Great Game of Business in Action

Wednesday, 4 March 2015

Posted by: Jacqui Mitchell – Employee Ownership Specialist

Around 25 people joined us on the 10th February at Stellar Europe, a contact centre in Ayrshire, Scotland to find out more about how their performance has improved since implementing the Great Game of Business (GGOB) methodology.

The day kicked off with Michael Lumsden, the Chief Executive explaining about their turnaround. He started having monthly Town Hall meetings with all staff to share information on financials and other performance indicators at the end of 2012 when they were losing significant revenue each month. In 2014 their turnover was £8m with profit of £700K, and they are now forecasting that revenue will rise to over £11m this year and will be £20m by 2020.

Each day at 2pm the account managers have a “huddle” which involves gathering around a scorecard written on a whiteboard and presenting their numbers for the previous day. Each person owns their numbers and is able to explain the reason if they are not on target and what is being done to rectify the situation.

Mini games are used throughout the business to capitalise on opportunities or address an issue. For example, absenteeism can be a particular problem for call centres in December and this affects revenue and profit, so each team was able to put a bauble on their Christmas tree if everyone was present. This resulted in some colleagues phoning other members of their team to coax them into work!

The group was then divided into four smaller groups to go onto the floor and meet with different managers who explained more about mini games, critical numbers, employee engagement and there was also the opportunity to witness the huddle. Arend Welmers of Great Game UK, then explained more about the history of the GGOB and open book management which began in a US employee owned company called SRC Holdings over 30 years ago. That company has enjoyed phenomenal success by getting everyone to think, act and feel like business owners.

The next GGOB event will be held at Stellar on 28th April 2015. If you want to find out how to unleash the entrepreneur inside every employee then please contact Gareth Dunlop ( to register.

About Stellar

Stellar Europe employs around 500 people in Scotland with contact centre locations based in Irvine, Ayrshire and Paisley, Renfrewshire. The company has operated in Scotland for over 13 years and is part of a global business employing over 4,500 people established in 1998. Stellar Europe is a leading provider of customer management services, handling phone calls, email and live chat customer contact for an array of blue chip clients from the telecommunications, financial services, insurance, public sector and automotive sectors.