Job Satisfaction Survey End of Pilot Results – UK Data
Caroline Evans
BTO AIM Coach
Caroline.owen@bt.com
07802 241 581
Post Pilot Summary v Where We Started (only 16 weeks ago)
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45% of the UK Data population completed the survey
32% of the population completed the survey
95% included their names and asked to be involved in the results
75% included their names and asked to be involved going forwards
96% have the opportunity to work with colleagues to solve problems
71% have the opportunity to work with colleagues to solve problems
93% responded positivity to getting a sense of achievement from their work
64% responded that it was only sometimes ( a sense of achievement )
100% responded that they always or mostly had clear targets at work
52% responded that they always or mostly had clear targets at work
Taking your job as a whole do you enjoy your work or not? – 100% responded I quite enjoy
it or I enjoy it very much
Taking your job as a whole do you enjoy your work or not? – 85% responded I quite enjoy it
or I enjoy it very much
86% answered Very Well that they think their skills and knowledge are used in their present
job,
60% answered Very Well that they think their skills and knowledge are used in their present
job,
100% wanted opportunities to develop their skills and 86% said their skills were used very
well
84% said they wanted the opportunity to make friends at work
93% said their manager spends time with me discussing my work
35% said their manager spends time with me discussing my work
Verbatim comments
How could your job be made more satisfying and enjoyable
Less emphasis on widget count. I believe
management do not want to understand
the difficulties this causes. A real change
in attitude from management to include
and involve all rather than just discussing
key issues with favourite people
Managers of teams need to manage their
teams .They spend far to much time on
other duties which detracts from help the
team to grow and improve customer
service.We need to stop the top down
delegation that damages our business
moving forward to success
REMOVE THE BEAN COUNTING AND
ALLOW INDIVIDUALS TO WORK TO A TOP
QUALITY STANDARD WITH CONTINUOUS
IMPROVEMENT THAT HAVING THE TIME
TO DO SO WOULD ALLOW IMPROVE THE
QUALITY OF JOBS ARRIVING IN TO
PLANNING FROM THE FRONT END OR
OPENREACH EXTERNAL
have the soul responsibility & be clearly
measured against team targets to deliver
an order or multiple orders/products
through from start to finish without
having to pass it on to someone else.
Wider ownership of everything relating to
the delivery of service to a customeer or
project, along with the necessary budget
control and influence ove the supporting
platforms.
Suitable training-prior to needing it
The relience on a base system connected
to others to carry out planning, instead of
the multitude of systems used at
present... 21C has added a further 4 to the
list !!!!!
MORE RECOGNITION - I THINK FLMS ARE
LARGELY OVERLOOKED AND TAKEN FOR
GRANTED - VERY LONG HOURS AND
LITTLE OR NO DIFFERENTIALS IN SALARY
ETC.
better training when taking on new roles
and responsibillities such as job shadowing
existing planners.
Verbatim Comments – Cont.
What do you like most about your work
Varied Role in Process and Operations
people, and the desire to change things
for the etter, and to enhance the long
term prospects for the business
obtaining job satisfaction in delivering
orders
The challenge to think outside of the box
& resolve issues. working with other
people to do this.
people i work with
Woring with people, sharing knowledge
and experience, seeing service delivered.
Working over the whole job from start to
finish
Good teamwork a good work atmosphere
and a chance to deliver service to the
paying customer
The people and the can do attitude as
when asked they always do everything in
their power to meet demands. So in short
it is working with engaged people.
people, and the desire to change things
for the etter, and to enhance the long
term prospects for the business
BEING ABLE TO DO THE WORK TO THE
CORRECT QUALITY IF GIVEN ENOUGH
TIME TO
Variety and working with people in
particular on Lean pilot - new & setting
the theme.
delivering a variety of products with some
multiskilling end to end
The ability to influence change for the
good of the affected team or Business unit
Meeting new people and being involved at
the front of a big change - making a real
difference
Interaction with people and seeing a job
completed through combined efforts
Verbatim Comments – Cont.
What do you like least about your work
Some people seem valued more or less
than others
HAVING TO CHASE UP OPENREACH
EXTERNAL PLANNERS (MANY OF WHICH
DO NOT EVEN PUT THEIR NAME ON
COSMOSS) WHO HAVE PUT INSUFFICIENT
NOTES ON COSMOSS OR FAILED TO DO
THEIR JOB CORRECTLY - SUCH AS INS
WORK + YCODES
Customer calls and lack of understanding
from customer
management restrictions
Employee reviews too frequent
Trying to work within an environment
where the orgainsations within a business
are not focussed on the same business
goal, particularly when there is too much
effort focussed on atificial internal
business constraints.
The politics sometimes. I do like to get
things done. I do understand things need
to be done in the right way, but
sometimes change seems to take an
Nothing really.
eternity to happen
handing off a job i could be trained to do
myself
having to continualy send in escalations due
to activities not being completed on time
The targets we have do not reflect how
we perform in the customers eyes.Also
not being able to fix an issue due to BT
internal politics.We need to step back and
understand what is important to the
customer and then build on this.
having to make travel plans at short notice
- I like to plan but saying that I can usually
accommodate plans at short notice
PERFORMANCE MANAGEMENT
Learning and comparison
• Real change has happened for this sample group we need to ensure that effort is rewarded and no “return to old
habits” is tolerated
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Can we make the role more challenging with out adding lots of stress
Make sure targets reflect customer purpose without excessive measurement
Ensure gains made are sustained
Ensure that team working becomes standard practise
Future changes should reflect wanting a bigger sense of achievement
More allowance for initiative and decision making
Greater team working and getting involved in improving things
Opportunity for more inter-team working
Ensure people are involved in what happens next
• Sustainability is the biggest challenge – Accreditation opportunities should be swift and actionable