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Service Management Global Network Operations CWU and Prospect Q1 business review

Service Management Global Network Operations CWU and Prospect Q1 business review. Marc de Wit. Service Management GSO. Our priorities for 11/12 Q1 review. Global Service Operations in 11/12 Our team make up internationally. 61% UK based 46 team members 150 reward framework.

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Service Management Global Network Operations CWU and Prospect Q1 business review

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  1. Service Management Global Network Operations CWU and ProspectQ1 business review Marc de Wit

  2. Service Management GSO Our priorities for 11/12 Q1 review

  3. Global Service Operations in 11/12Our team make up internationally 61% UK based 46 team members 150 reward framework

  4. Network operational efficiency Global Strategy Professional services Networked IT operational efficiency Global Service have now rigorously re-focused – and now offer eight core “close to the network” propositions underpinned by a streamlined product portfolio Enable global finance Enable voice and unified communications Make contact centres efficient Work anywhere Optimise network-centric security

  5. Transformation • Plan to implement Control in GSO is based on “Control in a box” methodology: • In the ‘Control’ phase, the focus is on: • standardisation of processes and systems, supported by…. • standardisation of roles and accountabilities, underpinned by …. • robust process measurement, allowing…. • rationalisation and efficient use of resources in responding to demands. • Control Capabilities Survey 100% completed with managers for 3 Operational Areas in scope: Data Network Management, Voice Data Management, Complex Contracts • Produce report for state of control in each team and heat map by 8th July • Analyse areas of improvement and prepare analysis report with recommendations for action by 15th July. • Deliver Control in GSO by end of Q4 by implementing agreed improvement actions • GSCO/BTO Operational Alignment Programme • Identify key opportunities for GSCO/BTO alignment with associated highlevel E2E operational and business benefit across 6 Programme workstreams by end of July 11.

  6. Service Management GSO People trends for 11/12

  7. Care Agile Q1GSO in Q1 • Headlines (UK survey data): • very slight drop in EEI from Q4 3.77 to 3.76, almost unchanged • EEI remains higher than Service Management Q1 average, 3.65 • very slight drop in PCI from Q4 3.90 to 3.87 • PCI remains higher than Service Management Q1 average, 3.78 • B&H trend downwards from 3% Q4 to 2% Q1

  8. Organisation Culture IndexThe first view of GSO in Q1 GSO ARM1 GSO ARM2 Service Management Q1 Global Voice and Media Operations

  9. Sickness / StressIncreased productivity must not come at the expense of spoiling our sickness trends SM and SI trend 2010/11 Breakdown view of GSO UK population:

  10. Resourcing – challenge for 11/12 and plans for delivery 15% TLR reduction challenge July and August 10fte are not reductions but absorbing growth

  11. Next meeting and Close

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