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
Chairman

James Timpson
Managing Director

Perry Watkins
Operations Director

Tony Sharpe
Regional Manager

Lee Nicholls
Regional Manager

Alex Barrett
Regional Manager

Brent Sabey
Regional Manager

Paresh Majithia
Finance Director

Anthony Horsfield
Head of Development

Tricia Davies
Head of Property

Sally Eve
Head of Buying

Peter Harris
Head of Training

Gouy Hamilton Fisher
Head of People Support

Mike Donoghue
Customer Care Controller

Ivan Sestan

Development Controller

Sue Burden

Jackie Dale-Jones