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

Purpose – 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. Design/methodology/approach – Investigates the reasons for the coaching program, how it was delivered and the results it has achieved. Findings – 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. Practical implications – 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. Originality/value – Provides a number of tips for other organizations contemplating similar leadership development.