How a leading Retailer used 360 feedback surveys to drive effectiveness of the top 30 senior leaders in the organisation.

1. IMPROVING LEADERSHIP EFFECTIVENESS FOR A
LEADING RETAILER USING 360 FEEDBACK
A Think Talent Services Case Study
HOW A LEADING RETAILER
USED 360 FEEDBACK
SURVEYS TO DRIVE
EFFECTIVENESS OF THE
TOP 30 SENIOR LEADERS
IN THE ORGANISATION
Our client, a reputed retailer of ethnic wear in India, was
expanding rapidly. As part of the rapid expansion, a new set
of senior management professionals had been brought in
to supplement the leadership strength in the Organization.
Some of these leaders were finding it difficult to adjust to
the highly entrepreneurial culture of the Organization. The
top leadership team wanted to provide development
feedback to the top 30 senior leaders in the Organization.
They wanted to give them inputs on how their behavior was
being perceived by others around them. They also wanted
to provide them with inputs on where they possibly needed
to make adjustments in their behavior.
The Situation
Success Levers
Given that it was the first time the Organization was
conducting a 360 feedback process for its employees, it was
important to ensure that potential participants and
respondents understood the process and were assured
about the confidentiality of their responses. Also, a
customized questionnaire was required given the unique
entrepreneurial culture of the organization and the
competencies the senior leaders wanted the process to
focus on.
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2. The Solution
The Outcome
It created self-awareness for participants about key blind spots – where the difference between own self-image and those of
others was greatest – and with the help of the feedback facilitator, they were able to process these inputs. Most leaders
were also able to craft very focused Individual plans to adapt their behavior given the feedback.
It provided the leadership team in the organization a clearer view of the collective SWOT of this team of managers.
The 360 feedback process helped the client team achieve two key goals:
To start the process, the Think Talent team worked with the HR team in the Organization to help co-create a
customized questionnaire. This questionnaire focused on the 6 most relevant competencies for their Organization and
also modified the language of the statements to ensure that it was more aligned to the language used in the
Organization.
Given that the Organization was going through a 360 feedback process for the first time, a series of communication
was shared with all participants and respondents to orient them on the purpose of the process, the roles of different
stakeholders, introducing Think Talent and assuring confidentiality of the process.
Once the orientation was completed, the participants were requested to provide a list of respondents across different
relationship levels. This list was validated by the HR team before being uploaded in the 360 feedback tool. The 360
surveys were deployed together for all the participants with the client team having an online dashboard to track the
progress of each of the surveys. The system was also configured to send reminders to respondents every alternate day.
With some follow-ups, the survey process was completed in three weeks.
Using the inputs provided by the respondents, Individual Reports were generated and shared with each participant. A
one-on-one feedback session was scheduled for each participant where the participants reflected on some key
questions with the help of the facilitator and crafted a personal IDP. At the end of the process, a Group Report was also
created and shared with the CEO.
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