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Products & Services R and AS Conferences 2002 Aug 2002: Business Transformation and Managing Change

Aug 2002 GBC Presentation: Culture Shift Among Field Engineering Workforce Yields Efficiency Breakthrough (British Telecom)

ID: GBC-P082002BPC


Published: Pre-2013


Delivery Format: PowerPoint


 

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919-403-0251

  • STUDY OVERVIEW
  • BENCHMARK CLASS
  • PRESENTER INFO
BT has developed an innovative ’contribution’ based approach to improving the effectiveness of (unionised) customer facing engineers - demonstrating a 13.5% efficiency improvement and projected $24M annual cost savings. Impact on customer and employee satisfaction has proved positive. Sensitive collaborative relations with the union, engineer focus groups, software development and extensive trials pave the way toward implementation of this ’pay for points’ system. Benchmarking provided key supporting data and best practice evidence to help make the case.

Key take-aways:

  • Knowledge of a success model used to relate pay to contribution rather than attendance.
  • A view of the barriers addressed.
  • Awareness of the power of benchmarking.

Lessons Learned: Radical ’best practice’ effectiveness programme shifts hearts and minds of field engineering work-force. The result - a surge in efficiency.

Industries Profiled:
Telecommunications


Companies Profiled:
British Telecom

Paul Cherrett
Benchmarking Services Manager

British Telecom