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Roel Louwhoff CEO, BT Operate
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Roel Louwhoff CEO, BT Operate

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  1. Roel Louwhoff CEO, BT Operate Cultural Differences in Organisations 1st September 2009 1

  2. Agenda What / Who is BT and BT Operate BT Strategy Culture Change What I Learned 2

  3. About BT • BT is the world's oldest communications company. • Today BT is one of the world’s leading providers of communications solutions and services, operating in 170 countries. • Our customers include over 40% of the Fortune 500 companies around the world. • Our engineers make over 3m visits a year to install new lines, make repairs, upgrade service and improve the network on behalf of all communications providers in the UK 3

  4. MDSO Group & Openreach Simplify and implement Global Network/IT Operating Model BT Retail BT Wholesale BT Global Services OneIT 4

  5. BT Operate Strategy aligned across group Excellence Innovation Competitiveness Pride BT Operate strategic objectives BT’s Vision BT Operate Vision BT Operate 2011 outcomes BT’s prioritiesfor Operate Dedicated to helping customers thrive in a changing world 99% RFT Customer Experience Customer service Standardised delivery with zero touch >50% Invest in our networks Significant reduction in controllable cost base Cost transformation 5

  6. Creating the right environment Organisational Cultural Index (OCI) • Significant shift in senior team • Progress in 1st line and team member • Challenge remains middle management CARE • Progress reflected in CARE results • ‘Precision baseline’ (Feb 2007)- 64% • April 2009 - 73% • Focus on authentic open engagement • Improving engagement against challenging operational environment • Investors in People external accreditation – ‘huge improvement’ • Focus in coming months on leadership and accountability – ‘The difference is YOU’ 6

  7. Creating the conditions for cultural change • Leader – led • Simply the Start Events • Simply ‘lite’ events • Lead BT Programme • Investment in OEB & SMT • Symbolic actions • OEB 360/bonus modifier (behaviours) • Top 135 YSC assessments • Learning & Development Centre of Excellence • Senior management refresh • All hands question times • Simply Sorting it - investment • Align cultural levers • e- performance system and managed exits • Smooth Operators – recognition programme • Simply funding it – easy access to accelerate • Learning Budgets and Learning Council • Simply Sorting It • Honest Conversations • 100% objectives completed • Work at the front line • Simply the Start Programme • 500 + Pride Builders Network • Inspirational Leaders Programme • Honest conversation • Rolling out 1st line assessment / standards 7

  8. What did we learn? What worked well… Needed to do better… If you think you have communicated enough -you are wrong! People will really get behind a Vision even if it is tough Huge capabilities in Organisation -but how to unlock? For a big transformation you need leaders before managers – at all (!) levels How to get people to think ‘Big Picture’ beyond a 1 year cycle Having one structure (what) and one methodology (how) delivers results People can be innovative and think out of the box in right environment How to get more throughput from our leaders and get the people off the bench 8

  9. What the British Say What the Dutch Understand What the British Mean I hear what you say He accepts my point of view I disagree and do not want to discuss it any further That’s not bad That’s poor or Mediocre That’s good or very good Quite good Quite good A bit disappointing Think about the idea, but do what you like Perhaps you would like toThink about../I would suggest This is an order. Do it or be prepared to justify yourself This is not very important The primary purpose of our discussion is… Oh by the way…/Incidentally… I was a bit disappointed That… / It is a pity you… It doesn’t really matter I am most upset and cross I’m sure it’s my fault It was their fault It’s your fault You don’t stand a chance in hell Keep on trying because I’m heading in the right direction You’ll get there eventually Please think about that some more It’s a good idea; keep developing it It’s a bad idea; don’t do it 9

  10. Advice from 5 years of working in UK and BT… • Be yourself and be authentic • You can’t play a role forever • Being open and honest will get you far enough to build bridges as long as you are not too direct • Timing is everything • Being Dutch helps to set the tone and achieve where others failed... 10

  11. Your questions 11