Don Porter CBE, Managing Director
Don is a graduate from Lancaster University from where he obtained three degrees. Subsequently, he was invited to serve on the Court of the University. He has developed close links with the Business School. Lancaster is one of only two 6* Business Schools in the UK.
Don joined British Airways in 1977 as a graduate Management Trainee. His first commercial responsibility in the airline was for the Middle East. Following that, he spent four years with the airline in the Market Research Department where he was responsible for establishing the airline’s worldwide Customer Service research. This was integral to the culture change strategy of the Board.
Between 1983 and 1986, Don played a major role in the design and implementation of the company wide culture change programme at British Airways. The success of this initiative was dependent upon the involvement of employees in the improvement process. He sat on all the departmental management workshops; had responsibility for over 200 Customer Service Teams and the implementation of major communication events for all 50,000 employees, worldwide.
Don joined Lloyds Bank in 1986 as Chief Manager Corporate Communications with responsibility for the bank’s worldwide customer service programme in addition to employee communication and market research. The role at Lloyds Bank necessitated the initial design of the service strategy in conjunction with the Deputy Chief Executive and Board members followed by the implementation of that strategy. The implementation included communication events; employee and customer research; management and staff training and the establishment of Service Teams to involve staff in the improvement process.
Don has led major client accounts in both the public and private sectors. He has an excellent knowledge and understanding of Government. Don has also been involved in the development of MSB’s client base in the Gulf.
Corporate communications is a key area of focus for Don. He has designed events for both private and public sector organisations in the UK and internationally.
Don has developed a range of diagnostic tools that have been used successfully within client organisations to define and drive forward change and monitor the impact of training initiatives. These include Priority Diagnostic on Culture Change©, The Diamond Model of Employee Engagement© and The Customer Expects©.
During the summer of 1996 Don was awarded a CBE in The Queen’s Birthday Honours List for public and political service.
