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Upside Down Management at Timpson

Upside Down Management

People are one of the main reasons for our success at Timpson. The way we do things is based on what we call 'upside down management'. Our customers and then our branch colleagues are the most important people to the business. They are then supported by the rest of the team.

Upside Down Management is not a process, it is a culture. Upside Down Management gives power to the people in the front line who meet customers and make the money - everyone else is there to help. These are the basic principles:

  1. All colleagues have the freedom to do their job the way they choose.
  2. Every boss's job is to help his or her team.
  3. No KPI's, no boxes to tick.
  4. Bosses don't issue orders.
  5. Head Office is a helpline - it does not run the day-to-day business.

You can read more about this in John's book, 'Upside Down Management'

There is an excellent field based support structure so our branch colleagues should never feel on their own.

John Timpson
James Timpson
Chief Executive
Paresh Majithia
Fiona Armstrong
Helen Oakley
Paul Churchill
Anthony Horsfield
Finance Director
Business Development
Gouy Hamilton Fisher
Sharron Melling
Peter Harris
Tricia Davis
Marion Bell
People Support
Customer Care Controller
Perry Watkins
Alex Barrett
Tony Sharpe
Lee Nicholls
Brent Sabey
Operations Director
Regional Manager
Regional Manager
Regional Manager
Regional Manager
Sue Burden
Ivan Sestan
Andy Emerson
Ann Simpson
Max Spielmann Business Director
Max Spielmann Digital Director
Snappy Snaps Chairman
Snappy Snaps Franchisees & Marketing Director

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