Service Delivery webcast
15 April 2011
Agenda
• Welcome – Mark Whitley
• SD Operating Model update – Mark Whitley
• SD Leadership Team – meet some faces
–
–
–
–
Michelle van der Peet
Paul Taylor
Colin Shearn
Keighly Droy-Whelan
• Looking ahead – Mark Whitley
• Q&A
Don’t forget you can submit your questions
at any time during the webcast
© British Telecommunications plc
Service Delivery - Our new organisation
Mark Whitley
Service Delivery
Mark Whitley
Service Enablement - Tim Springham
Production Planning
Colin Shearn
BTW Mobile - Mike Cook
Service Performance
Paul Taylor
Service Development (Transformation)
Michelle van der Peet
Energy & Carbon - Richard Tarboton
UK Data - Pete Stewart
UK Voice - Pete Stewart (covering)
International Delivery - Dave Dobson
Complex Customer & Migrations - Neeraj Khanna
MSL - Nigel Thorne
Field Engineering (North) - Paul Holl
© British Telecommunications plc
Field Engineering (South) - Vacancy
Service Development
Michelle van der Peet
Service Development
Set Direction
Deploy
Direction
Strategy & Planning
Transformation
Programmes
BPM Competency
Centre
6
Manage
Direction
Front Door/ Growth
Service
Manufacturing
PMO
Service Performance
Paul Taylor
Service Performance
Service
Analysis
Customer Experience
Service MIS
Escalation Management
& Learning
Quality Assurance
8
Production Planning
Colin Shearn
Production Planning
Resource and People
capacity planning
Bid Support
to the front door
Flow Interface /
Business Management
Demand Forecasting
Performance
Reporting
Production Management
Strategy development
© British Telecommunications plc
HR Director
Keighly Droy-Whelan
What you are telling us.......
• OCI results for L2C & Field
• Feedback you’ve shared with us from CARE & various engagement
forums
• Results – no significant change
• Committed to creating a positive working environment for everyone
• Take the best of both L2C & FE so everyone can give their best and
enjoy the work they do
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Integrated people plan 11/12
• A new integrated people plan for 11/12 - taking the best practice from
both units
• Using OCI results as the springboard and baseline
• Link between the things we do, the people outcomes and the measures
we will use
• We will keep listening to you and share our progress openly and
honestly
• More information in the next webcast
• In the meantime......it’s time to finalise your performance reviews for
10/11 and set standards / objectives for the year ahead
13
Looking ahead…….
Mark Whitley
Looking ahead……..
• Short term priorities…..
– Process Flows
– Gaining control
– Addressing Service issues
• And what we’re building on
– Service Manufacturing
– Positive Working environment
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Q&A
• To ask a question:
– On the webcast: use the green button and type
your question
– On LiveMeeting / audio: dial *1 on your telephone
keypad, or enter your question via the text box
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