Ladbrokes operates in a market characterised by increasingly tough trading conditions. To maintain its number one position, the company has focused closely on how to deliver a high performance culture to its shop teams. A review revealed good progress in all regions and some notable successes, but it was felt that a more rigorous, strategic approach was necessary.
As a result, Ladbrokes resolved to redesign of its performance management and appraisal scheme so that it now has standard performance criteria and objectives for all grades. Furthermore, employees have been provided with the opportunity to increase their earning potential by demonstrating success against their personal effectiveness targets and KPIs, while investment in industry-leading technology continues.
Company profile
Employee nos. (UK): 14,500 retail staff with 400 employed in central support positions based in its Harrow headquarters.
Business activities: Sports betting and gaming company.
Location: Leading bookmaker in the UK, Ireland and Belgium with over 2,600 owned and operated betting shops. Also operates betting facilities at some of the leading FA Premiership grounds and a number of major racecourses.
REPORT CONTENTS
Introduction
Implementing change
Coverage
Communication, training and involvement are key
Employee portal
Training
Annual cycle
One-to-one review meetings
Setting objectives
Performance criteria
Progress meetings
Rating
Disagreements
Personal development plans
The capability policy
Coaching
Link to pay and bonuses
Succession planning
Lessons learnt
A final word
LIST OF BOXES
Box 1: Staff coverage, measures and support provided at Ladbrokes
Box 2: The role of central support staff
