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BTW Roll Out Customer Service - Sustainability and Growth Strategies

This program focuses on enhancing customer service through sustainable practices and growth strategies. It involves managing multiple teams efficiently, implementing Lean methodologies, and continuously improving operations.

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BTW Roll Out Customer Service - Sustainability and Growth Strategies

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  1. BTW CI Roll Out Chris Amos & Ian Devonshire

  2. BTW Waves So Far Senior CI Coach: Ian Devonshire ISPCO (EE) Mid-Q1 to Mid Q2 ISPCO (other) Q2/3 Wk 12 = 5 Aug Wk 1 = 20 May Offshore Q3 BB-T2R incl. offshore – Stuart Hesketh Mid-Q1to Mid Q2 BB-T2R incl. offshore Q2 CS Wk 1 = 20 May Wk 12 = 5 Aug Mobile Service Delivery – sustainability of multiple teams having gone through Lean LoB CI / Lean Coach = TBA (covered by Ian Devonshire) Ops CI Lead = various Wave 3 Q3 Wave 2 Q2 Pilot & Wave 1 Q1 MNS Wk 1 = 15 Apr Wk 12 = 1 Jul

  3. BTW Roll Out Customer Services Q1 = 66 FTE Q2 = 269 FTE Q3 = 302 FTE Remaining = 136 FTE Managed Network Services Excludes resources due to be TUPED out of BT Remaining = 97 FTE Q1 = 92 FTE Q2 = 110 FTE Q3 = 70 FTE Wholesale Markets No plan developed – total population = 223 CIO No plan developed – total population = 234 (excluding 318 matrixed TSO people Strategy, Products & Regulation No plan developed – total population = 198 Global Telecom Markets No plan developed – total population = 3 (excluding 388 matrixed GS people) Strategic Business Development No plan developed – total population = 53 Finance No plan developed – total population = 55 (excluding 53 contractors) HR No plan developed – total population = 21 ` Cost Transformation V` No plan developed – total population = 6

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