Stella Morris
Head of Guards, South West Trains
September 18 2006
On Monday 18th September, The IRO Young Professionals were treated to a talk from Stella Morris, Head of Guards at South West Trains. In a wide ranging presentation, Stella talked about how she joined the railway industry, the challenges she has faced and overcome in her current role and her top tips for an aspiring manager.
Stella joined the railways from British Gas, where she had been regional manager, looking after the show rooms. She joined South West Trains as a Retail Manager before going on to be General Manager for Wessex. In 2000 she project managed the devising and introduction of the new structure for South West Trains management – and in doing so abolishing her own position.
In 2001 she started the job she really wanted to do – Head of Guards. When Stella started in the role in 2001 the Key Performance Indicators (KPIs) were poor, there was a high level of sickness, guards were uneasy about change, they worked old stock and the uniform was poor. Strained industrial relations came to a head and that year there were two strikes Stella, while noting that there are no winners from Industrial Disputes, said this marked the turning point with the start of a more constructive relationship.
Managers now make an effort to engage with the workforce; the old safety days have evolved into ‘Company Days' a dynamic forum for issues to be raised and discussed. There has been a growth of team spirit. Stella also encourages her managers to travel on late night trains with the guards to ensure they are fully aware of problems faced.
Stella's top 10 tips:
- Decide what you want
- Look/learn/listen
- Involve key people
- Empower your team
- Build team spirit
- Go back to the floor – often
- Have passion
- Learn from all around you – not just at formal training
- Accept & encourage feedback
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Take measured risks and learn from mistakes
It was obvious when hearing Stella talk that she has a passion for great on-board service. She elaborated that while on-board a train, the passenger is totally captive and therefore the guard's role is key in the passenger experience.
Stella said success for her will be when there is a VIP travelling on a SWT service and she doesn't need to check up who the guard will be because she is confident all guards will give a good service. The KPIs now are a lot higher than in 2001 with around ¾ of passengers saying SWT guards provide good information and a helpful service.
The IRO Young Professionals would like to thank Stella Morris for coming to share her passions and experience of delivering on-board service.
Written by Alex Hellier.
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