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I Want to See One Tattoo. Paul Finnerty - BSc Hons., MBA., MBA(TM)., BA Hons. C.Eng, FIIE, MIEE, MAIPM. General Manager - Solutions Implementation Group. Email [email protected]. This presentation looks at:-. - PowerPoint PPT Presentation
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Slide/page 1Telstra © October 2002Telstra in confidence
Ref PF/2002/010Copyright Paul Finnerty
I Want to See One Tattoo
Paul Finnerty - BSc Hons., MBA., MBA(TM)., BA Hons.
C.Eng, FIIE, MIEE, MAIPM.
General Manager - Solutions Implementation Group.Email [email protected]
Slide/page 2Telstra © October 2002Telstra in confidence
Ref PF/2002/010Copyright Paul Finnerty
This presentation looks at:-
• Telstra’s business statistics & dimensions
• A brief overview of relevant history
• The change dynamics that Telstra faces and their impacts
• How we are currently building our team of Project Professionals
• Our critical success factors and measures
• The benefits
Slide/page 3Telstra © October 2002Telstra in confidence
Ref PF/2002/010Copyright Paul Finnerty
Some of the business statistics & dimensions
• Telstra is the third largest Employer in Australia supporting in excess of 47,000 families
• Telstra generates 3.5% of Australia’s Gross Domestic Product
• Within Customer Care we have around 1050 projects in hand at any moment in time, valued in excess of AUD $1.9 billion
• Our mobile network carries 99M SMS messages per month • We conduct around 10,750 field visits every day, we install around 8,550 services per day, and we restore over 17,000 services per day
• Telstra spends more annually on infrastructure across the Nation than the NSW Government spent on the entire 2000 Olympic Games
Slide/page 4Telstra © October 2002Telstra in confidence
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Political Economic
Social Technology
We had an elegantly simple business model
Slide/page 5Telstra © October 2002Telstra in confidence
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Political Economic
Social Technology
• Privatisation
• Deregulation
• Technology Changes
• Move from standardised to customised
• Shift from high volume to high value
The change dynamics in play at present.
Slide/page 6Telstra © October 2002Telstra in confidence
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We noted changes in business trends
Slide/page 7Telstra © October 2002Telstra in confidence
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And we considered how Project Management skills could help?
Slide/page 8Telstra © October 2002Telstra in confidence
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We needed to strategise where we should go and then to examine how we could get there.
Slide/page 9Telstra © October 2002Telstra in confidence
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Getting more with what you have C
usto
mers
Voice
DataData
Voice
We re-looked at Telstra PM roles.
We then clearly & concisely mapped these out, making reference to industry standards and Professional Accreditation ..
We compared our staff, to the standard expected in the external environment, to identify our strengths and weaknesses against PMBoK
Slide/page 10Telstra © October 2002Telstra in confidence
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Do you want fries with that?
Slide/page 11Telstra © October 2002Telstra in confidence
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We set about professionalising our people
Within the period 2001/02 we had
• 120 of our people enrolled in continuous professional development project management studies to AQF standards
• A CPD plan is in place for 2002/2003, for a further 173 people
Cu
stom
ers
Voice
DataData
Voice
Slide/page 12Telstra © October 2002Telstra in confidence
Ref PF/2002/010Copyright Paul Finnerty
We changed our cultural view.
• Motivation
• Empowerment
• Stimulate Creativity
• Robust Tools, Project Management Methodologies & Systems
• Balance workload nationally, and work virtually
• Stimulate opportunities for individual
• Ensure individuals are continuously professionally developed
Slide/page 13Telstra © October 2002Telstra in confidence
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The Results against defined Critical Success Factors
The measures that we use are:-
• Statistics in our continuous people development program
• Customer feedback survey returns
• Trend in total numbers of active projects overall vs workforce available
• Trends in total numbers of projects in “Traffic Light” excursion status
We constantly monitor performance, at the project level and at the individual team member level
Slide/page 14Telstra © October 2002Telstra in confidence
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Within the period 2001/02 we had
• 25% of out staff achieve 100% score in examinations
• 95% achieved 95% or better in examinations
• Average results are either Distinction or Higher Distinction level
• Our people are highly motivated and Project Management course intakes are regularly over subscribed three fold
The Benefits for our people as part of our continuous development cycleThe Benefits for our people as part of our continuous development cycle
Slide/page 15Telstra © October 2002Telstra in confidence
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The Benefits for our Customers as part of our continuous development cycle
We have:-
• Developed a customer survey process and rigorously deployed it to all customers.
From this we note that:-
• We now have a Customer Survey return rate averaging 85%
• The improved customer survey return rate, on > 50% of our customers surveyed, scored us at 8 out of 10
• During the 12 months to July 2002 the average result was 8/10, with 77% of the customer scores between 8/10 and 10/10
Slide/page 16Telstra © October 2002Telstra in confidence
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But what are the Benefits to the organisation in all of this? What about the return on investment?
• There has been an increase in the number of projects from January 01 (405 projects) to Sept 02 (871 projects)
• There has been a decrease in the number of projects at RED status
• There has been a decrease in the number of projects at YELLOW status
Slide/page 17Telstra © October 2002Telstra in confidence
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Overall Activity Growth - There has been an increase in the number of projects from January 01 (405 projects) to Sept 02 (871 projects).
Projects Number Growth
405377 377
415 413 426 422 429467 474
528 525 524
727 727
780
875 877 867871
660
0
100
200
300
400
500
600
700
800
900
1000
Jan
-01
Feb
-01
Mar-
01
Ap
r-01
May-0
1
Ju
n-0
1
Ju
l-01
Au
g-0
1
Sep
-01
Oct-
01
No
v-0
1
Dec-0
1
Jan
-02
Feb
-02
Mar-
02
Ap
r-02
May-0
2
Ju
n-0
2
Ju
l-02
Au
g-0
2
Sep
-02
Month
Va
lue
Slide/page 18Telstra © October 2002Telstra in confidence
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There has been a steady improvement in the health of projects. We can note a decrease in the number of projects at RED status during January 01 to Sept 02.
Projects in RED
7 78
7
3332
11
8
11
13
67
1 10 0
12
0 01
-5
0
5
10
15
20
25
30
35
40
Jan-01
Feb-01
Mar-01
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May-01
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Dec-01
Jan-02
Feb-02
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Apr-02
May-02
Jun-02
Jul-02
Aug-02
Sep-02
Month
Va
lue
Slide/page 19Telstra © October 2002Telstra in confidence
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There has been a steady improvement in the health of projects. We can note a decrease in the number of projects at YELLOW status during January 01 to Sept 02.
Projects in YELLOW
27
41
38
34
11
8
24
31
35
38
27
33
14
1011
12
910
12
9
12
0
5
10
15
20
25
30
35
40
45
Jan-01
Feb-01
Mar-01
Apr-01
May-01
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Aug-01
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Nov-01
Dec-01
Jan-02
Feb-02
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Jun-02
Jul-02
Aug-02
Sep-02
Month
Va
lue
Slide/page 20Telstra © October 2002Telstra in confidence
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The Outcomes
We are:-
• Setting the benchmark standard within Telstra for Project Management
• Defining that standard in a way that makes it completely equitable with
external Project Management services
• Professionalising our Project Management capability through external
accreditation with a recognised body
• Creating opportunities for our people
• Delivering true value add services for Telstra Customers and additional
revenue for Telstra
It is still though very much work in progress and will be for some time!
Slide/page 21Telstra © October 2002Telstra in confidence
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Name an iconic brand of Motor Cycle from the USA?Name an iconic brand of Motor Cycle from the USA?