Service Management Global Network Operations
CWU and Prospect
Q1 business review
Marc de Wit
Service Management
GSO
Our priorities for 11/12
Q1 review
Global Service Operations in 11/12
Our team make up internationally
61% UK based
46 team members
150 reward framework
Country Vs People
Row Labels
Band 1
Band 2
Band 3
No Role code
Non UK Role
Skill Band C
Skill Band D
(blank)
Grand Total
Count of OUC
108
40
2
37
154
29
17
387
United States
16%
United
Kingdom
61%
France Germany
2%
Belgium 2%
6%
India
0%
Netherlands
13%
Sweden
0%
Global Strategy
Network
operational
efficiency
Professional
services
Enable global
finance
Work
anywhere
Networked IT
operational
efficiency
Global Service have now
rigorously re-focused – and
now offer eight core “close to
the network” propositions
underpinned by a
streamlined product portfolio
Optimise
networkcentric
security
Enable voice and
unified
communications
Make contact
centres
efficient
Transformation
 Plan to implement Control in GSO is based on “Control in a box” methodology:
• In the ‘Control’ phase, the focus is on:
 standardisation of processes and systems, supported by….
 standardisation of roles and accountabilities, underpinned by ….
 robust process measurement, allowing….
 rationalisation and efficient use of resources in responding to demands.
• Control Capabilities Survey 100% completed with managers for 3 Operational Areas in scope: Data
Network Management, Voice Data Management, Complex Contracts
• Produce report for state of control in each team and heat map by 8th July
• Analyse areas of improvement and prepare analysis report with recommendations for action by
15th July.
• Deliver Control in GSO by end of Q4 by implementing agreed improvement actions
 GSCO/BTO Operational Alignment Programme
• Identify key opportunities for GSCO/BTO alignment with associated highlevel E2E operational and
business benefit across 6 Programme workstreams by end of July 11.
Service Management
GSO
People trends for 11/12
Care Agile Q1
GSO in Q1
Headlines (UK survey data):
• very slight drop in EEI from Q4 3.77 to 3.76, almost unchanged
• EEI remains higher than Service Management Q1 average, 3.65
•very slight drop in PCI from Q4 3.90 to 3.87
• PCI remains higher than Service Management Q1 average, 3.78
• B&H trend downwards from 3% Q4 to 2% Q1
Highest scoring questions
GSO
My manager works with other managers across the business
4.15
My manager values people who do the right thing for the customer
4.11
I am confident I can help BT be number one as I have the right skills
4.09
Question we are lower than SM in
GSO
SM
Working at BT makes me want to do the best work I can
3.73
3.76
People share what they know and learn from each other
3.83
3.86
Organisation Culture Index
The first view of GSO in Q1
GSO ARM1
GSO ARM2
Service Management Q1
Global Voice and Media
Operations
Sickness / Stress
Increased productivity must not come at the expense of spoiling our sickness trends
SM and SI trend 2010/11
% Calendar Days Lost Service Management (mth/YTD)
300
50
250
40
200
Stream assessments
(new cases)
20
Total Sick absences
(left scale)
50
10
0
0
AU
3
30
150
100
4
Stress related
absences
AUA
2
AUB
1
AUC
0
AUD
April
Breakdown view of GSO UK population:
May-11
Jun-11
YTD Total
Resourcing – challenge for 11/12 and plans for delivery
15% TLR reduction challenge
July and August 10fte are not
reductions but absorbing growth
Next meeting and Close