• Introductions
• John Lewis Leicester - Background
• Our Culture
• New Branch Opening – Our Journey
• Ongoing Partner Engagement Through A Shared Business Approach
Partner Engagement at John Lewis Leicester
Background
• JLP – John Lewis, Waitrose, Greenbee• Partners• 77,000• 517• 142 sq ft• 4th September 2008• 200 • 98% • 98%
Summary Of The Key Principles
• The happiness of Partners through worthwhile and satisfying employment in a successful business (our ultimate purpose)
• The sharing of profit, knowledge and power
• Relationships between Partners and the Partnership and its customers, suppliers and the community at large
JL BoardWaitrose
Board
The Chairman & The Board
Leicester Steering Group
DM & SM
Partnership Council
John Lewis Council
Branch Forum
Department Forum
Waitrose Council
How is Power How is Power
Shared? Shared?
Branch Forum
• To be consulted, give input and influence management thinking prior to decisions being made
• To provide feedback to management on Partnership, Divisional or Branch decisions and the affect on partners
• To question business performance and challenge the effectiveness of management’s decisions
• To bring forward partners own agenda
• Powered By Our Principles
• Be Honest• Give Respect• Recognise Others• Show Enterprise• Work Together• Achieve More
The Culture and Ethos of the John Lewis Partnership
New Branch Opening - Our Journey
•Commitment to town regeneration•Building the employer brand in Leicester•Recruitment strategy
•18,000 applicants•200 assessment centres•4,800 candidates assessed•620 partners employed
•Development strategy•Securing the basics in terms of competence, skills and behaviour
Pre Opening
• Branch Occupation Team• Working with contractor re: the physical building of
the branch• Working with the City Councils• Recruitment • Induction • Fixtures & fittings• Preparing the branch for trading
Pre Opening- Partner Engagement
• Highpoint Conference Centre• 3 day induction programme• Extensive supplier training • Culture sessions• Leadership development• Team building
• Training by Transfer• 1 to 12 weeks in a neighbouring branch
• Branch Induction• 2 weeks• Systems & mandatory training• Dress rehearsals• Team building
Challenges We Faced• Securing the basics
• Procedures, skills, competence & service
• Specialist helpers• £250,000 investment in specialist support from
neighbouring branches
• 60 temporary Partners• Probationary periods
• Performance and misconduct issues
• Three monthly progress reviews• Christmas/Clearance
Post Opening Partner Engagement
• Securing the business priorities through:
• Partner
• Customer
• Profit
7 Partnership Priorities • Partner
– Release partner talent– High performing organisation
• Customer – Inspirational assortment– Hassle free shopping– Earn customers trust
• Profit– Deliver profitable growth– Become more efficient
Vision of John Lewis Leicester
Through Leicester Oneness, we will become the most trusted retailer,
where customers love to shop
Partner VisionThe Partners at John Lewis Leicester think and behave like proud Co-Ownersof truly success business that has positioned itself within the local communityas an employer of distinction. Partners are passionate, inspired by both ourvalues and the spirit of collaboration.
We have created a learning culture that has enabled partners to develop their talent to itsfull potential. Our future resourcing needs are fulfilled with our ever growing high calibrepartner pipeline.
Leadership competence within the branch is strong. Our leaders adapt to changing andcomplex situations in the business, and are committed to developing their successors.
Our partners are diverse and we reflect the local market within which we trade. They are rewarded and recognised for their contribution.
Forum works proactively to engage partners in driving decision making, change and progress.
There is no doubt that all partners working in JLL feel valued, fulfilled and are proud to work for the Partnership. They are joined together by our unique co-ownership model and understand the responsibility that goes with this.
Partner 2009/10
• Developing and enable outstanding leadership• Recognise achievement and reward for what we
deliver• Resourcing for the future• Developing a learning culture to achieve the
potential of our partners• Talent development (whilst securing the basics)• Grow and develop our unique co-ownership
point of difference• Empowering partners to influence branch and
business decisions
Customer VisionJohn Lewis Leicester have created an inspirational multi channel shopping experience, with a dazzling choice of product and outstanding displays.
Customers are meeting Partners who are specialists in the complete range. They have a full product knowledge and are engaged with retail theatre, the best in the Partnership.
The trust and value of our brand is a living reality and we have more customers coming through the doors that ever before. Partners are totally committed to delivering exceptional customer service on every visit, and because our customers feel at home in the branch they will only shop in John Lewis Leicester.
John Lewis Leicester influences all key leaders across the business, and works in partnership with the community developing relationships and reputation.
Customer 2009/10
• Service: Friendly knowledgeable service you can trust from owners that care
• Convenience: Saves me time and effort through hassle free shopping
• Product: Inspiring products that are right for me• Price: Surprisingly affordable with prices that
are never knowingly undersold• Communication: A personality that is accessible
and engaging
Profit Vision
We have a team of flexible Partners who are happy to work across the branch, during hours which reflect the ever changing demands of our customers.
JL Leicester is a branch with a team who take responsibility for making decisions which maximise sales and profit.
We lead and influence the division in the way we challenge ourselves to find new and innovative ways to deliver operational excellence.
Some Fun Stuff!
• Opening party• Christmas lunch • Diwali Party• Atrium gatherings• Bollywood night• Bingo night• Theatre nights out• Football teams• Pamper evenings