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Service Management Business

Service Management Business. Agenda. Service Management. Our priorities for 11/12 Q1 review. Service Management in 11/12 Our team. Reduce complexity. BT Operate’s strategy. Revamp Group C2M process for product/platform development. Rationalise products.

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Service Management Business

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  1. Service Management Business

  2. Agenda

  3. Service Management Our priorities for 11/12 Q1 review

  4. Service Management in 11/12Our team

  5. Reduce complexity BT Operate’s strategy • Revamp Group C2M process for product/platform development • Rationalise products • Rationalise applications • Build effective process for network and IT capacity invest/build/management • Rationalise networks • Drive purchasing excellence and supplier rationalisation • Rationalise data centres and locations We will… Establish controlled agility Deliver a trademark, lean, quality service • Business driven information • Build the future hydraulics model & optimise the financial planning process • Conduct a lean transformation of T2R process • Conduct a lean transformation of L2C process • Strengthen production and operational planning Execution edge • Create role clarity and accountability • Improving leadership impact & employee involvement • Location optimisation

  6. Moving to standardised production managementWhy data is important and what we are looking to measure

  7. Service Management People trends and view of People Plan for 11/12

  8. Our people trendsEngagement, change index and bullying and harassment at 10/11 for SI and SM combined PCI EEI Bullying & Harassment - Y Bullying & Harassment – Y and PNTS

  9. Care Agile Q1The first view of Service Management in Q1 • First report for Service Management as a new group – 65% response rate • EEI 3.65 (+0.04 from Service Assurance) • PCI 3.78 (-0.01 from Service Assurance) • B&H (Yes 9% and PNTS 11%) • Where we are ahead of BT (what we have been told is working well) • Straightforward – we make things simple and clear • Senior leaders are visible • People are committed to doing quality work • What we have been told we need to work on (where we are behind BT) • Building an effective and engaging story for change

  10. Sickness / StressIncreased productivity must not come at the expense of spoiling our sickness trends

  11. Resourcing – 10/11 delivery and challenge for 11/12 BTO 10/11 delivery – 8% BTO successfully resolved 78% of our re-deployees 10/11 BTO 11/12 challenge

  12. Service Management Case study Edinburgh MIS roll out

  13. Organisation Culture IndexThe first view of Service Management in Q1 Sept 2009 baseline (SA) Service Management Q1

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