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Ria Deakin and Helge Hoel

Neptune Plc is a British facilities management and infrastructure company. It works with public authorities and utility companies to deliver repair and maintenance services across a range of areas including water, sewage, electricity and refuse collection. Neptune Plc operates across the UK through a number of regional sites, employing over 13 000 people in total. Most sites are divided into departments dealing with particular services and contracts. Each of these departments has a customer service team, a service delivery team, and a commercial team. Each team has a manager who reports to the departmental manager. Managers are appointed on the basis of their technical skill, knowledge and experience, rather than on their management capabilities. They are required to undertake some management training but this is minimal and the requirement is not strictly enforced.