RTS Group was asked to create a leadership development programme for a large Japanese automotive manufacturer, for use within their UK dealerships.

Leadership Development - Japan

The Challenge

RTS Group was asked to create a leadership development programme for a large Japanese automotive manufacturer, for use within their UK dealerships. The aim was to impact on the business and its people by improving and enhancing dealer performance and the overall customer experience, resulting in:

  • Improved employee satisfaction
  • Improved customer satisfaction
  • Increased profitability

The Solution

The programme specifically targeted dealership management teams and senior sales people who were aspiring to become future managers of the network. Starting by improving leadership behaviours through coaching, these improvements were linked to specific KPIs of the business.

This changed the entire culture of the business and, ultimately, the customer experience.

Unlike conventional leadership programmes, this took place in dealership and was based on a mix of one-to-one and team coaching. The solution was bespoke to suit the needs not just of the individuals running the dealership, but of the dealership as a whole. Instead of changing just business process, this changed the entire culture of the business and, ultimately, the customer experience.

The Results

To calculate the financial impact of the programme we focused on measuring the improved gross profit in each dealer, but only in the specific departments we supported.

The average increase per dealer during their one year period on the programme was circa £34,000 per dealer. The average CSI improvement measured across the entire dealer network was 1.4% year on year.

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