MARK BLAKEMORE – Customer Support Centre Manager
I was promoted from an Area Sales Manager to Customer Support Centre Manager of Birmingham Depot in 2013; part way through the Degree programme. The main areas that I have utilised were that of different leadership roles and styles, the learning styles of individuals and emotional intelligence. Having a greater understanding around these vital leadership areas, along with the other learning during the pro- gramme, has been extremely valuable in helping me with this transition from a field based role managing a geographical area, to a depot based role managing a team of 17 employees. The programme has also positively impacted me outside of work
too. I believe that the Volvo Degree Programme has enabled me to explore different areas of leadership and management and has given me enhanced skills which have in turn benefitted the organisation.!
DEREK GRIFFITHS – Parts Supervisor
Particularly relevant to me during the programme was the Managing Change module; due to my involvement in the implementation of the new IDMS system in the business. The learning helped me understand resistance to change and barriers to success which was invaluable during the implementation and whilst coaching team members.
One of the tangible benefits which resulted from the programme was my research into the air freight surcharges and subsequent implementation of the Air Freight Surcharge Cost Calculator which I worked collaboratively with Stock Control to achieve. This is now used nationally to measure emergency parts order costs, and enables Customer Support Centres to recover costs rather than absorb them.
I feel that the programme offered a unique opportunity to develop individually and professionally and has benefitted the business as a result. There was great camaraderie between delegates who worked well as a group!
GED FITZSIMMONS – Regional Business Manager
I have utilised elements from the modules studied in the Degree to improve my management and leadership skills. The change related module has helped me ensure buy-in from stakeholders from the start of any change initiative, whilst the Emotional Intelligence module has helped me gain a better understanding of others and how best to communicate with them.
I have enhanced my coaching skills to build a more successful empowered team, and from Leadership Values & Behaviours I’ve learned how to use different communication mediums which has been extremely useful in sales. I have also
gained a better understanding of organisational culture, so overall the programme has definitely made me a better leader. The additional knowledge gained from the degree has assisted me in areas such as the VGAS survey feedback sessions, when dealing with issues within the team and when dealing with change management programmes within the organisation.
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