Lean Service Update
BT Operate
BT Operate 2014 Vision
Theme B
Lean Service is one of the four strategic themes for BT Operate running from 2011 to
2
2014
What is Lean Service?
• Lean Service is a different way of working with the customer at the heart of
everything we do. It means efficient processes where work flows smoothly
with no waiting, no queues, no waste or duplication. People are involved in
both managing and improving the processes they work on and the organisation
supports this.
• This is not a short term programme but a long term goal which requires that
everyone, everyday, thinks and acts differently. We find better ways to do
things using proven methods and simple tools whilst making Operate a better
place to work.
3
Lean Service vision
Making processes more efficient
Managing our performance
Our processes will be visible and
accurate with no waste or defects.
Everything should flow through the
process so there’s no queuing or waiting.
We meet our customers expectations
because our processes are predictable
and in control.
We will be measuring ourselves against meeting our
customer commitments and the business costs
involved. We make sure our performance against
expectation is visible to everyone and as a team, we
decide on how we can improve the way we work.
Our customers will be at the heart of everything
we do. All processes will start and finish with the
customer. And everyone will understand how
their contribution helps us meet our customer
Listening to ourexpectations and make a profit.
customers
Having the right mindset
Everyone improves how things
work better by using problemsolving methods and tools.
Every manager will spend time
with their team to understand
how things work and coach
them in how to make things
better.
SOURCE: McKinsey
Organising our people and
developing their skills
We‘ll organise and develop our people so
they perform at their best.
4
7th Dec – 13th Jan
PHASE
MOBILISATION
16th Jan – 7th February
6th Feb – 4th May
AS IS
PLANNING & IMPLEMENTATION
TO BE
Level 1 Pilot
Phase
7th Dec – 13th Jan
MOBILISATION
19th Jan – 7th February
KICK-OFF EVENT
DATA CAPTURE
Dec 2011
Ops C.A
Facilitation
Training
Manager
Boot-camp
4th-6th Jan
19th Dec
Induction
Call
C.A
Bootcamp
th
9 – 13th Jan
3rd
Feb
C
P
C
P
C
P
10th February
C
P
PLANNING & IMPLEMENTATION
Weekly Checkpoint Calls (Wks 5-16)
C
P
C
P
Feb
VOC/True North
Workshop
C
P
C
P
C
P
C
P
C
P
C
P
26th March
Baseline
against Lean
Capabilities
31st Jan / 1st
16th-18th Jan
Kick of Event
D
4
13th Feb – 4th May
RE-DESIGN WORKSHOP
27th Jan
6th – 10th February
Re-Design Workshop
C
P
C
P
23rd April
Baseline
against Lean
Capabilities
Programme
Level Outputs
• Plan Created
• Resource Mobilised
• Wave Activity / Operational
Implementation Plan
• Improvement & resistance Tracking Log in
Place
• AS IS by Lens / By Team Defined
VOC
• Customers identified
• High Level Process Maps
• SIPOC Maps
• Purpose and Vision doc
PROCESS
EFFICIENCY
•Agreed scope (start /
Stop)
• Functions defined
• High Level Process Maps
• Routing by Walking around (1st Pass draft)
• SIPOC by Team (x10) inc purpose / vision
• Value Stream Maps (horizontal)
PERF MGT
• Top Level Operational
KPIs
• High Level Process Metrics
• Data Capture Plan 4 weeks
• Routing by Walking around (1st pass draft)
• Baseline MCRS
ORG &
SKILLS
Deliver 1st Target condition
• Organisation Structure
• Stop / merge existing
initiatives
• Activity Logs by team
• OD and Role changes identified
• Location Decisions Made
MINDSET &
BEHABIOURS
EVENTS & CONTROL
POINTS
20th Jan
6th Feb – 10th Feb
• Agreed OEB contract
• Agreed Sponsor / Ops
Contract
• Union Agreement to Site Vistis
• Team Leads inducted
• Team Inducted (job satisfaction baseline)
•AIM Target Assessment Baseline
• Care Analysis
• 3 month Imp Plan for
1st target condition
• Outline Priorities for
next 18 months to 2
years
• Future State
defined
• Reinforcement &
Reward Strategy
Defined
Define 1st target conditions – owners & milestones
Outputs by Lens
16th Jan- 18th Jan
• Deliver Plans
• sub-wave control
• Completed D4
• Enhanced Wave Design
• Process specifications aligned to CTQs
• Improvement in VOC
Lean Maturity score
•
•
•
•
Standard work in place
Ongoing performance reviews in place
New opportunities identified
Ideal state defined
• Improved Lean maturity
• Self sustaining process
performance
• Team hold regular perf reviews using
improved reports
• Visual management in place
• Individual Perf Mgt drives and sustains
Lean approach (MCRS Implemented)
• Improved Lean maturity
• Self sustaining process
and individual
performance
improvements
• New job descriptions
• New organisational design
• Alignment of people to the purpose of
the process
• Improvement in Lean
Maturity Index
• People location plan
• Target skills matrix plan
• Defined &understood work standards
• Visible role modelling and
reinforcement
• Managers verify that standard work is
followed
• Improvement in Lean
Maturity Index
• Identify and Agree next
target condition
C
P
Lean Service Approach
AS IS
(3-Weeks)
Step 1
A0
TO BE
(2-Week)
IMPLEMENTATION
In-Sub-wave
Process Map(s) per
flow developed
Step 2
A0
Step 3
A0
Step 4
A0
Routing By Walking
About to capture what
is actually happening in
each process
As Is Value Stream Map
created
Leadership
Review &
Feedback
1st Target Condition
with implementation
plan
Leadership Approval Meeting
– TO BE & 1st Target Condition
Review Process
Performance
Create To Be
Value Stream
Map
Deferred
out of
subwave
1st Target Condition
Operational Sponsor
presenting to Business
Unit MD and Lean
Services Programme
Owner to test ambition
6
High Level Wave Roll Out Plan – Waves 1 to 5 (Updated for Latest Roll Out Plan)
D2
Wave
L2C1
T2R 1
D3
Q3 11/12 Q4 11/12 Q1 12/13 Q2 12/13 Q3 12/13 Q4 12/13 Q1 13/14 Q2 13/14 Q3 13/14 Q4 13/14
Oct
Nov
Dec
3
8 Wks
Jan
Feb
Mar
Apr
May
Jun
July
Aug
Sep
Oct
Nov
Dec
Jan
Feb
Mar
Apr
May
Jun
July
Aug
Sep
Nov
Dec
Jan
Feb
Mar
x3
3
16 Wks
4
Olympics
x2
3
8 Wks
3
16 Wks
4
x5
L2C2
3
8 Wks
3
T2R 2
3
8 Wks
3
16 Wks
4
16 Wks
4
x4
x5
L2C3
3
8 Wks
3
3
8 Wks
3
16 Wks
4
16 Wks
4
x5
T2R 3
x7
L2C4
3
8 Wks
3
T2R4
3
8 Wks
3
16 Wks
4
16 Wks
4
x2
x6
L2C5
3
8 Wks
3
Security
3
8 Wks
3
Central
Prog
Oct
16 Wks
4
x 4 (TBC)
16 Wks
4
Implement C of E
Communications including stakeholder and IR engagement
Wave Mandate
(3 wks)
Mobilisation Planning
(8 wks)
Mobilisation
(3 wks)
Wave Execution
(16 wks)
Wave Benefits
(4 wks)
7
7
Key Events of Wave 1 (up to Re-design week)
Date
Activity
Who needs to be there
Location
Jan 4-6th
2012
Mobilisation: Manager Bootcamp (Induct the
Management team in LEAN tools capabilities)
Managers (GM – FLM), Central change team, HRBP
Yarnfield
Jan 9th 12th 2012
Mobilisation : Change Agent Bootcamp (Train
the operational change agents to perform ‘asis’ data /process /improvement gathering
Central change team and operational change agents
– 15 OCA’s and a Central team of 12
Yarnfield
Jan 16th –
18th 2012
Kick-Off Event with first full sub-wave team,
‘as-is’ top level process mapping, clarity to all
on roles, responsibilities, processes and wave
plan
MD, Director , GMs, L2, L1, Central change team and
operational change agents, HRBP
TBA
31st Jan –
1st Feb
2012
Voice of Customer / True North Workshop
Director/ GMs, LL, Navigator and True North Central
Change Agent
London TBA
6th – 10th
Feb 2012
Re-design week: First day is ‘as-is’ following
days to agree 1st Target Condition and ‘To-be’
MD, Director , GMs, L2, L1, Central change team and
operational change agents, HRBP
Yarnfield
Agreed Wave Roll Out Plan - @ 28 October 2011. Issue 2
Wave 1
Wave 2
Wave 3
Wave 4
Wave 5
Dave Dobson
Non UK.ABIC,D & F. 173
Dave Dobson
Non UK
ABIA,H & J 158
Pete Stewart
Network Services ABDD &
E. 27
Pete Stewart
Network Services HE
ABDB ABDC.
170
Dave Dobson
Int Voice, IPT, LAN, Pcct.
ABI 177
Pete Stewart
Network Services
ABDA –ABDC.
219
Paul Taylor
ISDN, WLR. ABVB
197
Neeraj Khanna
GCI Functional
257 (see notes)
Pete Stewart
Network Services MPLS
ABDB ABDC. 143
Mike Cook
MEAS & HE Planning
ABMA,B &D. 141
Heide Baumann
FE South West
ABS5 240 + 10 =
250
Heide Baumann
FES Inner London ABS3 224
+ 17 = 241
Paul Taylor
ISDN/WLR
ABVA.
173
Mike Cook
MEAS & HE Planning
ABMA & C.
190
Dougie Anderson
Business Services AUA.
108
Paul Weir
VoiP.
ARF
220.
Heide Baumann
FES NHC. ABSI. 203 + 7 =
210
Mark Williamson
Capacity Management
ABEE2 & 3. 250
Marc de Witt
Int & Contracts
AUC. 239
Dougie Anderson
Wholesale & PCCT
AUA. 196 +67 = 264
Tony Jamieson
DCs, Tech Svcs
ARE4 & 6. 203
Martin Greenan
Network Platforms
ARQ. 112
Total = 937
Total = 1786
Paul Holl
FEN Midlands ABN4 &
ABN67
233
Mark Williamson
Capacity Management
21CN. ABEC,D &H
250
Joe Barry TV & Media
AUB. 208
Dougie Anderson
Wholesale & Change
AUA25./AUA53. 150 +53 =
203
Marc de Witt
Global Network Ops
AUC. 127
Heide Baumann
FES Outer London ABS4
255 + 17 = 272
Paul Holl
FEN North West
ABN3 & ABN65. 242
Mark Williamson
Capacity Management
Migrations & Integrate
ABEC,H .200
Paul Holl
FEN North East
ABN2 & ABN66
276
Paul Weir Event Mgt
ARF. 260
Tony Jamieson
Enterprise Infrast.
ARE5. 147
Martin Greenan ASG
ARQ. 263
Paul Weir Event Mgt / 21C
154 +82 =236
Total = 2228
Total = 1930
Heide Baumann
FES SHCABS2 209 +7
216
Heide Baumann
FES Inner London Trading
ABS3M 113
Paul Holl
FEN Scotland
ABN1 & ABN64
229
Paul Holl
FEN Wales & WN
ABN5 & ABN68
230
Mark Williamson
Capacity Management
21CN Cap & Delivery
ABEC,D,H
250
Security
TBC
Total = 11969
Wave 1 – in scope teams
•
•
•
•
•
Pete Stewart
Mike Cook
Paul Taylor
Dougie Anderson
Paul Weir
10
Pete Stewart – in scope organisation
Richard Foxall
ABDB
Jeff Rawlings
ABDB2
Howard Ambrose
ABDB1
Bob Page
ABDB11
FTE = 9
Ian Goulcher
ABDB 15
FTE = 15
2 x C2; 7 x C3
3 x C1, 7 x C2;
5 x C3
4 in Brighton
1 Bristol
4 Dorking
14 in
Wolverhampton
1 Homeworker
Martin
Geraghty
ABDB 18
No FTE
Simon Dutton
ABDB3
Mark Slade
ABDB 25
FTE = 11
11 x C3
Gary Skeats
ABDB 26
FTE = 15
13 x C3; 2 x D1
11 Wolverhampton
6 Exeter, 1 Dudley,
3 Birmingham,
2 Skelmersdale,
1 Sheffield,
2 London
(Team
recently
closed)
David
Rowley
London
Matt Rothery
ABDB 31
FTE = 14
13 x C3, 1 x D1
Lenort Facey
ABDB 34
FTE = 12
12 x C3
7 Romford,
7 London
5 In Esher,
7 London
Mark Hill
ABDB 33
FTE = 8
8 x C3
2 Bedford,
2 Glasgow,
1 Leicester,
1 Nottingham,
1 Birmingham,
1 Coventry
Mike Cook – in scope organisation
Mike Cook
ABM
Olwen Hill
ABMA
Tom Collins
ABMC
Keith Vincent
ABMA 1
Stephen McNaught
ABMA 11
FTE = 15
14 x C2; 1 x C3
All located in
Southampton
Nigel Brewer
ABMA 12
FTE = 13
6 x C2; 7 x C3
All located in
Southampton
Mark Gibbs
ABMA 13
FTE = 15
8 x C2; 7 x C3
All located in
Southampton
Paul Hampson
ABMC 11
FTE = 22
David
21 x C3
Rowley
All located in Oswestry
London
Laura Wilson
ABMC 12
FTE = 21
20 x C3;
All located in Glasgow
Campbell Ingram
ABMC 11
FTE = 22
19 x C3; 2 x D1
All located in Glasgow
Steve Higgins
ABMC 11
FTE = 18
1 x C1; 1 x C2; 15 x C3
All located in
Wolverhampton
Malcolm Potter
ABMC 11
FTE = 21
19 x C3; 1 x D1
All located in Walsall
Kirsty Smith
ABMC 11
FTE = 15
14 x C3
All located in Walsall
Paul Taylor – in scope organisation (PSTN/ISDN/WLR)
Sean Donovan
PAULETTE MOSES
ABVA11
HANNAH WHEELER
ABVA12
NOEL DAVIS
ABVA14
ADRIAN CROLL
ABVA15
RICHARD LEY
ABVA16
Customer Service Manager, UK Voice Service
Delivery
BTW Voice Order Provision - UK Voice Service
Delivery,
Numbers and Switch Manager Fulfilment
Process Owner
UK Service Operations, Order Management
Service Delivery
COSAM - CSS/SM Admin manager for the
London & Home Counties,
FTE =
1
Location
FTE =
Grade No of
BIRMINGHAM
1
TRACEY HAMILTON
ABVA19
Team Manager - UK Voice Service
Delivery. BT Operate
FTE =
Location
EDINBURGH
18
21
Reg
EDINBURGH
Reg
Reg
Reg
Reg
Reg
EDINBURGH
EDINBURGH
C2
C3
B2
4
1
4
2
3
WOLVERHAMPTON
C2
4
Reg
DUNDEE
C3
1
Reg
WOLVERHAMPTON
C3
1
Reg
LEEDS
D1
1
Reg
LONDON
C3
6
Reg
LONDON
PRESTON
D1
D1
2
1
Reg
Reg
CHRISTINE STEPHENSON
ABVA1A
EULALEE WILSON
ABVA1B
Covering Team Manager -UK Voice
Service Delivery. BT Operate
SGMU Manager
FTE =
15
Location
Grade
No
EDINBURGH
C2
4
Emp
Class
Reg
No
BRISTOL
D1
2
Emp
Class
Reg
D1
1
Reg
C3
D1
C3
1
1
1
1
Reg
Reg
Reg
Reg
WORTHING
C2
9
Reg
NEWCASTLE UPON TYNE
C3
2
Reg
ORPINGTON
ORPINGTON
ORPINGTON
ROMFORD
FTE =
BOURNEMOUTH
BIRMINGHAM
C2
1
Reg
CARDIFF
C3
C2
1
4
Reg
Reg
CARDIFF
LONDON
OSWESTRY
FTE =
NEIL LOVELOCK
ABVC
8
FTE =
3
Location
Grade
No
1
AYLESFORD
C3
1
Emp
Class
Reg
C3
C3
C2
B2
C3
1
ILFORD
C3
1
Reg
LONDON
LIVERPOOL
LONDON
OSWESTRY
PORTSMOUTH
WORTHING
C3
C3
C3
C3
1
4
2
2
1
Reg
Reg
Reg
Reg
Reg
WORTHING
WORTHING
C3
13
Reg
Grade No of
1
Reg
DAGENHAM
D1
1
Reg
4
1
1
Reg
Reg
Reg
LONDON
LONDON
LONDON
C3
D1
1
2
1
Reg
Reg
Reg
C3
2
Emp
Class
Reg
1
Reg
ALDERSHOT
D1
1
Reg
19
1
Reg
Reg
BOLTON
BOURNEMOUTH
BOURNEMOUTH
BRISTOL
DORCHESTER
C3
C3
D1
C3
1
1
1
2
1
Reg
Reg
Reg
Reg
Reg
Location
FTE =
1
Grade
No
1
Emp
Class
Reg
Heat_Map_Wave_2_SD_subWave_PT_Draft_2
Grade No of
NEIL GRATTON
ABVA23
Operation Manager - UK Voice Service
Delivery
22
FTE =
16
Location
Grade
No
BRISTOL
C3
2
Emp
Class
Reg
C3
1
Emp
Class
Reg
C3
9
Reg
TAUNTON
C2
1
Reg
C3
1
11
Reg
Reg
TAUNTON
TAUNTON
C3
D1
10
3
Reg
Reg
Grade No of
RAPHAEL ANTHONY/ANIL PATIL
ABVC1X
Location
LONDON
ALDERSHOT
Location
ISDN30 Team Manager - UK Voice
Service Delivery
FTE =
MIKI WILLIAMS
ABVC1
Emp
Class
Reg
Grade No of
25
Emp
Class
Reg
Location
1
Emp
Class
Reg
SIMON COOKE
ABVA22
ISDN30 Service Delivery and Featurenet
Manager
Grade
GLASGOW
Location
MARIA JACKSON
ABVA21
Location
GLASGOW
Numbering & Addressing Manager-UK
Voice Service Delivery
1
7
Reg
GERWYN WILLIAMS
ABVA26
Grade No of
FTE =
Reg
KIDDERMINSTER
LONDON
C2
C3
1
1
1
C2
1
C3
14
BIRMINGHAM
FTE =
C2
C2
Emp
Class
Reg
No
BRIGHTON
DORKING
DORKING
DORKING
WOLVERHAMPTON
3
1
22
Grade
BRIGHTON
BLACKBURN
C2
Grade No of
FTE =
1
Location
Emp
Class
Reg
Location
B2
Team Manager - GS Customer Order
Management , BT Operate
FTE =
1
BRIGHTON
Grade No of
KEITH GALLON
ABVA25
Location
FTE =
Emp
Class
Reg
Location
Emp
Class
Reg
Grade No of
GLASGOW
GLASGOW
Emp
Class
Reg
FTE =
27
Location
Grade
No
PUNE
CCON
PUNE
CCON
MOSES MAKWANE + 4 OTHERS
ABVCX
FTE =
57
Location
Grade
No
1
Emp
Class
SC-B
MUMBAI
CCON
43
26
SCD
MUMBAI
CCON
13
TPA
PUNE
PUNE
PUNE 411057
CCON
CCON
CCON
1
3
1
SC-B
SCD
SCD
Emp
Class
SCD
13
Dougie Anderson – in scope teams (Business Services)
Owen Moody – AUA1
General Manager Business
Services
Accountable for the operation of
Business Services
Keith Bird– AUA11
Customer Relationship and
MBN Manager
Jim Skinner – AUA12
Business Switch Service
Manager
Raj Sanghera – AUA13
Customer Relationship and
Supplier Management
John Rodaway – AUA14
Service Improvement &
Commercial Manager
Functions: Customer Escalation
Management and MBN
Functions: Day to Day Business
Switch Service Management
Functions: Wipro Management,
Service Improvement and
Performance Management
Escalation Management
Glasgow Switch Team
Functions: Commercial
Management of the Wipro
contract and leadership of
service improvement
Escalation Management
Eccles MBN Team
Leeds MBN Team
Leeds Switch Team
Service Introduction
Birmingham Switch Team
Avaya Relationship
Baynard Switch Team (Closing
January 2012)
Cambridg
e
STST0
5
1
Re
g
Eccles
NEET0
5
1
Re
g
Exeter
D1
1
Re
g
Dougie Anderson – in scope teams (Business Switch)
Offshore Resource
Business Switch Products
Wipro – AUC99
Offshore Resource
Functions: BTR & GS Tickets and Advice
Line 2nd Line
Avaya Red
Versatility
Avaya Blue - CTI
Lake
Meridian
Mitel 300
Pune
51
ISDX
ISDX
Chennai
16
Lake/Norstar
BCM
Onshore Resource
Marion Poma – AUA121
Leeds Switch Service Manager
David Anderson – AUA122
Glasgow Switch Service Manager
Simon Smith– AUA123
Birmingham Switch Service Mgr
Kevin Telfer – AUA124
UK Switch Service Manager
Functions: BTR Tickets and Advice
Line 2nd Line
Functions: GS Tickets 2nd Line
Functions: GS Tickets and Advice
2nd Line
Functions: Business Switch
Technical Managers
Leeds
13
Leeds
1
Functions: BTR Tickets and FE
Support 3rd Line
Leeds
3
Stockport
1
Stockport
1
Glasgow
9
Birmingham
5
Functions: 24 Hr UK Business
Switch Support
John Norman– AUA125
Baynard Switch Service Manager
Functions: GS 2nd Line
Baynard
9
Birmingham
3
Middlesbrough
3
Functions: FE Support
Birmingham
1
Croydon
3
Functions: 3rd Line
Glasgow
1
Croydon
1
Birmingham
4
Romford
1
Birmingham
4
Cambridge
2
Birmingham
2
Functions: MMU
Birmingham
2
Monument
1
Monument
1
Dougie Anderson – in scope teams (Managed Business Networks)
Offshore Resource
Wipro – AUC99
Offshore Resource
Functions: BTR & GS Tickets and Advice Line 2nd Line
Pune
35
Onshore Resource
Managed Business Network
Products
Willie Boyd – AUA11
MBN Service Manager
Functions: GS MBN CPE Tickets
CLAN
CS Matrix
Leeds
2
TellePresence
Leeds
6
Wavestream
Leeds
3
CISCO WAN/LAN
CISCO IPT
Eccles
4
Eccles
7
Birmingham
2
GHUCS
Paul Weir – in Scope Organisation
Paul Weir
Director TIS
(Holborn ATE)
Derek Simcock
Cambridge
Christophe
Williams
(El
Segundo)
Barbara McNallyYoung
Oswestry
Del Clifford
Colombo Hse
Sian Price
(Pontyclun)
Elizabeth
Lamas
El Segundo 17
Ian Darby
Pontyclun 5
HW 4
Bristol 1
Colombo 1
Shrewsbury
Chris Wilcox
Pontyclun 6
Bristol 4
Plymouth 3
Keybridge 1
HW 1
Leighton
Evans
Liverpool 4
Oswestry 4
HW 3
Dave Eveleigh
Pontyclun 5
Sheffield 2
Bristol 1
David Rhodes
Leavesden 1
Nottingham1
Coventry 1
Graeme
Cunningham
HW 3
Derby 1
Exeter 1
Brighton 1
Simon
Lambert
Faraday 1
Walsall 1
Bedford 1
Adastral 1
Oswetry 1
Edinburgh 1
HW 1
Gary
Turnbull
(Edinburgh)
Alan
Burnham
Owen Forth
Chris Davey
Colombo 9
Mitch
Lockett
Colombo 11
Ian Asquith
Colombo 2
Mike
Heseltine
Kingston 1
Canterbury 1
Walsall 1
Brighton 1
Adastral 1
Jeff Eldridge
Colombo 18
Andy Stevens
HW 4
Colombo 1
Worthing 1
Stockport 1
Brighton 1
Leavesden 1
Swindon 1
Dundee 1
Raj Shah
John
Unsworth
Colombo 1
Chris Boley
Adhara 11
Robert
Mochaiski
Colombo 7
Scott
Northover
Adastral 10
Colin Marston
Pontefract 7
Barnsley 1
James
Barnes
Tony Rhodes
Oswestry 11
Julian Archer
Oswestry 10
Kuldip Singh
Oswestry 12
Overview of programme resource
(includes operational and central change agents)
18
Service delivery - Pete Stewart
Unit Director
Pete Stewart 50%
Wave Leadership Team
Ops Change Lead
Richard Foxall, Chris
Berryman, Gary Thwaites,
,Narinder Rayit
50%
Execution Lead
TBC
(SD 20%)
Lean Leader
Barry Atkins
100%
Lean Coach
Arnie Tonneson
33%
HRBP
Murray Phair 50%
Aim Coach
Caroline Evans
33%
Lean Navigator
Haydn Singleton
100%
People Lead
Jenny Allen
15%
IR Lead
Matt Rogers
5%
Behavioural
Change consult.
Neil Jackson (TBC)
100%
Project Manager
Stuart Saberton
100%
Comms Lead
Di Carter
33%
Central resources allocated to SD sub Wave
Change Agents (100%)
Horizontal Change Agent: Chris Jones
Vertical Change Agent: Barry Lamb
Central Change Agents: Ian Losh, Jim Morris
(TBC)
Ops Change Agents Wave 1; Andy Morgan, Paul
Thompson, Matt Rothery, Karen Cross, Matt Ellis,
Diogo Azevedo, Adrian Bradney, Fran Ross, Sam
Cadman, Chris Hall, Ross Perry, Tony Machon,
Liam Halsall, Laura Farnington, Andy Stone
Ops Change Agents Pilot & Wave 2; Stephen
Dorman, Gill Calvert, Mark Newhill
Ops Change Agents Reserve: Kay Williams Steve
Ottaway, Tobias Colthart, Hayley Kennett
People Roles:
Senior HRBP: Greg Clark 30%
OD Consultant: Jenny Allen 30%
Contracting Facilitation: Yasmin Chiu (2 days)
Process writer:
Angie Driver
Comms:
Jude Hartness
MIS Roles:
MIS Lead: Barry Farrow 100%
Dashboard implementer: 1 x tba 100%
SPC Lead: P Coulton to advise 1 x 30%
Performance Board Implementer: 1 x 100%
A1 MIS Lead:
Mike Trotter
Managers in scope (50%)
Chris Berryman Narinder Rayit, Gary Thwaites ; Martin Hull; Simon White;
Dave Walsh; Howard Ambrose; Jeff Rawlings; Pete
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Trevorrow; Miki Williams.
19
Service delivery – Mike Cook
Unit Director
Mike Cook 50%
Ops Change Lead
Tom Collins &
Olwen Hill
50%
Execution Lead
TBC
(SD 20%)
Wave Leadership Team
HRBP
Simona Cilenti
50%
Lean Leader
Raj Vyas
100%
Lean Coach
Arnie Tonneson
33%
Aim Coach
Caroline Evans
33%
Lean Navigator
Alistair Hall
100%
People Lead
Jenny Allen
15%
IR Lead
Matt Rogers
5%
Behavioural
Change consult.
Lucie Emerson (TBC)
100%
Project Manager
Darren Collyer
100%
Comms Lead
Di Carter
33%
Central resources allocated to SD sub Wave
Change Agents (100%)
Horizontal Change Agent: Fahmida Chowdhury
Vertical Change Agent: John Platt
Central Change Agents:, Peter McDonagh, Helen
Moss, Alan Smith
Ops Change Agents Wave 1: Richard Edmonds,
Paul Shukla, John McLaughlin, Neil Pacey, Karen
Jones, Harvey Kalair,
Ops Change Agents Wave 2 : Yvonne Henry,
Shelley Reid, Pete Ewart, Jon Harris, Lee Shelley.
People Roles:
Senior HRBP: Gae Kennedy 30%
OD Consultant: Chetna Shah 30%
Contracting Facilitation: Yasmin Chiu (2
days)
Process writer:
Kathryn Haworth
Comms:
Chris Marshall
MIS Roles:
MIS Lead: Jason Martin100%
Dashboard implementer: 1 x tba 100%
SPC Lead: P Coulton to advise 1 x 30%
Performance Board Implementer: 1 x 100%
A1 MIS Lead:
Mike Trotter
Managers in scope (50%)
Olwen Hill; Keith Vincent;
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Service delivery – Paul Taylor
Unit Director
Paul Taylor 50%
Ops Change Lead
Sean Donavan
50%
Execution Lead
TBC
(SD 20%)
Wave Leadership Team
HRBP
Rebekah Evans
33%
Lean Leader
Nicola Buckle100%
Lean Coach
Arnie Tonneson
50%
Aim Coach
Caroline Evans
50%
Lean Navigator
Ian Devonshire
100%
People Lead
TBC
Jenny Allen
15%
IR Lead
Matt Rogers
5%
Behavioural
Change consult.
TBC
100%
Project Manager
Laura-Anne Blight
100%
Comms Lead
Di Carter
33%
Central resources allocated to SD sub Wave
People Roles:
Change Agents (100%)
Horizontal Change Agent: Jon Bull
Vertical Change Agent: Alex Yeates
Central Change Agents: Pete Rawcliffe, John
Wallace, Caspar Ritchie
Ops Change Agents Wave 1: Dave Shade, Simon
Hill, Paul Wellfare, Steve Voss, Neil Trump, Joanna
Howie, Lynsey McManus, Joanna Pendry, Alan
Dunbar, Sue Bamford, Nigel Fry,
Senior HRBP: Greg Clark 30%
OD Consultant: Prateek Sinha 30%
Contracting Facilitation: Yasmin Chiu (2
days)
Process writer:
Peter Lincoln
Comms:
Jude Hartness
MIS Roles:
MIS Lead: Ian Moody100%
Dashboard implementer: 1 x tba 100%
SPC Lead: P Coulton to advise 1 x 30%
Performance Board Implementer: 1 x 100%
A1 MIS Lead:
Mike Trotter
Managers in scope (50%)
Hannah Wheeler, Adrian Coll, Richard Ley, Tracy Hamilton, Christine Stevenson, Leigh Wilson, Paulette Moses,
Noel Davis, Steve Voss, Anne Louise Barrett
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Service Infrastructure - TIS Lean Wave 1 Resource Model
Unit Director
Paul Weir 50%
Ops Change Leads
Del Clifford/Derek
Sincock/Barbara MYoung 50%
Execution Lead
J. Hayes 20%
Wave Leadership Team
HRBP
Sharon Gotsell/
Natalie Krista
50%
Lean Leader
Neha Damani/
Ian Symington100%
Lean Coach
Arne Tonnesson
50%
Aim Coach
Caroline Evans
50%
Lean Navigator
Chris Simmonds
100%
Learning Capture
Andy Beeton
20%
People Lead
Jenny Allen
15%
Behavioural
Change consult.
Sue Pownall/
Coral Dyer 100%
IR Lead
Matt Rogers
5%
Project Manager
Adele Cooper
80%
Comms Lead
Di Carter
10%
Central resources allocated to SM&O sub Wave
People Roles:
Change Agents (100%)
Horizontal Change Agent: Kevin Collins
Vertical Change Agent: Simon Maskill
Central Change Agents: Rob Schnaar, Steve Joyce,
Chris Gibson
Ops Change: Helen Thorpe, James Barnes, Dave
Eveleigh, Greg Hay Lord, Laura Calver, Simon
Gange, Chris Davey. Ian Asquith, Andy Stevens
Ops Change Agents from W2 : Ian Pashley, Pauline
McManus, Robin Hall, Patrick Moloney, Chris
Turner
Other Change Agents: Tony Butler; Charles Virgo
Senior HRBP: Jan Sim 20%
OD Consultant: Willson Hau 30%
Contracting Facilitation: Yasmin Chiu (2 days)
Process writer:
Geoff Street 100%
Comms:
Sam Collins 20%
MIS Roles:
MIS Lead: Suraj Naik/Maggie Tromans 100%
Dashboard implementer: 1 x tba 100%
SPC Lead: P Coulton to advise 1 x 30%
Performance Board Implementer: 1 x 100%
A1 MIS Lead:
Tba 20%
Managers in scope (50%)
Sian Price, Ian Darby, Leighton Evans, Chris Wilcox, Christophe Williams, Elizabeth Lamas, Gary Turnbull, Graeme Cunningham, Mike
Heseltine, Simon Lambert, Raj Shah, John Unsworth, Alan Burnham,ttt
Mitch Lockett, Robert Mochalski, Jeff Eldrige, Scott Northover, 22
Clive Boley, Owen Forth, Ian Asquith, Andy Stevens, Colin Marston, Tony Rhodes, Julian Archer, Kuldip Singh ;
Service Management - SM&O Lean Wave 1 Resource Model
Unit Director
Dougie Anderson 50%
Ops Change Lead
Owen Moody
50%
Execution Lead
J. Hayes 30%
(SI 20%)
Wave Leadership Team
HRBP
Nancy Collinson
50%
Lean Leader
Jason Zawadzki/Moira Kan
100%
Lean Coach
Paul Stokoe
50%
Aim Coach
Caroline Evans
50%
Lean Navigator
Neil Hickman
100%
Learning Capture
Andy Beeton
20%
People Lead
Jenny Allen
15%
Behavioural
Change consult.
Sam Franks
100%
IR Lead
Matt Rogers
5%
Project Manager
Kalpana Kanani
100%
Comms Lead
Di Carter
10%
Central resources allocated to SM&O sub Wave
People Roles:
Change Agents (100%)
Horizontal Change Agent: Trevor Hardy
Vertical Change Agent: Graham McManus
Central Change Agents: Ian Woodman, Ray Cox,
Simon Bance
Ops Change Agents (Owen’s area): Mario Poma,
Andy Kurdynowski, John Lee, Euan Walker
Ops Change Agents (DA) :Paul Smith, Alan Cassidy,
Ops Change Agents (MdW): Dave Leese, David
Stubberfield
Senior HRBP: tba (current vacancy)
OD Consultant: Willson Hau 30%
Contracting Facilitation: Yasmin Chiu (2 days)
Process writer:
Vikki Turnbull 100%
Comms:
Shez Hussain 20%
MIS Roles:
MIS Lead: Steve Tilley 100%
Dashboard implementer: 1 x tba 100%
SPC Lead: P Coulton to advise 1 x 30%
Performance Board Implementer: 1 x 100%
A1 MIS Lead:
Tba 20%
Managers in scope (50%)
Jim Skinner, John Rodaway, Raj Sanghera, Keith Bird, David Anderson, Simon Smith, Kevin Telfer, John Norman
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