

Mr Hadley, who owns 85 per cent of the business, notes that recently he has been putting his own money into the company to ensure that he does not have to cut his workforce.

"I have done everything within my power to make sure we don't lose people," he said, adding that removing jobs would be a false economy given that he will need the manpower for contracts that have been won but are yet to start.

In spite of the aversion to job cuts, one in 10 of those asked by Continental Research said they were planning to make some staff redundant as a result of the economic downturn. The larger the company, the more likely it was to support job cuts. Companies employing fewer than 25 people tended to favour a reduction in working hours rather than cuts in staff numbers.

Small business groups have reported a sharp increase in calls to their legal advice lines about the rules governing redundancy. Such issues made up more than one in five calls received by the Forum of Private Business's member helpline in January.

Vince Caldicott recently cut four of the 43 jobs at his Hampshire-based business, Premier Contract Supplies, which provides bathrooms to builders and decorators.

However, he claims that he has felt unable to cut as many jobs as he would have liked because of the fear of breaking employment laws.

"I do need to make more people redundant, but I don't know how to do it," he said.

Stephen Alambritis, spokesman for the Federation of Small Businesses (FSB), said his organisation had also seen a rise in inquiries about redundancy, but stressed that most companies were making sure they were aware of the rules rather than planning job cuts. "The last thing they would think about is redundancies," he said, adding that job losses from small businesses only tend to come when they file for bankruptcy.

The Chartered Institute of Personnel and Development has forecast that 600,000 people will lose their jobs in the UK this year. However, the FSB claims that only a quarter of these redundancies will come from businesses employing fewer than 250 people even though these companies account for 99.9 per cent of the UK's 4.7m businesses.

Customer Care means Just That

Why is a top-flight European business school devoting its considerable resources to teaching French railway staff how to improve customer service?

Thierry Grange, dean of Grenoble Ecole de Management, answers the question with passion. “It is about cultural change,” he says. “It’s about changing from being a public service to serving the public.”

Prof Grange and his colleagues are not just trying to give rail passengers a nice ride: they see their role as helping transform France from a producer-led economy to one that is customer-led.

Grenoble Ecole de ManagementIt is a project that many French citizens would argue has defeated their governments for decades. Yet, as Prof Grange points out, the evidence of successful cultural reform of state institutions is all around.

France Télécom, for example, another former state monopoly and Grenoble client, is now a privatised and competitive international phone operator.

For 20 years, Grenoble EM has been building an executive education practice specialising in helping the staff of state institutions embrace change – to the benefit of those they serve.

The five-year, €1m ($1.3m, £880,000) contract with SNCF, France’s biggest train operator, to run the Majélan training programme to equip customer-facing managers with the right skills is just the latest among many. For, in spite of the appearance of immobility, European Union directives and French state legislation have transformed the structure of French railways, along with those of other state institutions.

French rail tracks are now owned by a separate state company, Réseau Ferré de France; many SNCF trains are operated by private sub-contractors; and next year, SNCF will face competition from other European train operators.

As Prof Grange remarks, SNCF has become a travel brand. With increasing numbers of tickets bought online, the ticket inspector may be the only staff member customers meet. Dealing successfully with travellers’ problems and service delays is a tough job. Yet good service has become critical to SNCF’s success.

Teaching methods

The first one-year programme for SNCF “service management agents” of every kind, now running on the Grenoble campus and at SNCF’s in-house Université du Service in Paris, has therefore prompted much thinking about teaching methods as well as messages and education.

Among the first challenges, Prof Grange says, is the need to convince SNCF staff that change will benefit them and the institution they work for.

Some of the solutions have been developed in the school’s Académie du Service (a joint project with the hotels group Accor).

SNCF is boosting management skillsOne approach to build confidence and demolish barriers is the use of theatre. “Everyone can tell a story,” Prof Grange says. “Soon other participants will laugh in sympathy at your mistakes. It is a way of reducing stress and pressure.”

Once a learning atmosphere has been created, participants are taught skills ranging from practical tools, such as English and law, to marketing and strategic management. Candidates for the courses, which open the door to management grades for participants, were chosen through a competitive process within SNCF.

The 26 participants alternate between classes and the workplace, where they must complete a service-related project for assessment.

Valerie Cléry-Bernard, of the SNCF Académie du Service, says management schools were invited to tender to run a course designed as a management fast-track that would also equip participants for a more commercial business climate.

Innovative teaching methods, strength in service management and experience in developing comparable programmes were the criteria that led to the selection of Grenoble EM, she says.