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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
Ser
vice
Per
form
ance
Pau
l T
aylo
r
Ser
vice
Dev
elo
pm
ent
(Tra
nsf
orm
atio
n)
Mic
hel
le v
an d
er P
eet
Pro
du
ctio
n P
lan
nin
gC
oli
n S
hea
rn
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