360 Degree
Feedback Experts

After restructuring its European sales and aftersales teams, Jaguar Land Rover (JLR) sought to support 52 field force members in transitioning into their new roles. To achieve this, JLR implemented a tailored 360-degree feedback process.

Challenges & Requirements

Key requirements for the 360-degree feedback tool included:

• Multilingual accessibility: The survey needed to be available in English, French, Spanish, German, and Italian.
• 360 feedback questionnaire: The questionnaire had to align with JLR’s competency framework and values.
• Outsourced service: A complete ‘fully managed’ service for feedback collection and report generation.
• Fast start: A quick turnaround for the development and deployment of the 360 degree feedback tool to meet internal deadlines.
• 1–2–1 coaching: Each participant was to receive 360 feedback coaching.

The Lumus360 Solution

Lumus360 delivered a customised 360 feedback solution with the following key components:

• Multilingual accessibility: Lumus360 developed a user-friendly 360 degree feedback platform in five languages (English, French, Spanish, German, and Italian), enabling users (participants and respondents) to complete their 360 degree feedback activities in their preferred language. This included the production of feedback reports in multiple languages
• 360 degree feedback questionnaire: Lumus360 designed the feedback questionnaire directly from JLR’s behavioural framework.
• Fully Managed Service: Lumus360 provided a comprehensive end-to-end service, including tasks such as managing bounce-back emails, inbound calls, providing regular progress updates, actively monitoring progress, and taking action when necessary. Additionally, Lumus360 produced and distributed reports as needed.
• Fast implementation: To meet tight timelines, we developed the questionnaire, built the multilingual 360 platform, reviewed everything, and managed to launch the first surveys within two weeks.
• One-on-One coaching: Each participant received two coaching sessions, each lasting approximately two hours. The sessions were used to explore strengths, areas for development, and create personalised ongoing development plans.

Outcomes of the 360 Degree Feedback Process

• Supported leadership growth: Each participant ended up with a personalised continuous improvement plan that was then monitored through to success.
• Personal development aligned with organisational goals: Lumus360Personalised development plans were in line with the new role structures and focused on specific skills needed to make the new structure work for JLR, its distributors, and their customers.
• Increased accountability: Participants took ownership of their individual feedback and the resulting actions – they were 100% in the driving seat.
• Identified skill gaps: Overarching areas that needed more training or support were identified and actioned.

Summary

Lumus360 managed 360 degree feedback process that supported the sales function to transition into their new structure and roles, aligning leadership with organisational goals and enhancing performance. The process contributed to a more skilled and engaged workforce.