Southern coaches managers in a better way of working: Training and development help rail company to improve organizational culture and performance

This paper aims to examine how an award‐winning coaching program has helped to transform the organizational culture and improve performance at UK train operator Southern.

Investigates the reasons for the coaching program, how it was delivered and the results it has achieved.

Reveals that the program, delivered in partnership with Buonacorsi Consulting, comprises a mixture of group‐learning days, 360‐degree feedback, personal development, coaching techniques and written assignments. It has evolved through feedback from a cross‐functional steering group and other input from the business.

Since the start of the coaching program in 2006 and the introduction of other initiatives, business metrics such as customer satisfaction and train reliability have improved. A significant statistical correlation between the coaching program and employee engagement has been made and there are fewer grievances, disciplinaries and tribunals.

Provides a number of tips for other organizations contemplating similar leadership development.