Stellar Europe announced as the winners of the Great Game of Business; Best Open Book Management Company in the UK for 2013

Arend Welmers – Managing Director for Great Game UK says, “the Great Game of Business is the most celebrated approach to Open Book Management, a unique and well-proven method for running a company that delivers extraordinary levels of business performance and employee engagement. It is based on a simple, yet powerful belief; When employees think, act and feel like owners… everybody wins.”

In its simplest form, The Great Game of Business is a way of running a company that gets everyone focused on helping the business be successful.  Employee goals and accountabilities are tied directly to the success of the company.  It teaches all employees the Critical Numbers of the company and how they can make a difference – both individually and as part of a team.

Stellar Europe employs around 400 people in Scotland with offices in Irvine and Paisley. The company has operated in Scotland for 13 years and is part of a global business employing 4,000 people in the UK, Australia, USA, Canada and the Philippines. Stellar Europe is a leading provider of contact centre services handling phone calls, email, web chat and SMS customer contact for an array of blue chip clients from the telecommunications, financial services, insurance and media sectors.

Announcing the award, Arend Welmers – Managing Director for Great Game UK congratulated Stellar on being the most advanced practitioners of Open Book Management in the UK. He highlighted practices such as daily “huddles” where employees meet to discuss performance on key business numbers, monthly “town hall” meetings where the CEO presents to all employees on Stellar’s financial performance, the use of “mini games” to create employee buy in to business improvement and the overwhelming enthusiasm and engagement of staff as key factors in Stellar winning this award. 

GGOB UK Winners 2013

Welmers went on to say “Stellar Europe have been playing the Great Game of Business for many years, but over the last 18 months we have observed a step change in their Open Book Management practices. It is no coincidence that this increased focus on Open Book Management has coincided with a marked improvement in Stellar Europe’s business performance.”

Receiving the award, Michael Lumsden – Chief Executive of Stellar Europe paid tribute to Stellar Europe employees who he said are responsible for this achievement. “At Stellar Europe, Open Book Management is now engrained as the way we do business. It isn’t a project or an initiative or something driven by a staff engagement committee, and it has no use by date. It is the way we run the business each and every day and it is the dogged repetition and continual refinement of Open Book Management practices by every employee which has underpinned our business success over the last 18 months.”

Lumsden elaborated on the challenges faced by Stellar in recent years; “Frankly, like many companies in the UK, Stellar Europe was battling to survive 18 months ago. We went back to the basics of Open Book Management and implemented the practices which Arend mentioned earlier. Since then, the more we have done to inform, educate and involve our employees in the key numbers and issues of our company, the more our people have responded with the solutions to improve our business performance. Not only is Stellar Europe now in a sound position financially, our business has grown by 32% this year and our clients are enjoying the benefits of better service from our highly engaged employees.”

Lumsden concluded by saying; “Open Book Management is the single most powerful business concept I have witnessed over the past 30 years working in management. The great thing about Open Book Management is that it is simple to do, it costs very little to implement, it can be started almost immediately and the benefits in my experience are profound.”

The Great Game of Business and Open Book Management first came to prominence in 1994 when the Great Game’s chief visionary, Jack Stack, co-authored the best-selling book; The Great Game of Business with Bo Burlingham. The book tells the SRC Story where in 1983 Jack Stack, along with 12 other managers, scraped together $100,000 in cash, borrowed a further $8.9 million, and transformed a failing division of International Harvester into one of the most successful and competitive companies in America.

Under Jack Stack’s leadership and the Open-Book Management approach (later coined The Great Game of Business), the flat-lining company was transformed into SRC Holdings Corporation; Through using this approach, SRC has become a thriving company of over 1,200 engaged employees in more than 17 business units across a variety of industries. This once struggling company with a stock price of only ten-cents per share in 1983 is worth over $199 a share today. The Great Game of Business has transformed more than 5,100 companies around the world — including Southwest Airlines, Harley-Davidson and Whole Foods Market — prompting BusinessWeek to label SRC Holdings as a ”Management Mecca.” 

About Stellar

As a global expert in Managing Customer Relationships, Stellar is literally the voice behind many of the world’s leading brands. Stellar is privately owned and manages over 300 million customer interactions on behalf of its clients each year. Its offerings span Customer Service and Sales Support using telephone, email, and web chat as well as Back Office Processing and Consulting. For more information, visit:

For further information about Stellar please contact:

Brian McKee

Marketing Manager, UK


Tel:     +44 (0) 1294 225 337

Fax:    +44 (0) 1294 225 301



About Great Game of Business

The Great Game of Business, Inc. was established to help companies implement the open-book management practices outlined in the book The Great Game of Business. Great Game UK are the educational wing of SRC Holdings Corporation, where the business philosophy of open-book management was developed by our President and CEO, Jack Stack, more than 30 years ago.

Originally established to handle a high-demand for company tours and visits after the book’s release, The Great Game of Business, Inc. is now the largest and most well-known resource for open-book management training and education. We provide expert training and coaching services for companies interested in implementing open-book management in their organisation. In addition, we sponsor an annual conference where open-book companies gather to learn and share best practices.

Great Game UK provides Open-Book Management training and coaching services and support for organisations in the UK and Ireland.

For more information about Great Game UK please contact:

Arend Welmers

Managing Director

Great Game UK

Tel: +44 (0) 789 999 2392




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