Lloydspharmacy

Organisational Change Programme (Genesis) at Lloydspharmacy - the leading community pharmacy chain in the UK with over 1,600 pharmacies across the country.

Jibboo Ltd. was engaged on a two year project from needs analysis through to implementation of a sustainable skill and behaviour change programme, providing our people with the ability and confidence to engage with ‘customers’ to increase market share, overall turnover and profit.

An initial three month ‘trial’ involving 79 pharmacies and 234 workshops was followed by a ‘delivery phase’ to the rest of the pharmacy estate:

Pharmacy Teams
attended workshops dependant on their role (483 workshops across 6 regions), focused on coaching and developing team members, mindsets and customer service

Support Teams & Head Office
One-to-one coaching of over 50 middle and senior managers, (150 days) to improve personal and business performance and enable managers to become confident, competent and able to coach others successfully.

This was combined with Management Development workshops including coaching, influencing, feedback, ‘train-the-trainer’ and communication skills.

Results included:

Increase in 100% of ‘Mystery Shopper’ scores in the trained pharmacies.
Over the counter (OTC) sales increased by 15%.
50% reduction in Pharmacy manager attrition rates.
Increased confidence in selling behaviours and customer interactions.

“We chose Jibboo Ltd. after a robust tender process involving a mix of both large and small providers. Jibboo won our business because of their approach, which was refreshing in the way it challenged our thinking about our real business needs and the ways to achieve these through our people.

Their approach we agreed upon was commercially focussed, pragmatic, well organised and professionally executed. At times, Jibboo were delivering over 40 workshops per month which was a really intense period of delivery. Throughout the rollout of 9 months consistency and enthusiasm was maintained - on no occasion was workshop delivery cancelled by Jibboo and they certainly never let their focus and positive energy slip.

The standard and competence of the facilitators was high and as such they were able to deliver such a credible and flexible programme. Feedback from our people was very positive throughout”
DIRECTOR OF TRAINING & DEVELOPMENT.

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