Service Delivery webcast 15 April 2011. © British Telecommunications plc Agenda Welcome – Mark Whitley SD Operating Model update – Mark Whitley SD Leadership.

Service Delivery webcast

15 April 2011

© British Telecommunications plc

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

Service Delivery - Our new organisation

Mark Whitley

© British Telecommunications plc

Service DeliveryMark Whitley

Energy & Carbon - Richard Tarboton

Service Enablement - Tim Springham

BTW Mobile - Mike Cook

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

Field Engineering (South) - Vacancy

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Service Development

Michelle van der Peet

6

Service Development

Service Manufacturing

PMOBPM Competency Centre

Front Door/ GrowthStrategy & Planning

Transformation Programmes

Service Performance

Paul Taylor

8

Service Performance

Escalation Management & Learning

Service Analysis

Quality Assurance

Service MIS

Customer Experience

Production Planning

Colin Shearn

© British Telecommunications plc

Production Planning

Demand Forecasting

Bid Support to the front door

Production Management Strategy development

Flow Interface / Business Management

Resource and People capacity planning

Performance Reporting

HR Director

Keighly Droy-Whelan

12

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

13

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

Looking ahead…….

Mark Whitley

15

• Short term priorities…..– Process Flows– Gaining control– Addressing Service issues

• And what we’re building on– Service Manufacturing– Positive Working environment

Looking ahead……..

16

• 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

Q&A