How decisions get made a year after a merger

Report

Written by Lontra from 10 conversations, 4 shared documents and 5 Deep Study conversations.

The answer

The merger works on paper, but decisions still go through each company’s former managers.

It is not disloyalty to the model. People take urgent and money decisions to whoever answers in twenty minutes, and the route in the model takes two to four days.

What people said

People still check with their former manager before acting 8 of 10 people Strong signal

Six people described ringing or messaging the manager they reported to before the merger before they act, the HR partner described staff doing it, and the regional director described taking those calls. It happens on both sides, usually by phone, and the formal request follows afterwards or not at all.

“I ring my old boss first.”Depot manager, 9 years in role

Show all 4 quotes and their conversations

“I ring my old boss first.”

Depot manager, 9 years in role

Open the conversation

Excerpt from the conversation with: Depot manager, 9 years in role · Large northern depot, 60 staff, came from the northern carrier

Lontra
Since the merger, when something at your depot needs a decision, who do you go to?

Depot manager
Depends what it is. Routes, I'm meant to go to the regional operations lead now. But if there's money in it I ring my old boss first. He's not my boss any more, officially. He'll tell me in two minutes whether it's a yes.

Lontra
What happens after the call?

Depot manager
Then I send it through the proper route, with his answer already in my head. If he says no I don't bother sending it.

Lontra
Can you think of a case from the last few weeks?

Depot manager
A client wanted a pallet load delivered outside the normal cut-off. About three hundred pounds of extra driver time. I rang him, he said do it, I did it and sent the form afterwards.

Lontra
What came back on the form?

Depot manager
Approved. Three days later. By then the pallets were delivered.

Lontra
Is three days normal for the new route?

Depot manager
Two to four. Him, twenty minutes. You can see why I ring him.

Lontra
Is anything written down about those calls?

Depot manager
I keep a log, for my own cover really. I've attached March.

Lontra
In your log, the re-delivery on 12 March shows the model route as the regional operations lead and the decision by your former line manager, and then the same request appears again with a 71 in the last column. What is the second line?

Depot manager
That's the form. I sent it after, like I said. 71 hours is how long it took them to approve something I'd already done.

Lontra
Do you know what the spend limit is for a depot manager now?

Depot manager
Mine's two thousand. Was before, still is as far as I know. I went to the briefing, I couldn't tell you what the slide said.
“He answers quicker than the process does.”

Finance business partner, 4 years in role

Open the conversation

Excerpt from the conversation with: Finance business partner, 4 years in role · Supports two regions, came from the southern carrier

Lontra
What does a finance business partner do when a depot wants to spend more than planned?

Finance business partner
In theory the approval goes by the new limits. In practice depots send me the request and I don't know which limits apply. There are two tables. I keep both open.

Lontra
When did that last cause a problem?

Finance business partner
Agency cover for a northern depot, twenty-four hundred. Under the northern table that was over the depot manager's limit. Under the southern one it was fine. The system let it through because it only knows the old tables.

Lontra
Who decides which table wins?

Finance business partner
Nobody's told me. I've asked twice.

Lontra
Who did you ask?

Finance business partner
The integration team. First time they said it was being finalised. Second time they said use the target model. But the system isn't loaded with it.

Lontra
Before you approve something like that, who do you check with?

Finance business partner
My old finance director. Different team now, same building. I message him, is this right? He answers quicker than the process does.

Lontra
Do you have the tables written down?

Finance business partner
I do, I can share them.
“My old manager. He knows the vehicles.”

Fleet supervisor, 12 years in role

Open the conversation

Excerpt from the conversation with: Fleet supervisor, 12 years in role · Vehicle maintenance, southern site

Lontra
When a vehicle is off the road and you need a decision on repair or hire, who do you go to?

Fleet supervisor
Same as before.

Lontra
Who is that?

Fleet supervisor
My old manager. He knows the vehicles.

Lontra
Has that changed since the merger?

Fleet supervisor
On paper.

Lontra
What is different on paper?

Fleet supervisor
Some form.

Lontra
Do you use the form?

Fleet supervisor
When they ask.

Lontra
Why the phone and not the form?

Fleet supervisor
Form takes days. Van's off the road today.

Lontra
Anything else you'd want people to know?

Fleet supervisor
No. It works.
“My old lead. Obviously.”

Transport planning team leader, 2 years in role

Open the conversation

Excerpt from the conversation with: Transport planning team leader, 2 years in role · Plans routes for the southern depots

Lontra
How do you work with the northern planners?

Transport planning team leader
Fine. We have a joint call.

Lontra
What happens in the joint call?

Transport planning team leader
People say what they've already agreed. Mostly.

Lontra
How does a route change get agreed?

Transport planning team leader
It depends.

Lontra
Depends on what?

Transport planning team leader
Who's around.

Lontra
Could you give me an example from last week?

Transport planning team leader
Not really. Normally we just sort it.

Lontra
Who is "we"?

Transport planning team leader
Me and, you know, whoever knows.

Lontra
Who do you ask when you aren't sure?

Transport planning team leader
My old lead. Obviously. And sometimes the dispatcher at the hub.

Lontra
Anything you'd change?

Transport planning team leader
Not sure. It's fine.

Two sets of approval limits are still in use, and nobody has said which one wins 5 of 10 people Strong signal

Depot managers work to the limit they remember: 2,000 in the north, 5,000 in the south, 3,000 in the target model. The finance system only holds the old tables, so it accepts requests the model would also accept and some it would not.

“I work to five because nobody's told me not to.”Depot manager, 6 years in role

Show all 4 quotes and their conversations

“I work to five because nobody's told me not to.”

Depot manager, 6 years in role

Open the conversation

Excerpt from the conversation with: Depot manager, 6 years in role · Regional depot, 35 staff, came from the southern carrier

Lontra
When something at your depot needs a decision, who do you go to?

Depot manager
Me, mostly. I decide it myself now. That's the point of the new model, we're trusted to decide.

Lontra
What was the last decision that went beyond you?

Depot manager
We were short of drivers and needed agency cover for a week, about two grand. I rang the old operations director's office, the person who used to sign those, just to check.

Lontra
You said you decide it yourself now, and then you called the person who used to sign. Help me understand that.

Depot manager
Fair. Both. For small things it's me. For anything I'd have needed a signature for before, I check. Not asking permission. Just making sure I'm not told off later.

Lontra
What would being told off look like?

Depot manager
Nobody's said it. But in the old company if you spent without asking, you heard about it. I don't know yet if that's still true.

Lontra
Did you use the form in the new model?

Depot manager
No. Anything urgent, I can't wait two days. So the call.

Lontra
Which spend limit do you work to?

Depot manager
Ours was five thousand. I think the new one's less. I work to five because nobody's told me not to.

Lontra
How do the joint planning calls fit in?

Depot manager
The joint call on Monday is where we announce things, not where we decide them. We've already agreed by then, on our own call on Friday.
“Nobody's told me. I've asked twice.”

Finance business partner, 4 years in role

Open the conversation

Excerpt from the conversation with: Finance business partner, 4 years in role · Supports two regions, came from the southern carrier

Lontra
What does a finance business partner do when a depot wants to spend more than planned?

Finance business partner
In theory the approval goes by the new limits. In practice depots send me the request and I don't know which limits apply. There are two tables. I keep both open.

Lontra
When did that last cause a problem?

Finance business partner
Agency cover for a northern depot, twenty-four hundred. Under the northern table that was over the depot manager's limit. Under the southern one it was fine. The system let it through because it only knows the old tables.

Lontra
Who decides which table wins?

Finance business partner
Nobody's told me. I've asked twice.

Lontra
Who did you ask?

Finance business partner
The integration team. First time they said it was being finalised. Second time they said use the target model. But the system isn't loaded with it.

Lontra
Before you approve something like that, who do you check with?

Finance business partner
My old finance director. Different team now, same building. I message him, is this right? He answers quicker than the process does.

Lontra
Do you have the tables written down?

Finance business partner
I do, I can share them.
“Whichever one they remember.”

Regional director, 8 years in role

Open the conversation

Excerpt from the conversation with: Regional director, 8 years in role · Northern region, came from the northern carrier

Lontra
Since the merger, how are decisions made in your region?

Regional director
Better than people think. The decision rights are clear, they're in the model, I've sent them to every depot manager twice.

Lontra
And in practice, do you see the model being followed?

Regional director
Mostly. I do still get calls. Depot managers from the old company ring me about things that should go to the regional operations lead. I tell them who to call, they thank me, and then they ring again the month after.

Lontra
How many a week?

Regional director
Four or five. Not a lot. But they're the same four or five people.

Lontra
What do you think is behind it?

Regional director
Habit, trust. They know me. It isn't disrespect for the model.

Lontra
Which limits do depot managers work to?

Regional director
Whichever one they remember. I've had a northern depot manager and a southern one sign the same kind of thing, one at two thousand and one at five.

Lontra
What would you want to happen?

Regional director
I'd rather the model worked fast than I stopped answering my phone. If I stop answering, somebody's driver doesn't get paid.
“Mine's two thousand. Was before, still is as far as I know.”

Depot manager, 9 years in role

Open the conversation

Excerpt from the conversation with: Depot manager, 9 years in role · Large northern depot, 60 staff, came from the northern carrier

Lontra
Since the merger, when something at your depot needs a decision, who do you go to?

Depot manager
Depends what it is. Routes, I'm meant to go to the regional operations lead now. But if there's money in it I ring my old boss first. He's not my boss any more, officially. He'll tell me in two minutes whether it's a yes.

Lontra
What happens after the call?

Depot manager
Then I send it through the proper route, with his answer already in my head. If he says no I don't bother sending it.

Lontra
Can you think of a case from the last few weeks?

Depot manager
A client wanted a pallet load delivered outside the normal cut-off. About three hundred pounds of extra driver time. I rang him, he said do it, I did it and sent the form afterwards.

Lontra
What came back on the form?

Depot manager
Approved. Three days later. By then the pallets were delivered.

Lontra
Is three days normal for the new route?

Depot manager
Two to four. Him, twenty minutes. You can see why I ring him.

Lontra
Is anything written down about those calls?

Depot manager
I keep a log, for my own cover really. I've attached March.

Lontra
In your log, the re-delivery on 12 March shows the model route as the regional operations lead and the decision by your former line manager, and then the same request appears again with a 71 in the last column. What is the second line?

Depot manager
That's the form. I sent it after, like I said. 71 hours is how long it took them to approve something I'd already done.

Lontra
Do you know what the spend limit is for a depot manager now?

Depot manager
Mine's two thousand. Was before, still is as far as I know. I went to the briefing, I couldn't tell you what the slide said.

The route in the model takes days, so urgent things go the old way 5 of 10 people Strong signal

Where the model's route is a form or a ticket, people quote two to four days against minutes by phone. Nobody described avoiding the route out of disregard; the item was due that day.

“Two to four. Him, twenty minutes.”Depot manager, 9 years in role

Show all 3 quotes and their conversations

“Two to four. Him, twenty minutes.”

Depot manager, 9 years in role

Open the conversation

Excerpt from the conversation with: Depot manager, 9 years in role · Large northern depot, 60 staff, came from the northern carrier

Lontra
Since the merger, when something at your depot needs a decision, who do you go to?

Depot manager
Depends what it is. Routes, I'm meant to go to the regional operations lead now. But if there's money in it I ring my old boss first. He's not my boss any more, officially. He'll tell me in two minutes whether it's a yes.

Lontra
What happens after the call?

Depot manager
Then I send it through the proper route, with his answer already in my head. If he says no I don't bother sending it.

Lontra
Can you think of a case from the last few weeks?

Depot manager
A client wanted a pallet load delivered outside the normal cut-off. About three hundred pounds of extra driver time. I rang him, he said do it, I did it and sent the form afterwards.

Lontra
What came back on the form?

Depot manager
Approved. Three days later. By then the pallets were delivered.

Lontra
Is three days normal for the new route?

Depot manager
Two to four. Him, twenty minutes. You can see why I ring him.

Lontra
Is anything written down about those calls?

Depot manager
I keep a log, for my own cover really. I've attached March.

Lontra
In your log, the re-delivery on 12 March shows the model route as the regional operations lead and the decision by your former line manager, and then the same request appears again with a 71 in the last column. What is the second line?

Depot manager
That's the form. I sent it after, like I said. 71 hours is how long it took them to approve something I'd already done.

Lontra
Do you know what the spend limit is for a depot manager now?

Depot manager
Mine's two thousand. Was before, still is as far as I know. I went to the briefing, I couldn't tell you what the slide said.
“Anything urgent, I can't wait two days.”

Depot manager, 6 years in role

Open the conversation

Excerpt from the conversation with: Depot manager, 6 years in role · Regional depot, 35 staff, came from the southern carrier

Lontra
When something at your depot needs a decision, who do you go to?

Depot manager
Me, mostly. I decide it myself now. That's the point of the new model, we're trusted to decide.

Lontra
What was the last decision that went beyond you?

Depot manager
We were short of drivers and needed agency cover for a week, about two grand. I rang the old operations director's office, the person who used to sign those, just to check.

Lontra
You said you decide it yourself now, and then you called the person who used to sign. Help me understand that.

Depot manager
Fair. Both. For small things it's me. For anything I'd have needed a signature for before, I check. Not asking permission. Just making sure I'm not told off later.

Lontra
What would being told off look like?

Depot manager
Nobody's said it. But in the old company if you spent without asking, you heard about it. I don't know yet if that's still true.

Lontra
Did you use the form in the new model?

Depot manager
No. Anything urgent, I can't wait two days. So the call.

Lontra
Which spend limit do you work to?

Depot manager
Ours was five thousand. I think the new one's less. I work to five because nobody's told me not to.

Lontra
How do the joint planning calls fit in?

Depot manager
The joint call on Monday is where we announce things, not where we decide them. We've already agreed by then, on our own call on Friday.
“Form takes days. Van's off the road today.”

Fleet supervisor, 12 years in role

Open the conversation

Excerpt from the conversation with: Fleet supervisor, 12 years in role · Vehicle maintenance, southern site

Lontra
When a vehicle is off the road and you need a decision on repair or hire, who do you go to?

Fleet supervisor
Same as before.

Lontra
Who is that?

Fleet supervisor
My old manager. He knows the vehicles.

Lontra
Has that changed since the merger?

Fleet supervisor
On paper.

Lontra
What is different on paper?

Fleet supervisor
Some form.

Lontra
Do you use the form?

Fleet supervisor
When they ask.

Lontra
Why the phone and not the form?

Fleet supervisor
Form takes days. Van's off the road today.

Lontra
Anything else you'd want people to know?

Fleet supervisor
No. It works.

The HR and finance systems still point at the old line managers 4 of 10 people Emerging

Holiday, absence and appraisals, and the approval tables, follow whatever the system holds. For 54 of 140 people in operations and support the line manager in the HR system is still the former one, so the request goes there.

“My timesheet goes to a manager who left the team in the spring.”Planning analyst, 18 months in role

Show all 3 quotes and their conversations

“My timesheet goes to a manager who left the team in the spring.”

Planning analyst, 18 months in role

Open the conversation

Excerpt from the conversation with: Planning analyst, 18 months in role · Joined after the merger, reports to a planning lead from the southern carrier

Lontra
You joined after the merger. When your team needs a decision, how does it get made?

Planning analyst
I ask whoever's in the chat who knows. Mostly the two senior planners. One's from the north, one's from the south. They don't always agree.

Lontra
What happens then?

Planning analyst
I do what the one who answered first said. Then I tell the other.

Lontra
Do you know who owns route changes in the new model?

Planning analyst
The regional operations lead, I think. I've never asked her anything. She's never in the chat.

Lontra
Where do you notice the two old companies still?

Planning analyst
My timesheet goes to a manager who left the team in the spring. I don't know why. Holiday requests go there too and she forwards them on.

Lontra
And the planning calls?

Planning analyst
There are two Mondays, really. The joint one at ten is polite. The real ones are the north at nine and the south at half past.
“Holiday, absence and appraisals go to whoever the system says.”

HR business partner, 5 years in role

Open the conversation

Excerpt from the conversation with: HR business partner, 5 years in role · Covers depots from both carriers, came from the northern carrier

Lontra
Where do you see the old reporting lines showing up in your work?

HR business partner
In the system, mostly. We changed the org chart in January for the operations teams. The line manager field in the HR system was only updated for about sixty percent, I think. I'd have to pull the numbers.

Lontra
What does that mean day to day?

HR business partner
Holiday, absence and appraisals go to whoever the system says. So people ask their old manager because that's who gets the request.

Lontra
And outside the system?

HR business partner
Managers who've taken over a team from the other company tell me staff still bring the thing to the person they trust. It isn't disloyalty. They know who answers.

Lontra
Do people come to you about it?

HR business partner
Yes. Mostly to ask who to ask.

Lontra
What do you tell them?

HR business partner
The model says the role. But I know the role doesn't always pick up. So I tell them the role, and then I say ring the old manager if it's urgent. Which I shouldn't.

Lontra
Why shouldn't you?

HR business partner
Because it keeps the old route alive. But I'd rather the driver gets paid.

Lontra
Could you share the report you mentioned?

HR business partner
I'll pull it, yes.
“About half the old lines are still in there.”

Integration programme lead, 14 months in role

Open the conversation

Excerpt from the conversation with: Integration programme lead, 14 months in role · Owns the target operating model

Lontra
What was the target operating model meant to change?

Integration programme lead
Decision rights, mostly. One page per function: who decides what, up to which limit. We published it in November and ran a briefing for every depot manager in December.

Lontra
How do you know whether people are using it?

Integration programme lead
Honestly, from the escalations that reach me. Which means I see what goes wrong. I don't see the quiet phone calls.

Lontra
What do you hear about those?

Integration programme lead
Not much. People don't tell the programme they rang their old boss. Why would they?

Lontra
You've shared the model. Section 4.2 sends credit notes above 5% of contract value to the Commercial lead as a single point of approval. How is that working?

Integration programme lead
She gets two or three a week. Last year's volumes across both companies would put it at nine or ten.

Lontra
What do you make of the gap?

Integration programme lead
Either volumes have fallen or they're being decided somewhere else. I can't prove which.

Lontra
Have you been able to check?

Integration programme lead
I asked for the numbers from both billing teams. I've had one answer.

Lontra
What about the reporting lines in the HR system?

Integration programme lead
About half the old lines are still in there. That's on HR's list, waiting for the final structure, which is mine. So I'm told.

Lontra
What do you mean, so you're told?

Integration programme lead
I thought we'd sent it. I need to check what we sent.

The joint planning call is where decisions are announced, not made 3 of 10 people Emerging

Each side agrees its plan on its own call first. The joint Monday call confirms what has been settled, which is why newer joiners describe it as polite and the experienced planners as for show.

“The joint call on Monday is where we announce things, not where we decide them.”Depot manager, 6 years in role

Show all 3 quotes and their conversations

“The joint call on Monday is where we announce things, not where we decide them.”

Depot manager, 6 years in role

Open the conversation

Excerpt from the conversation with: Depot manager, 6 years in role · Regional depot, 35 staff, came from the southern carrier

Lontra
When something at your depot needs a decision, who do you go to?

Depot manager
Me, mostly. I decide it myself now. That's the point of the new model, we're trusted to decide.

Lontra
What was the last decision that went beyond you?

Depot manager
We were short of drivers and needed agency cover for a week, about two grand. I rang the old operations director's office, the person who used to sign those, just to check.

Lontra
You said you decide it yourself now, and then you called the person who used to sign. Help me understand that.

Depot manager
Fair. Both. For small things it's me. For anything I'd have needed a signature for before, I check. Not asking permission. Just making sure I'm not told off later.

Lontra
What would being told off look like?

Depot manager
Nobody's said it. But in the old company if you spent without asking, you heard about it. I don't know yet if that's still true.

Lontra
Did you use the form in the new model?

Depot manager
No. Anything urgent, I can't wait two days. So the call.

Lontra
Which spend limit do you work to?

Depot manager
Ours was five thousand. I think the new one's less. I work to five because nobody's told me not to.

Lontra
How do the joint planning calls fit in?

Depot manager
The joint call on Monday is where we announce things, not where we decide them. We've already agreed by then, on our own call on Friday.
“The joint one at ten is polite.”

Planning analyst, 18 months in role

Open the conversation

Excerpt from the conversation with: Planning analyst, 18 months in role · Joined after the merger, reports to a planning lead from the southern carrier

Lontra
You joined after the merger. When your team needs a decision, how does it get made?

Planning analyst
I ask whoever's in the chat who knows. Mostly the two senior planners. One's from the north, one's from the south. They don't always agree.

Lontra
What happens then?

Planning analyst
I do what the one who answered first said. Then I tell the other.

Lontra
Do you know who owns route changes in the new model?

Planning analyst
The regional operations lead, I think. I've never asked her anything. She's never in the chat.

Lontra
Where do you notice the two old companies still?

Planning analyst
My timesheet goes to a manager who left the team in the spring. I don't know why. Holiday requests go there too and she forwards them on.

Lontra
And the planning calls?

Planning analyst
There are two Mondays, really. The joint one at ten is polite. The real ones are the north at nine and the south at half past.
“People say what they've already agreed.”

Transport planning team leader, 2 years in role

Open the conversation

Excerpt from the conversation with: Transport planning team leader, 2 years in role · Plans routes for the southern depots

Lontra
How do you work with the northern planners?

Transport planning team leader
Fine. We have a joint call.

Lontra
What happens in the joint call?

Transport planning team leader
People say what they've already agreed. Mostly.

Lontra
How does a route change get agreed?

Transport planning team leader
It depends.

Lontra
Depends on what?

Transport planning team leader
Who's around.

Lontra
Could you give me an example from last week?

Transport planning team leader
Not really. Normally we just sort it.

Lontra
Who is "we"?

Transport planning team leader
Me and, you know, whoever knows.

Lontra
Who do you ask when you aren't sure?

Transport planning team leader
My old lead. Obviously. And sometimes the dispatcher at the hub.

Lontra
Anything you'd change?

Transport planning team leader
Not sure. It's fine.

Where accounts differ

Whether the decision rights are clear

The people who wrote and sent the model say the rights are clear and the briefings were given. The people who have to use them say they know the role for some things and not for the ones that carry money.

Programme and region leadership 2 people

“The decision rights are clear, they're in the model, I've sent them to every depot manager twice.”

Regional director, 8 years in role

Open the conversation

Excerpt from the conversation with: Regional director, 8 years in role · Northern region, came from the northern carrier

Lontra
Since the merger, how are decisions made in your region?

Regional director
Better than people think. The decision rights are clear, they're in the model, I've sent them to every depot manager twice.

Lontra
And in practice, do you see the model being followed?

Regional director
Mostly. I do still get calls. Depot managers from the old company ring me about things that should go to the regional operations lead. I tell them who to call, they thank me, and then they ring again the month after.

Lontra
How many a week?

Regional director
Four or five. Not a lot. But they're the same four or five people.

Lontra
What do you think is behind it?

Regional director
Habit, trust. They know me. It isn't disrespect for the model.

Lontra
Which limits do depot managers work to?

Regional director
Whichever one they remember. I've had a northern depot manager and a southern one sign the same kind of thing, one at two thousand and one at five.

Lontra
What would you want to happen?

Regional director
I'd rather the model worked fast than I stopped answering my phone. If I stop answering, somebody's driver doesn't get paid.
“We published it in November and ran a briefing for every depot manager in December.”

Integration programme lead, 14 months in role

Open the conversation

Excerpt from the conversation with: Integration programme lead, 14 months in role · Owns the target operating model

Lontra
What was the target operating model meant to change?

Integration programme lead
Decision rights, mostly. One page per function: who decides what, up to which limit. We published it in November and ran a briefing for every depot manager in December.

Lontra
How do you know whether people are using it?

Integration programme lead
Honestly, from the escalations that reach me. Which means I see what goes wrong. I don't see the quiet phone calls.

Lontra
What do you hear about those?

Integration programme lead
Not much. People don't tell the programme they rang their old boss. Why would they?

Lontra
You've shared the model. Section 4.2 sends credit notes above 5% of contract value to the Commercial lead as a single point of approval. How is that working?

Integration programme lead
She gets two or three a week. Last year's volumes across both companies would put it at nine or ten.

Lontra
What do you make of the gap?

Integration programme lead
Either volumes have fallen or they're being decided somewhere else. I can't prove which.

Lontra
Have you been able to check?

Integration programme lead
I asked for the numbers from both billing teams. I've had one answer.

Lontra
What about the reporting lines in the HR system?

Integration programme lead
About half the old lines are still in there. That's on HR's list, waiting for the final structure, which is mine. So I'm told.

Lontra
What do you mean, so you're told?

Integration programme lead
I thought we'd sent it. I need to check what we sent.

In depots and support teams 3 people

“I went to the briefing, I couldn't tell you what the slide said.”

Depot manager, 9 years in role

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Excerpt from the conversation with: Depot manager, 9 years in role · Large northern depot, 60 staff, came from the northern carrier

Lontra
Since the merger, when something at your depot needs a decision, who do you go to?

Depot manager
Depends what it is. Routes, I'm meant to go to the regional operations lead now. But if there's money in it I ring my old boss first. He's not my boss any more, officially. He'll tell me in two minutes whether it's a yes.

Lontra
What happens after the call?

Depot manager
Then I send it through the proper route, with his answer already in my head. If he says no I don't bother sending it.

Lontra
Can you think of a case from the last few weeks?

Depot manager
A client wanted a pallet load delivered outside the normal cut-off. About three hundred pounds of extra driver time. I rang him, he said do it, I did it and sent the form afterwards.

Lontra
What came back on the form?

Depot manager
Approved. Three days later. By then the pallets were delivered.

Lontra
Is three days normal for the new route?

Depot manager
Two to four. Him, twenty minutes. You can see why I ring him.

Lontra
Is anything written down about those calls?

Depot manager
I keep a log, for my own cover really. I've attached March.

Lontra
In your log, the re-delivery on 12 March shows the model route as the regional operations lead and the decision by your former line manager, and then the same request appears again with a 71 in the last column. What is the second line?

Depot manager
That's the form. I sent it after, like I said. 71 hours is how long it took them to approve something I'd already done.

Lontra
Do you know what the spend limit is for a depot manager now?

Depot manager
Mine's two thousand. Was before, still is as far as I know. I went to the briefing, I couldn't tell you what the slide said.
“Nobody's told me. I've asked twice.”

Finance business partner, 4 years in role

Open the conversation

Excerpt from the conversation with: Finance business partner, 4 years in role · Supports two regions, came from the southern carrier

Lontra
What does a finance business partner do when a depot wants to spend more than planned?

Finance business partner
In theory the approval goes by the new limits. In practice depots send me the request and I don't know which limits apply. There are two tables. I keep both open.

Lontra
When did that last cause a problem?

Finance business partner
Agency cover for a northern depot, twenty-four hundred. Under the northern table that was over the depot manager's limit. Under the southern one it was fine. The system let it through because it only knows the old tables.

Lontra
Who decides which table wins?

Finance business partner
Nobody's told me. I've asked twice.

Lontra
Who did you ask?

Finance business partner
The integration team. First time they said it was being finalised. Second time they said use the target model. But the system isn't loaded with it.

Lontra
Before you approve something like that, who do you check with?

Finance business partner
My old finance director. Different team now, same building. I message him, is this right? He answers quicker than the process does.

Lontra
Do you have the tables written down?

Finance business partner
I do, I can share them.
“I've never been told which of the two rule sets wins, so I don't use it, I ask someone.”

Client service team leader, 7 years in role

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Excerpt from the conversation with: Client service team leader, 7 years in role · Claims and delivery queries, 14 agents, came from the northern carrier

Lontra
How do your team and the southern claims team work together day to day?

Client service team leader
Works fine day to day, honestly. We share a queue now. The trouble is when a client is owed compensation.

Lontra
What happens then?

Client service team leader
Different rules. Ours is we refund up to fifty pounds without checking. Theirs checks from twenty-five. So on the grey ones I ask my old manager what to do. Then the southern claims lead tells me something else.

Lontra
When did that last happen?

Client service team leader
Tuesday. Damaged parcel, forty-pound order. Took me two hours to get an answer because I asked both.

Lontra
Is there a route for it in the new model?

Client service team leader
There's a ticket. Two days. I've never been told which of the two rule sets wins, so I don't use it, I ask someone.

Lontra
What did you do with Tuesday's?

Client service team leader
Paid it. Said sorry to the client. Then told both of them I'd paid it.

Lontra
If you had to pick one of them next time?

Client service team leader
Mine. I know she'll answer.

Documents

Target operating model, operations (extract) Shared by a participant

Version 3.1 of the model, from the section on who decides what. Five rules, each naming a role. The depot manager's spend limit sits in an annex.

Shared by: Integration programme lead, 14 months in role

Open the document

The line Lontra asked about is marked.

TARGET OPERATING MODEL, OPERATIONS (EXTRACT)

Version 3.1. Applies to all depots and support teams from 1 January.

4. Decision rights

4.1 Route and capacity changes within a region: Regional operations lead. Depot managers propose; decision within two working days.

4.2 Credit notes and pricing exceptions above 5% of contract value: Commercial lead (single point of approval). Requests go through the exceptions form.

4.3 Overtime above the weekly team cap: Regional operations lead.

4.4 Spend up to the limit in Annex B: depot manager. Above it: regional operations lead, then regional director.

4.5 Former reporting lines end on 1 January. Staff take operational questions to the role named above.

What Lontra asked about it

Excerpt from the conversation with: Integration programme lead, 14 months in role · Owns the target operating model

Lontra

What was the target operating model meant to change?

Integration programme lead

Decision rights, mostly. One page per function: who decides what, up to which limit. We published it in November and ran a briefing for every depot manager in December.

Lontra

How do you know whether people are using it?

Integration programme lead

Honestly, from the escalations that reach me. Which means I see what goes wrong. I don't see the quiet phone calls.

Lontra

What do you hear about those?

Integration programme lead

Not much. People don't tell the programme they rang their old boss. Why would they?

Lontra

You've shared the model. Section 4.2 sends credit notes above 5% of contract value to the Commercial lead as a single point of approval. How is that working?

Integration programme lead

She gets two or three a week. Last year's volumes across both companies would put it at nine or ten.

Lontra

What do you make of the gap?

Integration programme lead

Either volumes have fallen or they're being decided somewhere else. I can't prove which.

Lontra

Have you been able to check?

Integration programme lead

I asked for the numbers from both billing teams. I've had one answer.

Lontra

What about the reporting lines in the HR system?

Integration programme lead

About half the old lines are still in there. That's on HR's list, waiting for the final structure, which is mine. So I'm told.

Lontra

What do you mean, so you're told?

Integration programme lead

I thought we'd sent it. I need to check what we sent.

Exceptions log, northern depot, March (extract) Shared by a participant

A depot manager's own record of six exception requests. Three were decided by phone with a former line manager in under two hours; the same request through the model's route took 71 hours.

Shared by: Depot manager, 9 years in role

Open the document

The line Lontra asked about is marked.

Date	Request	Cost (GBP)	Route in the model	Decided by	Hours to decision
04 Mar	Late collection for a retail client	120	Depot manager	Depot manager	0
07 Mar	Overtime above weekly cap (6 drivers)	840	Regional operations lead	Former line manager (phone)	1
12 Mar	Re-delivery outside cut-off	300	Regional operations lead	Former line manager (phone)	0.3
12 Mar	Same request sent through the form	300	Regional operations lead	Regional operations lead	71
19 Mar	Credit note over 5% of contract value	1450	Commercial lead	Former line manager (phone)	2
26 Mar	Replacement pallet jack hire	260	Depot manager	Depot manager	0

What Lontra asked about it

Excerpt from the conversation with: Depot manager, 9 years in role · Large northern depot, 60 staff, came from the northern carrier

Lontra

Since the merger, when something at your depot needs a decision, who do you go to?

Depot manager

Depends what it is. Routes, I'm meant to go to the regional operations lead now. But if there's money in it I ring my old boss first. He's not my boss any more, officially. He'll tell me in two minutes whether it's a yes.

Lontra

What happens after the call?

Depot manager

Then I send it through the proper route, with his answer already in my head. If he says no I don't bother sending it.

Lontra

Can you think of a case from the last few weeks?

Depot manager

A client wanted a pallet load delivered outside the normal cut-off. About three hundred pounds of extra driver time. I rang him, he said do it, I did it and sent the form afterwards.

Lontra

What came back on the form?

Depot manager

Approved. Three days later. By then the pallets were delivered.

Lontra

Is three days normal for the new route?

Depot manager

Two to four. Him, twenty minutes. You can see why I ring him.

Lontra

Is anything written down about those calls?

Depot manager

I keep a log, for my own cover really. I've attached March.

Lontra

In your log, the re-delivery on 12 March shows the model route as the regional operations lead and the decision by your former line manager, and then the same request appears again with a 71 in the last column. What is the second line?

Depot manager

That's the form. I sent it after, like I said. 71 hours is how long it took them to approve something I'd already done.

Lontra

Do you know what the spend limit is for a depot manager now?

Depot manager

Mine's two thousand. Was before, still is as far as I know. I went to the briefing, I couldn't tell you what the slide said.

Approval limits by role, old and new Shared by a participant

The finance partner's side-by-side of the northern limits, the southern limits and the target model's. For a depot manager they are 2,000, 5,000 and 3,000.

Shared by: Finance business partner, 4 years in role · Shared during Deep Study

Open the document

The line Lontra asked about is marked.

Role	Northern limit (GBP)	Southern limit (GBP)	Target model limit (GBP)
Depot manager	2000	5000	3000
Regional operations lead	10000	15000	10000
Commercial lead	5000	5000	7500
Regional director	50000	40000	40000

What Lontra asked about it

Excerpt from the Deep Study conversation with: Finance business partner, 4 years in role · Supports two regions, came from the southern carrier

Lontra

You said you keep both approval tables open. Could you share them?

Finance business partner

Attached. The three columns on the right are the northern limit, the southern limit and the target model.

Lontra

In your table the depot manager is 2,000 in the north, 5,000 in the south and 3,000 in the target model. What did the agency cover for the northern depot need?

Finance business partner

Under the target model, 3,000, so it was fine. Under the northern table it wasn't. The system said yes.

Lontra

Has anyone told depots that the 3,000 figure applies?

Finance business partner

Not in writing, as far as I know. It's in an annex of the model. I only found it because I went looking.

Lontra

How many requests last month fell between the old limit and the new one?

Finance business partner

Eleven that I know of. Six where the limit went up, five where it went down. Nobody's been refused yet.

Lontra

Yet?

Finance business partner

I mean nobody's been told no. I don't know what happens the first time somebody is.

Reporting lines: HR system against the target model Shared by a participant

Operations and support teams, 140 people. For 54 of them the line manager in the HR system is still the one from before the merger; transport planning has the highest share.

Shared by: HR business partner, 5 years in role · Shared during Deep Study

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The line Lontra asked about is marked.

Team	Headcount	Line manager matches target model	Line manager still the former one
Depot management and supervisors	46	31	15
Transport planning	22	9	13
Client service	38	30	8
Fleet and maintenance	24	10	14
Finance partners	10	6	4
Total	140	86	54

What Lontra asked about it

Excerpt from the Deep Study conversation with: HR business partner, 5 years in role · Covers depots from both carriers, came from the northern carrier

Lontra

You mentioned you'd pull the report on reporting lines. What does it show?

HR business partner

I've attached it. It matches the org chart against the line manager field in the system, team by team.

Lontra

In your table transport planning has 13 of 22 still pointing at the former manager, more than any other team. Why is that?

HR business partner

Planning moved twice. The first move used the old cost centres. The second was never loaded. I only noticed when planning staff asked who approved their leave.

Lontra

What would it take to correct them?

HR business partner

A data load. A couple of days for us. But we need the programme to confirm the final lines.

Lontra

Who is waiting on whom?

HR business partner

I thought they were waiting on me. I've just been told they think I'm waiting on them.

Lontra

How many people in total are affected?

HR business partner

Fifty-four of the hundred and forty. About what I guessed overall. Planning is the surprise.

What we still don’t know

Whether credit notes have fallen in volume or are being decided somewhere else.The Commercial lead sees two or three a week where last year's volumes would suggest nine or ten. The programme lead has had numbers from one billing team and is waiting on the other, so this study cannot say which explanation holds.
Which definition of a late parcel client contracts follow.The southern hub counts a parcel late after midnight and the northern depots after six in the evening. The dispatcher, who gets the calls, could not say which is right and nobody in the study could tell him.

Deep Study

Five days after the last first-round conversation, Deep Study went back to four people whose answers left a question open, and spoke to one colleague a participant suggested.

Finance business partner, 4 years in role Asked again

Keeps two approval tables open and asked twice which one wins. How many requests fall between them?

Open the conversation