Case Study
Royal Mail Group

Performance Management Programme


Royal Mail embarked on one of the largest organisational change programmes in the UK. The introduction of new technology and ways of working to its Royal Mail Letters operational sites across the UK impacted on approximately 100,000 employees - operational managers, postmen and women.

This major transformation programme involving the installation of new equipment to speed up and modernise the businesses processes required the development and up skilling of Royal Mail people to meet the changes. The people within the scope of this project where the first line operational managers.

Performing Today, Transforming Tomorrow (PTTT2) was one of the projects used to help deliver this change by having a clear focus on performance management. The project was rolled out to all Royal Mail’s first line managers across the UK during 2010 and 2011.

Eliesha was awarded the contract to deliver the one day Performance Management workshop to 6,000 first line managers, based in eleven regions throughout the UK.  


Royal Mail’s objectives were to ensure that their first line managers recognised that they were the catalyst for this major change, and to equip them with the skills and behaviours required to do this effectively.

In order to achieve this, Eliesha’s objectives were:

  • To deliver PTTT2 - a one day, classroom based programme that imparts the Pre PAID Post model of performance conversations to Royal Mail first line managers.
  • To provide a professional experienced lead facilitator for each workshop. These trainers were required to have the ability and self-belief to take a new model and champion its benefits in the classroom.  They also needed to have a thorough understanding of performance management practices in large organisations, performance management issues, and structures for effective performance conversations. Experience of delivering performance management training, delivering communications/influencing training, having a wide commercial understanding and dealing with challenging audiences was essential.
  • Eliesha also provided two additional facilitators for each workshop to lead the role play sessions in the afternoon.


From our national strategic staffing network, Eliesha identified a core group of 23 associate trainers, specialists in Performance Management, who would deliver the workshops.  These trainers were spread geographically across the UK to ensure that we were able, wherever possible, to minimise travel time and costs.

These 23 trainers attended a 4 day familiarisation event at Royal Mail’s centre in Warwickshire, where they gained insight into the organisation, its culture and values and an appreciation of the role of a first line manager.  They were “walked through” the workshop session by session and given the opportunity to rehearse and feedback on the workshop content.

Following this familiarisation event, the one-day workshop was rolled out at the rate of 20 courses per month. More associates were brought onto the team in each region to facilitate the role play sessions, each of them observing the full workshop at least twice in advance to enable them to deliver the full day if necessary.

Delegate feedback was collected after each session and independently analysed to ensure continuous improvement. Eliesha collected facilitator feedback after each workshop and fed back all relevant comments and suggestions to Royal Mail.

“'Eliesha has been excellent.......based on our experience, I have no hesitation in recommending Eliesha as a provider of Learning and Development.' Management Development Lead, Royal Mail Group ”


As a result of attending the PTTT2 workshop, first line managers were able to use new techniques and skills to hold effective performance conversations that improved individual and business performance.

They were able to demonstrate increased confidence, focus and self-belief in having performance conversations with their team members and were able to use a framework to challenge individuals, using data and facts to improve performance and develop world class behaviours.

Importantly, they now understood the link between their performance conversations and the impact of personal and business results.

Feedback from the delegates and from Royal Mail was extremely positive and Eliesha trainers consistently rated over 95% in the good - excellent spectrum.

Delegate feedback comments included:

  • Very good standard of training made relevant and fit for purpose. Delighted to have attended a course, which I will be able to use simply and effectively within the workplace. Very worthwhile.
  • Very professional and an excellent course
  • Very well informed. Delivered in a concise but fun and enjoyable experience
  • The facilitator was excellent. Well organised, helpful and very knowledgeable about his subject.
  • One of the most useful courses I have attended. We also had 1 trainer for 4 staff which helped very much.

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