Mike Jones - Transco:

"We do some "Culture Tracking Surveys" as we call them. They're a monthly survey, and we survey about 1200 of our employees each month. The feedback from the surveys said that communications were not too bad within Transco, but the communications with our field-based staff were absolutely awful.

Alan developed some rich questions with the team - they're not his questions, he asked the team to sort them out for themselves, so it's them that develops the rich questions. And then basically they set about developing answers to those rich questions, and those answers are put into a report and a presentation. And Alan's very good at getting the people who are actually involved to do the presentation work, and he actually develops people to do things they wouldn't normally do in their normal roles. So we had eight people today standing up giving presentations - they might never do a presentation again, they might not have done one before - but he's given them the confidence and the skill to actually stand up there in front of four of our directors and give a superb presentation.

So the process is all about getting people to help themselves, to put their own questions together and to put their own answers to those questions, and then help them present those answers and solutions in a rational way.

Extremely pleased. Over the next year our communications are going to be world-class, and it's a direct result of the plan that Alan and the team have produced today."