Partner Article

James Timpson on his ‘upside down’ management structure

“Where’s your local Timpsons?” James Timpson, chief executive of the Timpson Group, asks me, shortly after I introduce myself.
“Jesmond,” I replied.
“Ah yes, that shop’s run by Joe - he used to work in one of our southern branches before moving up here.” Timpson replies.

I could barely hide my surprise at his answer. However, James assures me that he tries to get to know as many employees or “colleagues” who work in the 900 branches of the UK’s largest shoe repairer, key cutter, engraver and watch repairer as possible.

“Since January I have done 204 shop visits.” Says James. “I believe that it’s all about meeting colleagues to find out what problems and challenges they are facing, as well as to ensure that we are employing the right type of people.”

James is the fifth generation of the Timpson family to run the brand, and attributes the success of the company to a common sense approach to motivating collagues.

“When we recruit, we focus on an individuals personality.” He explains. “We dont care about their experience or age, we just looking for fun, lively, honest, happy people - not Mr can’t do it.”

Indeed, the unusual ‘upside down management’ system gives each colleague the opportunity to make a real difference to the business. There is no head office for the management team, and colleagues who serve customers are also responsible for running the business

“We are dedicated to looking after our staff and have developed a culture of employee recognition, reward and empowerment, and in turn this encourages them to be loyal.

“Allowing individuals to run the business from the ground gives them the opportunity to be innovative, and really seems to motivate them.”

James was recently named as David Goldman Visiting Professor of Innovation and Enterprise at Newcastle University Business School, and during his year long tenure hopes to share his perspective on business with staff and students alike.

“It’s important to have the right people in place to get the best out of them. A successful company is one where employees enjoy their jobs,; it is not as simple as assessing achievements through annual turnover and profit.”

This was posted in Bdaily's Members' News section by Ruth Mitchell .