Luxottica: Building a global feedback culture
A three-stage feedback programme for more than 1,000 Luxottica employees, launched less than a month after the first meeting.
The client
Luxottica is the world's largest eyewear company, best known for Ray-Ban, Persol and Oakley. It also makes frames for many designer brands.
The challenge
Luxottica believes a feedback culture is key to better performance. A global survey in 2013 showed that meaningful, regular feedback from line managers was in decline, so the company planned a global feedback training initiative that would start at the top and cascade down.
China was the first country to roll it out, starting in Shanghai, then Hong Kong, then the manufacturing hub of Dongguan. Three business units (Retail, Wholesale and Tristar) came together to start the programme. Each had different ideas about the content, and all of them needed it planned and launched within a month.
What we designed
ClarkMorgan met the HR teams of all three business units, drew out what each one needed and helped them agree priorities. The proposal was refined twice and settled on three stages:
- Initial Programme. In English, for 60 of the most senior staff, including the CEOs, CFOs and COOs of each business unit. Run in Shanghai, Hong Kong and Dongguan.
- Customised Programme. In Mandarin, with fully customised materials and video interviews based on feedback from the first stage. Delivered to 120 middle and senior managers in Shanghai and Dongguan.
- Train the Trainer Programme. In Mandarin, preparing line managers and HR staff to cascade the programme to a further 900 employees.
Three ClarkMorgan trainers ran the programme. It began less than one month after the first meeting.
Key learnings
- Creating accountability through structured feedback
- Empathising through experience: Feel, Felt, Found
- Positive language
- Discovering deeper needs with the funnelling technique
The result
Participants scored every session. Scores rose as each session was refined:
- Initial Programme: 4.07, 4.14 and 4.18 out of 5
- Customised Programme: 4.00, 4.23, 4.19 and 4.35 out of 5
- Train the Trainer Programme: 4.50 and 4.53 out of 5
Facing a similar challenge?
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