Case Study...
Eurostar

The Challenge
Eurostar has 2,000 staff, many of whom will be relocating to the new Headquarters at St. Pancreas station, London in readiness for the next phase of growth.  Cross-border working is reflected in the diverse nature of the teams employed, ranging from English, Irish, Scottish, Turkish, French and Dutch.  The tendency for nationalities to group together was affecting performance, resulting in the Onboard Service Managers (OBSMs) being the lowest performing team in the business.

The Solution
Under a scheme known as Star Management, the six UK OBSMs attended a three-day course aimed at bringing them closer to train managers in order to help them deliver even better service. OBSMs also spent a day with each train manager in their team, looking at their performance, setting targets and discussing training needs. 

The Outcome
As a result the team has been transformed into one of the top performing teams in Eurostar.

The training and the launch of a Performance Portfolio, enabled the OBSMs to view their train managers in a different light and understand their motivation in a focused way.