Coaching helps Vodafone to change its culture: …and transforms the working of managers, teams and the business

Vodafone’s change from a command and control culture to one based on coaching and collaboration has helped the company to top the league table of mobile‐telephone network quality. The company culture of the mid‐1990s, which had its roots in the manufacturing facilities of Racal, had caused the company to slip behind BT Cellnet and Orange in terms of call‐completion success rate, based on the percentage of calls set up, held and terminated successfully. But Vodafone regained top spot in 2000 and has held it ever since.