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BT’S TRANSFORMATION THROUGH AGILITY
Caroline Waters OBE Global HR Forum 2010
Director, People and Policy Seoul
BT Group 26...
© British Telecommunications
plc
BT’s history
1878
UK telephone service
provided by private
sector companies
1912
General ...
© British Telecommunications
plc
BT today
•World leading supplier of
communications solutions and services
•Providing netw...
© British Telecommunications
plc
A global workforce
UK
Western Europe
Asia Pac
Middle East
and Africa
Russia / CEE
•97,355...
© British Telecommunications
plc
The benefits
• 24/7 service
• Global availability
• Reflection in better value
• CO2 emis...
© British Telecommunications
plc
The enablers
Culture
Property
A dynamic, harmonious
workforce able to flex skills
to supp...
© British Telecommunications
plc
The Congruence Model
© British Telecommunications
plc
Workspace Furniture
Multi use desk
TeamZone or Flexi desk
Minimum 1400mm x 800mm
Standard...
© British Telecommunications
plc
Implementation and management
üüAssessment
Group
Property
BT HR
AgileAgile
WorkspaceWorks...
© British Telecommunications
plc
Infrastructure
Workspace Product Set Developed
FIXEDWork Style:
A person who is primarily...
© British Telecommunications
plc
Induction
11
Supporting the Business and
People through the change
• Introduce the Agile ...
© British Telecommunications
plc
Involvement
üüAssessment
Group
Property
BT HR
Individuals
Practicing Good
Behaviour
On-si...
© British Telecommunications
plc
The barriers to agility
• Under utilised technology
• ‘Presenteeism’
• Isolation and lone...
© British Telecommunications
plc
Society is changing
24/7
Questions
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Bt's transformation through agility caroline waters, global hr forum 2010, seoul, korea

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Caroline’s presentation will cover
- BT’s transformation from nationalised industry to FTSE100.
- Creating BT’s agile portfolio
- Developing an employee centric model for productivity and cost efficiency
- Creating an inclusive workplace that encourages employees to harmonise professional and family lives
- Embracing a global workforce
- Top tips for employers

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Transcript of "Bt's transformation through agility caroline waters, global hr forum 2010, seoul, korea"

  1. 1. BT’S TRANSFORMATION THROUGH AGILITY Caroline Waters OBE Global HR Forum 2010 Director, People and Policy Seoul BT Group 26-28 October
  2. 2. © British Telecommunications plc BT’s history 1878 UK telephone service provided by private sector companies 1912 General Post Office becomes monopoly supplier of telephone service 1969 Post Office becomes A public corporation & retains telecommunications monopoly 1980 Post Office Telecommunications renamed British Telecom 1984 British Telecom privatised 1991 Competition introduced to UK telecoms market British Telecom re-branded BT 1994 BT & MCI launch Concert 2003 BT unveils current identity and brand values BT Ignite changes to BT Global Services 2004 Consult 21 launched - industry consultation for BT’s 21st Century Network programme 2005 BT acquires Infonet, Albacom and Radianz Openreach launched 2006 BT acquires Dabs.com Home Hub launched 2007 BT acquires INS & Comsat International
  3. 3. © British Telecommunications plc BT today •World leading supplier of communications solutions and services •Providing networked IT, telecommunications services and higher-value broadband and internet products and services •Operating in 170 countries •£21.859m revenue •£2,700m capital expenditure •£1,007m profit •97,781 employees in 65 countries •79,815 in the UK
  4. 4. © British Telecommunications plc A global workforce UK Western Europe Asia Pac Middle East and Africa Russia / CEE •97,355 employees •Based in 65 countries •Providing service in 170 countries •Generating annual revenue of £20.9 billion North America Latin America 3,628 79,715 681 8,668 346 151 4,166 BT organisation BT Retail * BT Wholesale BT Global Services * BT Operate * BT Innovate & Design Openreach * Global operations Ways of working •10,590 Homeworkers •3,687 Occasional homeworkers •5,808 part-time workers •340 job sharers •75,000 work flexibility in some way Ways of working •10,590 Homeworkers •3,687 Occasional homeworkers •5,808 part-time workers •340 job sharers •75,000 work flexibility in some way
  5. 5. © British Telecommunications plc The benefits • 24/7 service • Global availability • Reflection in better value • CO2 emissions reduced by 7,000 tonnes per year and using £12m litres less fuel • 64% of home workers supporting local communities • Supports equality legislation • Increased productivity (15-31%) • Reduced absenteeism (20% lower in home workers) • Reduced costs (estimated £500m in property costs) • Better attraction & retention of talent • 59% say they have good work/life balance • 93% say their work style has a positive effect on their quality of life • 37%of home workers would not return to fixed working • 38% have children under 16 • 96% of women return from maternity leave Customer Business Society Employee
  6. 6. © British Telecommunications plc The enablers Culture Property A dynamic, harmonious workforce able to flex skills to support the delivery of services to the customer Employees with the choice of how to work best to suit their lifestyle needs. Empowered people making their own decisions. Greater employee satisfaction & increased retention Services to customers are improved as staff are able to easily change role to support peaks & troughs. Streamlined processes leading to massive productivity improvements & bottom line savings Real time decisions to dynamically reschedule workloads. Improved productivity, data accuracy, enhanced decision making Modern staff-friendly high utilisation property. Cost savings, improved utilisation and productivity Travel only when needed and straight to the location not via an office. Significantly reduced travel costs and C02 emissions. More efficient workforce
  7. 7. © British Telecommunications plc The Congruence Model
  8. 8. © British Telecommunications plc Workspace Furniture Multi use desk TeamZone or Flexi desk Minimum 1400mm x 800mm Standard DSE compliant chair (priority desks to be identified) Monitor arm/ laptop stand Desktop power unit Keyboard and mouse Team storage Personal storage Laptop Users Softphone •Cisco IP Communicator •Complete flexibility for desk sharing Softphone or handset to connect to BT’s internal voice network BY Harrier Call Routing (HCR) Fixed LAN (in building) with desktop connectivity: CAT5 or above, 2 socket outlets to connect to BT’s data network Wireless connectivity is also In building printing from PC’s or laptops to centralised printing facilities using iPrint • Voice quality is only assured on ‘host’ site or other QoS enabled building • Softphone is standard where Cisco phones do not already exist available at Brentwood Centrally booked Meeting Rooms Breakout Space Informal Meeting Space and 1:1 Rooms Desk Status Indicator IT Provision Support Settings Agility solutions
  9. 9. © British Telecommunications plc Implementation and management üüAssessment Group Property BT HR AgileAgile WorkspaceWorkspace
  10. 10. © British Telecommunications plc Infrastructure Workspace Product Set Developed FIXEDWork Style: A person who is primarily based at a BT Customer Call Centre or within a Call Centre/Controls rota team working in a BT building who rarely/never travels for their job function Rota/Call Centre Worker A person who is primarily based at a BT building attending for on average more than 4 days per week rarely/never travels for their job function and has a fixed desk allocated Fixed Desk Worker Work Mode: FIXEDWork Style: A person who is primarily based at a BT Customer Call Centre or within a Call Centre/Controls rota team working in a BT building who rarely/never travels for their job function Rota/Call Centre Worker A person who is primarily based at a BT building attending for on average more than 4 days per week rarely/never travels for their job function and has a fixed desk allocated Fixed Desk Worker Work Mode: Workspace FurnitureWorkspace Furniture IT ProvisionIT Provision Support SettingsSupport Settings FixedDeskWorker Commontoboth Rota/CallCentre Team storage Allocated desk Minimum 1400x800mm Standard DSE chair Shared desk Standard 1400x800mm Standard DSE chair Personal storage FixedDeskWorker Commontoboth Rota/CallCentre Desktop monitors or flat screens Softphone or handset to connect to BT’s internal voice network Centric specific telephone system In building printing from PC’s or laptops to centralised printing facilities using iPrint Commontoboth Rota/CallCentre Centrally booked Meeting Rooms Training Room SpaceInformal Meeting Space and 1:1 Rooms Fixed LAN (in building) CAT 5 or above. 2 socket outlets to connect to BT’s data network Breakout Space • Easy accessible workstations – turn-up, plug-in and go • Follow-me phone system Team Zone Desk Booking System Variety of Work Settings LOB Team Zone Identifiers Wireless Alternative Throughout Building
  11. 11. © British Telecommunications plc Induction 11 Supporting the Business and People through the change • Introduce the Agile Desking concept and rationale • Focus on the benefits • Understand and plan for the issues • Build positive energy and momentum • Establish highly visible senior support Review Workshops Agile Working Layouts Drop-in Surgeries Property Induction Team
  12. 12. © British Telecommunications plc Involvement üüAssessment Group Property BT HR Individuals Practicing Good Behaviour On-site Support Monitoring Agility in practice Observing that Protocols are being followed Hygiene of desktops and phones Locker key management Advice to transient users LoB Management Support Implementation Plans Help people to adapt positively and productively Encourage personal responsibility Highly Effective Agile Business Environment üüAssessment Group Property BT HR
  13. 13. © British Telecommunications plc The barriers to agility • Under utilised technology • ‘Presenteeism’ • Isolation and loneliness • The need to meet • The lack of personal privacy • Poor security • Scepticism and active resistance • Lack of clear objectives and responsibilities
  14. 14. © British Telecommunications plc Society is changing 24/7
  15. 15. Questions

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