Category: Featured

• By Richard Brabner, Executive chair of the UPP Foundation and Director of ESG at UPP.
• Richard is a guest on today’s My Imaginary University podcast with Paul Greatrix, in which he cites James Timpson as one of the inspirations behind his imaginary university. To coincide with the podcast, Richard has penned a review of James Timpson’s book, The Happy Index: Lessons in Upside-Down Management.

You’re not supposed to have heroes at 40, or at least not admit to as much in the august pages of the HEPI blog. But here’s my confession. I have two and they are both called James.

The first – James (Jimmy) Anderson, England’s greatest living sportsperson – isn’t relevant for the blog (although surely he deserves recognition from our great universities in the North West?). Instead this blog is about the other James – James Timpson – until recently CEO of Timpson Group and now Lord Timpson, Minister of State for Prisons, Probation and Reducing Reoffending.

James Timpson is best known for the recruitment of former prisoners, with ex-offenders comprising around 10% of his company’s workforce at any one time. As his journey of employing ex-offenders developed, it led him to become a national figure – championing not just jobs for ex-offenders but prison reform. In 2016, he became the chairman of the Prison Reform Trust, founded the Employment Advisory Board network across the prison estate and, after the general election, became one of the Government’s most eye-catching appointments as the Minister of State responsible for all of this.

It is his approach as a CEO, though, which offers an interesting perspective for higher education leaders. Not only is the business known for its recruitment policies but for many other progressive measures. He wouldn’t describe it as such, but James Timpson is a business leader known for putting social purpose into action.

He would steer clear from using the term social value, or the increasingly common ‘purpose-led business’, because he finds corporate jargon maddening. This is one of the many lessons he shares in his book, which offers advice to leaders and would-be leaders on how to create a thriving organisation ‘that puts people first.’ The book – published before he became a Minister – is structured in eight chapters (or, as he calls them, lessons) with various interesting observations included in each. For this blog, however, I have pulled out three key themes which permeate through the book and are highly relevant to our sector.

1. Happy colleagues = happy students

University-employee relations are often fraught with tensions and have been riddled with industrial action in recent years – so could a key-cutting business offer a better way forward?  

We’ve seen the transformative power of treating colleagues with kindness and respect, which then extends to how teams interact with customers. It’s a virtuous circle that can make our shops, and indeed all places of customer service, better for everyone involved.

The quote above might come across a stating the bleeding obvious or even a little saccharine without the rest of the chapter it is written in, but it is important to put cynicism aside here, because throughout the book – and I would argue its number one focus – is to foster the right colleague experience.

The idea of focussing on the colleague experience in an era of redundancies and ‘cost transformation’ may be too culturally difficult or simply inauthentic for our sector. But I would argue that the present circumstances make it even more important. At the heart of Timpson’s approach is a very human and empathetic one which respects colleagues’ individual circumstances rather than one which relies on policies and processes.

Timpson has a Director of Happiness (again, please hold off on your cynicism) whose job revolves around providing support to colleagues confronting crises or challenges in their professional or personal lives. This person helps organise funerals, helps colleagues find somewhere to live and can even unlock financial support when necessary. Whether it is physical fitness, financial wellbeing or mental health, Timpson also offers a comprehensive package of welfare support for employees. Shouldn’t we do this too?

Strong workplace benefits add to the positive colleague experience. This is not unusual for universities; academics and professional services tend to have great annual leave entitlements and exceptional pensions (compared to the private sector), but again, what comes through from reading The Happy Index is the human and empathetic element to their approach. They offer extra days off for milestones – a grandchild’s birthday or a school concert. They provide chauffeur-driven cars for an employee’s wedding, and they own 19 holiday homes dotted across the UK for Timpson’s colleagues to use for free.

Much of this approach isn’t new or revolutionary, there are clear similarities with the 19^th century quaker businesses, or Percival Perry’s policy of ‘high wages, reduced hours, and extensive corporate welfare’[1] for running Ford’s first factories in the UK. Yet, in an era of private equity financialisation, it is all too rare in the modern age. When Governments talk about universities learning from the private sector it is the likes of Timpson they should be referring to.

2. Focus and simplicity

Timpson’s human approach to the colleague experience is aided by simplicity – a value which cuts across the eight lessons in the book. When he writes about data, he says that leaders can become overly reliant on it and lose sight of what really matters. There are only four pieces of data James Timpson really cares about. Daily sales figures, customer service scores, cash flow – and what he describes as The Happy Index. This is a survey they regularly run and track with all colleagues, which asks one simple question: ‘On a scale of 1-10, how happy are you with the support you get from your team?’.

If Timpson is right in his view that ‘the way colleagues feel reflects the way our customers will feel’, wouldn’t it be fascinating to see if this correlates to higher education? Perhaps universities could post this question each Friday via an app (not dissimilar to innovations like Teacher Tapp) to track colleague satisfaction and then correlate it with student experience data.

Another relevant piece of advice is to avoid ‘entrepreneuritis’. Timpson says this is an area he struggles with as it is common for entrepreneurs to think they can venture into any business and make it thrive. Yet the pitfalls are as large as the opportunities. This reminded me of much of the evidence for the UPP Foundation Civic University Commission, where we found a huge amount of positive activity, but rarely was it strategic and connected to the needs of the city or region.

The civic arena won’t be the only part of the university where our sector has to grapple with entrepreneuritis, but fortunately, Timpson offers some common-sense advice for how to test whether diversification is worth the investment, time and effort, based on three questions:

Will it benefit the company, will the company fit into our culture, and is it going to be more work than it’s worth?

All of these can be adapted for higher education.

3. Giving back to get more

The third theme brings us back to what Timpson is best known for. A ‘Timpson University’ would really lean into progressive recruitment for both academics and professional services colleagues, as well as adopt some of the most creative and impactful social value programmes in the private and public sectors. This shouldn’t be regarded as an act of charity. This is very much enlightened self-interest – James Timpson says that ‘returning citizens are often the most dedicated, honest and hardworking colleagues we can find’. A recruitment policy for colleagues which looks at supporting the most disadvantaged – ex-offenders, people who have suffered homelessness or who are care-experienced; alongside local recruitment (as some universities already do), which targets the poorest neighbourhoods in the region, could be transformational. The additional opportunity for a university, unlike a shoe repair shop, is the symbiotic relationship this approach could have with its widening participation strategy.

Many universities have programmes to support disadvantaged people into employment, but I’m not sure any are as sophisticated or impressive as Timpson’s. There are clearly challenges, but the book is at its best when it details the journey the business has been through and some of the ways to successfully manage ex-offenders – unsurprisingly, the human approach and a culture which embraces kindness and the support and guidance of colleagues is critical.

James Timpson’s book is a fascinating insight into running a successful business the right way. It really does show the art of the possible in terms of doing good while making a profit. But there are three weaknesses in a largely excellent read. Pulled together from a collection of Sunday Times articles, at times it can suffer from a lack of coherence. It is quite amusing, for example, to read about the importance of returning to the office on page 160 while finding out about the long-term potential of remote work on page 166. There’s also a little too much positive spin throughout the book. In the section about entrepreneuritis and diversifying income streams all of his examples ended up being successful. It would have been an even better read if he offered examples of real failure. I would have also liked to read more about his views on how the nature of business ownership impacts social value, something which should be explored in greater depth.  

These are minor criticisms, however. The book offers excellent advice for leaders in any sector – even our universities – on the way to run a successful organisation in the 21^st Century.

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[1] Kit Kowol: Blue Jerusalem: British Conservatism, Winston Churchill, and the Second World War