lean service update bt operate. lean service is one of the four strategic themes for bt operate...

Lean Service Update BT Operate

Lean Service is one of the four strategic themes for BT Operate running from 2011 to 2014

BT Operate 2014 Vision

2

Theme B

• Lean Service is a different way of working with the customer at the heart of everything we do. It means efficient processes where work flows smoothly with no waiting, no queues, no waste or duplication. People are involved in both managing and improving the processes they work on and the organisation supports this.

• This is not a short term programme but a long term goal which requires that everyone, everyday, thinks and acts differently. We find better ways to do things using proven methods and simple tools whilst making Operate a better place to work.

3

What is Lean Service?

Lean Service vision

SOURCE: McKinsey

Having the right mindset Organising our people and developing their skills

Managing our performanceMaking processes more efficientOur processes will be visible and accurate with no waste or defects. Everything should flow through the process so there’s no queuing or waiting. We meet our customers expectations because our processes are predictable and in control.

We‘ll organise and develop our people so they perform at their best.

Listening to our customers

Everyone improves how things work better by using problem-solving methods and tools. Every manager will spend time with their team to understand how things work and coach them in how to make things better.

We will be measuring ourselves against meeting our customer commitments and the business costs involved. We make sure our performance against expectation is visible to everyone and as a team, we decide on how we can improve the way we work.

Our customers will be at the heart of everything we do. All processes will start and finish with the customer. And everyone will understand how their contribution helps us meet our customer expectations and make a profit.

4

MOBILISATION

AS IS

TO BE PLANNING & IMPLEMENTATIONPHA

SEEV

ENTS

& C

ON

TRO

L PO

INTS

7th Dec – 13th Jan16th Jan – 7th February

6th Feb – 4th May

MOBILISATION

KICK-OFF EVENT

Leve

l 1 P

ilot

Phas

e

7th Dec – 13th Jan16th Jan- 18th Jan

DATA CAPTURE

19th Jan – 7th February

RE-DESIGN WORKSHOP

6th Feb – 10th Feb

PLANNING & IMPLEMENTATION

13th Feb – 4th May

Dec 2011Ops C.A

Facilitation Training

19th DecInduction

Call

Manager Boot-camp4th-6th Jan

C.A Bootcamp

9th – 13th Jan

6th – 10th FebruaryRe-Design Workshop

16th-18th Jan Kick of Event

CP

20th JanCP

27th Jan

CP

3rd Feb

CP

10th FebruaryCP

CP

CP

CP

CP

CP

CP

CP

CP

CP

CP

31st Jan / 1st Feb

VOC/True North Workshop

26th MarchBaseline

against LeanCapabilities

23rd April Baseline

against LeanCapabilities

D4

VOC

PRO

CESS

EFFI

CIEN

CYPE

RF M

GT

ORG

&

SKIL

LSM

IND

SET

&

BEH

ABIO

URS

Prog

ram

me

Leve

l Out

puts

Out

puts

by

Lens

• High Level Process Maps• SIPOC Maps • Purpose and Vision doc

Define 1

st target conditions – owners &

milestones

• Wave Activity / Operational Implementation Plan• Improvement & resistance Tracking Log in Place• AS IS by Lens / By Team Defined

• 3 month Imp Plan for 1st target condition• Outline Priorities for next 18 months to 2 years

• High Level Process Maps• Routing by Walking around (1st Pass draft)• SIPOC by Team (x10) inc purpose / vision• Value Stream Maps (horizontal)

• High Level Process Metrics• Data Capture Plan 4 weeks• Routing by Walking around (1st pass draft)• Baseline MCRS

• Activity Logs by team• OD and Role changes identified• Location Decisions Made

• Union Agreement to Site Vistis• Team Leads inducted• Team Inducted (job satisfaction baseline)•AIM Target Assessment Baseline• Care Analysis

• Customers identified

• Plan Created• Resource Mobilised

•Agreed scope (start / Stop)• Functions defined

• Top Level Operational KPIs

• Agreed OEB contract• Agreed Sponsor / Ops Contract

• Organisation Structure• Stop / merge existing initiatives

• Future State defined

• Reinforcement & Reward Strategy Defined

• Improvement in VOC Lean Maturity score

• Improved Lean maturity• Self sustaining process

performance

• Improved Lean maturity• Self sustaining process

and individual performance improvements

• Improvement in Lean Maturity Index

• People location plan• Target skills matrix plan

• Improvement in Lean Maturity Index

• Identify and Agree next target condition

• Process specifications aligned to CTQs

• Standard work in place• Ongoing performance reviews in place• New opportunities identified• Ideal state defined

• Team hold regular perf reviews using improved reports

• Visual management in place• Individual Perf Mgt drives and sustains

Lean approach (MCRS Implemented)

• Defined &understood work standards• Visible role modelling and

reinforcement• Managers verify that standard work is

followed

• New job descriptions• New organisational design• Alignment of people to the purpose of

the process

• Completed D4• Enhanced Wave Design

• Deliver Plans• sub-wave control

Deliver 1st Target condition

Weekly Checkpoint Calls (Wks 5-16)

6

Lean Service Approach

AS IS (3-Weeks)

TO BE(2-Week) IMPLEMENTATION

A0

Step 1

A0

Step 2

A0

Step 3

A0

Step 4

Process Map(s) per flow developed

As Is Value Stream Map created

Review ProcessPerformance

Routing By Walking About to capture what is actually happening in

each process

Create To Be Value Stream

Map

Leadership Review & Feedback

1st Target Condition with implementation

planLeadership Approval M

eeting – TO

BE & 1

st Target Condition

Operational Sponsor presenting to Business

Unit MD and Lean Services Programme

Owner to test ambition

Deferred out of sub-wave

In-Sub-wave

1st Target Condition

7

Wave Q3 11/12 Q4 11/12 Q1 12/13 Q2 12/13 Q3 12/13 Q4 12/13 Q1 13/14 Q2 13/14 Q3 13/14 Q4 13/14 Oct Nov Dec Jan Feb Mar Apr May Jun July Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun July Aug Sep Oct Nov Dec Jan Feb Mar

L2C1

T2R 1

L2C2

T2R 2

L2C3

T2R 3

L2C4

T2R4

L2C5

Security

Central Prog

Implement C of E

Communications including stakeholder and IR engagement

D2 D3

Mobilisation Planning (8 wks)

Mobilisation (3 wks)

Wave Execution(16 wks)

Wave Benefits(4 wks)

Wave Mandate(3 wks)

16 Wks 43 8 Wks 3x 3

16 Wks 43 8 Wks 3x 2

x 516 Wks 43 8 Wks 3

16 Wks 43 8 Wks 3x 4

High Level Wave Roll Out Plan – Waves 1 to 5 (Updated for Latest Roll Out Plan)

x 5 16 Wks 43 8 Wks 3

16 Wks 43 8 Wks 3x 5

x 7 16 Wks 43 8 Wks 3

16 Wks 43 8 Wks 3x 2

x 6 16 Wks 43 8 Wks 3

16 Wks 43 8 Wks 3x 4 (TBC)

Olympics

7

Key Events of Wave 1 (up to Re-design week)Date Activity Who needs to be there LocationJan 4-6th 2012

Mobilisation: Manager Bootcamp (Induct the Management team in LEAN tools capabilities)

Managers (GM – FLM), Central change team, HRBP Yarnfield

Jan 9th -12th

2012Mobilisation : Change Agent Bootcamp (Train the operational change agents to perform ‘as-is’ data /process /improvement gathering

Central change team and operational change agents – 15 OCA’s and a Central team of 12

Yarnfield

Jan 16th – 18th 2012

Kick-Off Event with first full sub-wave team, ‘as-is’ top level process mapping, clarity to all on roles, responsibilities, processes and wave plan

MD, Director , GMs, L2, L1, Central change team and operational change agents, HRBP

TBA

31st Jan – 1st Feb 2012

Voice of Customer / True North Workshop Director/ GMs, LL, Navigator and True North Central Change Agent

London TBA

6th – 10th Feb 2012

Re-design week: First day is ‘as-is’ following days to agree 1st Target Condition and ‘To-be’

MD, Director , GMs, L2, L1, Central change team and operational change agents, HRBP

Yarnfield

9

Agreed Wave Roll Out Plan - @ 28 October 2011. Issue 2

Pete StewartNetwork Services

ABDA –ABDC.219

Paul TaylorISDN/WLR

ABVA.173

Mike CookMEAS & HE Planning

ABMA & C.190

Pete StewartNetwork Services HE

ABDB ABDC.170

Paul TaylorISDN, WLR. ABVB

197

Mike CookMEAS & HE Planning

ABMA,B &D. 141

Wave 1Dave Dobson

Int Voice, IPT, LAN, Pcct. ABI 177

Neeraj KhannaGCI Functional 257 (see notes)

Paul HollFEN Midlands ABN4 &

ABN67233

Wave 2 Wave 3 Wave 4 Wave 5

Dave DobsonNon UK.ABIC,D & F. 173

Dave DobsonNon UK

ABIA,H & J 158

Paul Holl FEN Scotland

ABN1 & ABN64229

Total = 937 Total = 1786 Total = 2228 Total = 1930 Total = 1196

Mark WilliamsonCapacity ManagementMigrations & Integrate

ABEC,H .200

Mark WilliamsonCapacity Management

ABEE2 & 3. 250

Mark WilliamsonCapacity Management21CN Cap & Delivery

ABEC,D,H250

Mark WilliamsonCapacity Management

21CN. ABEC,D &H250

Heide BaumannFES NHC. ABSI. 203 + 7 =

210

Heide BaumannFE South West

ABS5 240 + 10 =250

Heide BaumannFES Inner London ABS3 224

+ 17 = 241

Heide BaumannFES Outer London ABS4

255 + 17 = 272

Paul Holl FEN Wales & WNABN5 & ABN68

230

Paul Holl FEN North West

ABN3 & ABN65. 242Dougie AndersonBusiness Services AUA.

108

Paul WeirVoiP.ARF 220.

Marc de WittInt & Contracts

AUC. 239

Dougie AndersonWholesale & PCCT

AUA. 196 +67 = 264

Tony JamiesonDCs, Tech Svcs ARE4 & 6. 203

Martin GreenanNetwork Platforms

ARQ. 112

Dougie AndersonWholesale & Change

AUA25./AUA53. 150 +53 = 203

Tony JamiesonEnterprise Infrast.

ARE5. 147

Joe Barry TV & MediaAUB. 208

Marc de WittGlobal Network Ops

AUC. 127

Paul Weir Event MgtARF. 260

Martin Greenan ASG ARQ. 263

Pete StewartNetwork Services ABDD &

E. 27

Heide BaumannFES SHCABS2 209 +7

216

Security

TBC

Paul Holl FEN North EastABN2 & ABN66

276

Pete StewartNetwork Services MPLS

ABDB ABDC. 143

Heide BaumannFES Inner London Trading

ABS3M 113

Paul Weir Event Mgt / 21C154 +82 =236

• Pete Stewart • Mike Cook• Paul Taylor• Dougie Anderson • Paul Weir

10

Wave 1 – in scope teams

Pete Stewart – in scope organisation

David Rowley

London

Richard FoxallABDB

Howard Ambrose ABDB1

Bob Page ABDB11FTE = 9

2 x C2; 7 x C34 in Brighton

1 Bristol4 Dorking

Ian Goulcher ABDB 15FTE = 15

3 x C1, 7 x C2; 5 x C314 in

Wolverhampton1 Homeworker

Martin Geraghty

ABDB 18No FTE

(Team recently closed)

Jeff RawlingsABDB2

Mark SladeABDB 25FTE = 11

11 x C311 Wolverhampton

Simon DuttonABDB3

Mark HillABDB 33FTE = 8

8 x C32 Bedford,2 Glasgow,1 Leicester,

1 Nottingham,1 Birmingham,

1 Coventry

Matt RotheryABDB 31FTE = 14

13 x C3, 1 x D17 Romford,

7 London

Lenort FaceyABDB 34FTE = 12

12 x C35 In Esher,7 London

Gary SkeatsABDB 26FTE = 15

13 x C3; 2 x D16 Exeter, 1 Dudley, 3 Birmingham, 2 Skelmersdale, 1 Sheffield,

2 London

Mike Cook – in scope organisation

David Rowley

London

Olwen Hill ABMA

Keith Vincent ABMA 1

Stephen McNaughtABMA 11FTE = 15

14 x C2; 1 x C3All located in Southampton

Nigel Brewer ABMA 12FTE = 13


Mark GibbsABMA 13FTE = 15


Mike CookABM

Tom Collins ABMC

Campbell IngramABMC 11FTE = 22

19 x C3; 2 x D1All located in Glasgow

Laura WilsonABMC 12FTE = 2120 x C3;

All located in Glasgow

Steve HigginsABMC 11FTE = 18

1 x C1; 1 x C2; 15 x C3All located in

Wolverhampton

Malcolm PotterABMC 11FTE = 21

19 x C3; 1 x D1All located in Walsall

Kirsty SmithABMC 11FTE = 1514 x C3

All located in Walsall

Paul HampsonABMC 11FTE = 2221 x C3

All located in Oswestry

Paul Taylor – in scope organisation (PSTN/ISDN/WLR)

PAULETTE MOSES HANNAH WHEELER NOEL DAVIS ADRIAN CROLL RICHARD LEY ABVA11 ABVA12 ABVA14 ABVA15 ABVA16

Customer Service Manager, UK Voice Service Delivery

BTW Voice Order Provision - UK Voice Service Delivery,

Numbers and Switch Manager Fulfilment Process Owner

UK Service Operations, Order Management Service Delivery

COSAM - CSS/SM Admin manager for the London & Home Counties,

FTE = 1 FTE = 21 FTE = 1 FTE = 22 FTE = 1

Location Grade No of Emp Class Location Grade No of Emp

Class Location Grade No of Emp Class Location Grade No Emp

Class Location Grade No of Emp Class

BIRMINGHAM 1 Reg BRIGHTON B2 1 Reg BLACKBURN 1 Reg C2 1 Reg ALDERSHOT C3 2 Reg

BRIGHTON C2 1 Reg EDINBURGH 1 Reg ALDERSHOT D1 1 Reg

BRIGHTON C3 4 Reg EDINBURGH C2 19 Reg BOLTON C3 1 Reg DORKING 1 Reg EDINBURGH C3 1 Reg BOURNEMOUTH C3 1 Reg DORKING C2 4 Reg BOURNEMOUTH D1 1 Reg DORKING C3 2 Reg BRISTOL C3 2 Reg WOLVERHAMPTON B2 3 Reg DORCHESTER 1 Reg WOLVERHAMPTON C2 4 Reg DUNDEE C3 1 Reg

WOLVERHAMPTON C3 1 Reg LEEDS D1 1 Reg

LONDON C3 6 RegLONDON D1 2 RegPRESTON D1 1 Reg

TRACEY HAMILTON CHRISTINE STEPHENSON EULALEE WILSON MARIA JACKSON SIMON COOKE NEIL GRATTON ABVA19 ABVA1A ABVA1B ABVA21 ABVA22 ABVA23

Team Manager - UK Voice Service Delivery. BT Operate

Covering Team Manager -UK Voice Service Delivery. BT Operate SGMU Manager ISDN30 Service Delivery and Featurenet

ManagerISDN30 Team Manager - UK Voice Service Delivery

Operation Manager - UK Voice Service Delivery

FTE = 18 FTE = 15 FTE = 7 FTE = 25 FTE = 22 FTE = 16

Location Grade No of Emp Class Location Grade No Emp

Class Location Grade No Emp Class Location Grade No of Emp

Class Location Grade No of Emp Class Location Grade No Emp

ClassEDINBURGH C2 3 Reg EDINBURGH C2 4 Reg BRISTOL D1 2 Reg C3 1 Reg C3 1 Reg BRISTOL C3 2 Reg

GLASGOW 1 Reg GLASGOW C2 9 Reg NEWCASTLE UPON TYNE D1 1 Reg ILFORD C3 1 Reg LONDON C3 9 Reg TAUNTON C2 1 Reg

GLASGOW C2 14 Reg GLASGOW C3 2 Reg ORPINGTON 1 Reg LIVERPOOL C3 1 Reg WORTHING 1 Reg TAUNTON C3 10 Reg ORPINGTON C3 1 Reg LONDON C3 4 Reg WORTHING C3 11 Reg TAUNTON D1 3 Reg ORPINGTON D1 1 Reg OSWESTRY C3 2 Reg ROMFORD C3 1 Reg PORTSMOUTH C3 2 Reg WORTHING 1 Reg

WORTHING C3 13 Reg

KEITH GALLON GERWYN WILLIAMS NEIL LOVELOCK MIKI WILLIAMS RAPHAEL ANTHONY/ANIL PATIL MOSES MAKWANE + 4 OTHERS ABVA25 ABVA26 ABVC ABVC1 ABVC1X ABVCX

Team Manager - GS Customer Order Management , BT Operate

Numbering & Addressing Manager-UK Voice Service Delivery

FTE = 1 FTE = 8 FTE = 3 FTE = 1 FTE = 27 FTE = 57

Location Grade No of Emp Class Location Grade No of Emp

Class Location Grade No Emp Class Location Grade No Emp

Class Location Grade No Emp Class Location Grade No Emp

ClassBIRMINGHAM 1 Reg BOURNEMOUTH C3 1 Reg AYLESFORD C3 1 Reg LONDON 1 Reg PUNE CCON 1 SC-B MUMBAI CCON 43 SCD

BIRMINGHAM C2 1 Reg CARDIFF 1 Reg DAGENHAM D1 1 Reg PUNE CCON 26 SCD MUMBAI CCON 13 TPA

KIDDERMINSTER C3 1 Reg CARDIFF C3 4 Reg LONDON 1 Reg PUNE CCON 1 SC-BLONDON C2 4 Reg LONDON C2 1 Reg LONDON C3 2 Reg PUNE CCON 3 SCD

OSWESTRY B2 1 Reg LONDON D1 1 Reg PUNE 411057 CCON 1 SCD

Heat_Map_Wave_2_SD_subWave_PT_Draft_2 13

Sean Donovan

Dougie Anderson – in scope teams (Business Services)

John Rodaway – AUA14Service Improvement & Commercial Manager

Functions: Commercial Management of the Wipro contract and leadership of

service improvement

Cambridge

STST05

1Reg

EcclesNEET05

1Reg

Exeter D1 1Reg

Jim Skinner – AUA12Business Switch Service

Manager

Functions: Day to Day Business Switch Service Management

Glasgow Switch Team

Leeds Switch Team

Birmingham Switch Team

Baynard Switch Team (Closing January 2012)

Keith Bird– AUA11Customer Relationship and

MBN Manager

Functions: Customer Escalation Management and MBN

Escalation Management

Eccles MBN Team

Leeds MBN Team

Raj Sanghera – AUA13Customer Relationship and

Supplier Management

Functions: Wipro Management, Service Improvement and Performance Management

Escalation Management

Service Introduction

Avaya Relationship

Owen Moody – AUA1General Manager Business

Services

Accountable for the operation of Business Services

Dougie Anderson – in scope teams (Business Switch)

David Anderson – AUA122Glasgow Switch Service Manager

Functions: GS Tickets 2nd Line

Glasgow 9

Simon Smith– AUA123Birmingham Switch Service Mgr

Functions: GS Tickets and Advice 2nd Line

Birmingham 5

Functions: 24 Hr UK Business Switch Support

Birmingham 3

Middlesbrough 3

Functions: FE Support

Birmingham 4

Birmingham 4

Functions: MMU

Birmingham 2

Monument 1

Monument 1

Marion Poma – AUA121Leeds Switch Service Manager

Functions: BTR Tickets and Advice Line 2nd Line

Leeds 13

Leeds 1

Functions: BTR Tickets and FE Support 3rd Line

Leeds 3

Stockport 1

Stockport 1

Kevin Telfer – AUA124UK Switch Service Manager

Functions: Business Switch Technical Managers

Birmingham 1

Croydon 3

Functions: 3rd Line

Glasgow 1

Croydon 1

Romford 1

Cambridge 2

Birmingham 2

John Norman– AUA125Baynard Switch Service Manager

Functions: GS 2nd Line

Baynard 9

Wipro – AUC99Offshore Resource

Functions: BTR & GS Tickets and Advice Line 2nd Line

Pune 51

Chennai 16

Offshore Resource

Onshore Resource

Business Switch Products

Avaya Red Versatility

Avaya Blue - CTI Lake

Meridian Mitel 300

ISDX ISDX

Lake/Norstar BCM

Dougie Anderson – in scope teams (Managed Business Networks)

Wipro – AUC99Offshore Resource

Functions: BTR & GS Tickets and Advice Line 2nd Line

Pune 35

Offshore Resource

Willie Boyd – AUA11MBN Service Manager

Functions: GS MBN CPE Tickets

Leeds 2

Leeds 6

Leeds 3

Eccles 4

Eccles 7

Birmingham 2

Onshore ResourceManaged Business Network

Products

CLAN

CS Matrix

TellePresence

Wavestream

CISCO WAN/LAN

CISCO IPT

GHUCS

Paul Weir – in Scope OrganisationPaul Weir

Director TIS(Holborn ATE)

Derek SimcockCambridge

Del CliffordColombo Hse

Barbara McNally-Young

Oswestry

Christophe Williams

(El Segundo)

Sian Price(Pontyclun)

Elizabeth Lamas

El Segundo 17

Ian Darby Pontyclun 5

HW 4Bristol 1

Colombo 1Shrewsbury

Leighton Evans

Liverpool 4Oswestry 4

HW 3

Chris Wilcox Pontyclun 6

Bristol 4Plymouth 3Keybridge 1

HW 1

Dave EveleighPontyclun 5Sheffield 2

Bristol 1

David RhodesLeavesden 1Nottingham1Coventry 1

Gary Turnbull

(Edinburgh)

Alan Burnham Owen Forth James

Barnes

Chris DaveyColombo 9

Graeme Cunningham

HW 3Derby 1Exeter 1

Brighton 1

Mike Heseltine

Kingston 1Canterbury 1

Walsall 1Brighton 1Adastral 1

Simon Lambert

Faraday 1Walsall 1Bedford 1Adastral 1Oswetry 1

Edinburgh 1HW 1

Raj Shah

John Unsworth

Colombo 1

Mitch Lockett

Colombo 11

Robert MochaiskiColombo 7

Jeff EldridgeColombo 18

Scott Northover

Adastral 10

Chris BoleyAdhara 11

Ian AsquithColombo 2

Andy StevensHW 4

Colombo 1Worthing 1Stockport 1Brighton 1

Leavesden 1Swindon 1Dundee 1

Colin MarstonPontefract 7Barnsley 1

Tony RhodesOswestry 11

Julian ArcherOswestry 10

Kuldip SinghOswestry 12

Overview of programme resource (includes operational and central change agents)

18

Central resources allocated to SD sub Wave

ttt 19

Service delivery - Pete Stewart

Lean CoachArnie Tonneson

33%

Aim CoachCaroline Evans

33%

A1 MIS Lead:Mike Trotter

People LeadJenny Allen

15%

Execution Lead TBC

(SD 20%)

Wave Leadership TeamUnit DirectorPete Stewart 50%

Lean LeaderBarry Atkins

100%

Ops Change Lead Richard Foxall, Chris

Berryman, Gary Thwaites, ,Narinder Rayit

50%

HRBPMurray Phair 50%

Lean Navigator Haydn Singleton

100%

Behavioural Change consult.

Neil Jackson (TBC)100%

Change Agents (100%)Horizontal Change Agent: Chris JonesVertical Change Agent: Barry LambCentral Change Agents: Ian Losh, Jim Morris (TBC)Ops Change Agents Wave 1; Andy Morgan, Paul Thompson, Matt Rothery, Karen Cross, Matt Ellis, Diogo Azevedo, Adrian Bradney, Fran Ross, Sam Cadman, Chris Hall, Ross Perry, Tony Machon, Liam Halsall, Laura Farnington, Andy StoneOps Change Agents Pilot & Wave 2; Stephen Dorman, Gill Calvert, Mark NewhillOps Change Agents Reserve: Kay Williams Steve Ottaway, Tobias Colthart, Hayley Kennett

People Roles:Senior HRBP: Greg Clark 30%OD Consultant: Jenny Allen 30%Contracting Facilitation: Yasmin Chiu (2 days)

Managers in scope (50%)Chris Berryman Narinder Rayit, Gary Thwaites ; Martin Hull; Simon White; Dave Walsh; Howard Ambrose; Jeff Rawlings; Pete Trevorrow; Miki Williams.

MIS Roles:MIS Lead: Barry Farrow 100%Dashboard implementer: 1 x tba 100% SPC Lead: P Coulton to advise 1 x 30%Performance Board Implementer: 1 x 100%

Process writer:Angie Driver

Comms:Jude Hartness

Project ManagerStuart Saberton

100%

Comms LeadDi Carter

33%

IR LeadMatt Rogers

5%


ttt 20


33%


33%

A1 MIS Lead:Mike Trotter

Execution Lead TBC

(SD 20%)

Wave Leadership TeamUnit DirectorMike Cook 50%

Lean LeaderRaj Vyas

100%

Ops Change Lead Tom Collins &

Olwen Hill50%

HRBPSimona Cilenti

50%

Lean Navigator Alistair Hall

100%


Lucie Emerson (TBC)

100%

Change Agents (100%)Horizontal Change Agent: Fahmida ChowdhuryVertical Change Agent: John PlattCentral Change Agents:, Peter McDonagh, Helen Moss, Alan SmithOps Change Agents Wave 1: Richard Edmonds, Paul Shukla, John McLaughlin, Neil Pacey, Karen Jones, Harvey Kalair, Ops Change Agents Wave 2 : Yvonne Henry, Shelley Reid, Pete Ewart, Jon Harris, Lee Shelley.

Managers in scope (50%)Olwen Hill; Keith Vincent;

MIS Roles:MIS Lead: Jason Martin100%Dashboard implementer: 1 x tba 100% SPC Lead: P Coulton to advise 1 x 30%Performance Board Implementer: 1 x 100%

Process writer:Kathryn Haworth

Comms:Chris Marshall

Project ManagerDarren Collyer

100%

Comms LeadDi Carter

33%

IR LeadMatt Rogers

5%


15%

People Roles:Senior HRBP: Gae Kennedy 30%OD Consultant: Chetna Shah 30%Contracting Facilitation: Yasmin Chiu (2 days)

Service delivery – Mike Cook


ttt 21


50%


50%

A1 MIS Lead: Mike Trotter

People LeadTBC

Jenny Allen 15%

Execution Lead TBC

(SD 20%)

Wave Leadership TeamUnit DirectorPaul Taylor 50%

Lean LeaderNicola Buckle100%

Ops Change Lead Sean Donavan

50%

HRBPRebekah Evans

33%

Lean NavigatorIan Devonshire

100%


TBC100%

Change Agents (100%)Horizontal Change Agent: Jon BullVertical Change Agent: Alex YeatesCentral Change Agents: Pete Rawcliffe, John Wallace, Caspar RitchieOps Change Agents Wave 1: Dave Shade, Simon Hill, Paul Wellfare, Steve Voss, Neil Trump, Joanna Howie, Lynsey McManus, Joanna Pendry, Alan Dunbar, Sue Bamford, Nigel Fry,

Managers in scope (50%)Hannah Wheeler, Adrian Coll, Richard Ley, Tracy Hamilton, Christine Stevenson, Leigh Wilson, Paulette Moses, Noel Davis, Steve Voss, Anne Louise Barrett

MIS Roles:MIS Lead: Ian Moody100%Dashboard implementer: 1 x tba 100% SPC Lead: P Coulton to advise 1 x 30%Performance Board Implementer: 1 x 100%

Process writer: Peter Lincoln

Comms:Jude Hartness

Project ManagerLaura-Anne Blight

100%

Comms LeadDi Carter

33%

IR LeadMatt Rogers

5%

People Roles:Senior HRBP: Greg Clark 30%OD Consultant: Prateek Sinha 30%Contracting Facilitation: Yasmin Chiu (2 days)

Service delivery – Paul Taylor

Central resources allocated to SM&O sub Wave

ttt 22

Service Infrastructure - TIS Lean Wave 1 Resource Model

Lean Coach Arne Tonnesson

50%


50%

A1 MIS Lead:Tba 20%

Learning CaptureAndy Beeton

20%


15%

Execution Lead J. Hayes 20%

Wave Leadership TeamUnit DirectorPaul Weir 50%

Lean LeaderNeha Damani/

Ian Symington100%

Ops Change Leads Del Clifford/Derek

Sincock/Barbara M-Young 50%

HRBPSharon Gotsell/

Natalie Krista

50%

Lean Navigator Chris Simmonds

100%


Sue Pownall/Coral Dyer 100%

Change Agents (100%)Horizontal Change Agent: Kevin CollinsVertical Change Agent: Simon MaskillCentral Change Agents: Rob Schnaar, Steve Joyce, Chris GibsonOps Change: Helen Thorpe, James Barnes, Dave Eveleigh, Greg Hay Lord, Laura Calver, Simon Gange, Chris Davey. Ian Asquith, Andy StevensOps Change Agents from W2 : Ian Pashley, Pauline McManus, Robin Hall, Patrick Moloney, Chris TurnerOther Change Agents: Tony Butler; Charles Virgo

People Roles:Senior HRBP: Jan Sim 20%OD Consultant: Willson Hau 30%Contracting Facilitation: Yasmin Chiu (2 days)

Managers in scope (50%)Sian Price, Ian Darby, Leighton Evans, Chris Wilcox, Christophe Williams, Elizabeth Lamas, Gary Turnbull, Graeme Cunningham, Mike Heseltine, Simon Lambert, Raj Shah, John Unsworth, Alan Burnham, Mitch Lockett, Robert Mochalski, Jeff Eldrige, Scott Northover, Clive Boley, Owen Forth, Ian Asquith, Andy Stevens, Colin Marston, Tony Rhodes, Julian Archer, Kuldip Singh ;

MIS Roles:MIS Lead: Suraj Naik/Maggie Tromans 100%Dashboard implementer: 1 x tba 100% SPC Lead: P Coulton to advise 1 x 30%Performance Board Implementer: 1 x 100%

Process writer: Geoff Street 100%

Comms:Sam Collins 20%

Project ManagerAdele Cooper

80%

IR LeadMatt Rogers

5%

Comms LeadDi Carter

10%

IR LeadMatt Rogers

5%

Central resources allocated to SM&O sub Wave

ttt 23

Service Management - SM&O Lean Wave 1 Resource Model

Lean CoachPaul Stokoe

50%


50%

A1 MIS Lead:Tba 20%

Learning CaptureAndy Beeton

20%


15%

Execution Lead J. Hayes 30%

(SI 20%)

Wave Leadership TeamUnit DirectorDougie Anderson 50%

Lean LeaderJason Zawadzki/Moira Kan

100%

Ops Change Lead Owen Moody

50%

HRBPNancy Collinson

50%

Lean Navigator Neil Hickman

100%


Sam Franks100%

Change Agents (100%)Horizontal Change Agent: Trevor HardyVertical Change Agent: Graham McManusCentral Change Agents: Ian Woodman, Ray Cox, Simon BanceOps Change Agents (Owen’s area): Mario Poma, Andy Kurdynowski, John Lee, Euan WalkerOps Change Agents (DA) :Paul Smith, Alan Cassidy, Ops Change Agents (MdW): Dave Leese, David Stubberfield

People Roles:Senior HRBP: tba (current vacancy)OD Consultant: Willson Hau 30%Contracting Facilitation: Yasmin Chiu (2 days)

Managers in scope (50%)Jim Skinner, John Rodaway, Raj Sanghera, Keith Bird, David Anderson, Simon Smith, Kevin Telfer, John Norman

MIS Roles:MIS Lead: Steve Tilley 100%Dashboard implementer: 1 x tba 100% SPC Lead: P Coulton to advise 1 x 30%Performance Board Implementer: 1 x 100%

Process writer: Vikki Turnbull 100%

Comms:Shez Hussain 20%

Project ManagerKalpana Kanani

100%

IR LeadMatt Rogers

5%

Comms LeadDi Carter

10%

IR LeadMatt Rogers

5%

lean service update bt operate. lean service is one of the four strategic themes for bt operate...

Documents

kick of event cpcp

lean service vision

lean service update

efficient processes

performancemaking processes

work flows

event level

customer expectations