•
BT Wholesale sponsors the Comms National
Awards as part of our investment in customer
relationships in the channel.
•
Our Q2 CARE scores show that BT Wholesale
reaches an all-time high Employee
Engagement Index (EEI) score of 3.89 in
Q2 13/14 – we’re one of the higher scoring
lines of business on this measure. EEI and
Performance Index reaching the industry telco
benchmark. 3.89. Managers with EEI over 4
increased again.
•
We launch the Leadership Challenge this year to
give our senior leaders the tools and support to
be the best leaders possible to drive success for
Wholesale, BT and our people. All our SMT are in
the process of completing the Challenge.
•
We had a fantastic result on our
Q2 CSAT scores (outturn of 75.5)
– exceeding our P6 target of 71.0
and delivering the strongest CSAT
performance since we moved to the
online survey 18 months ago. One of
our customers said in
Period 6:
•
After an excellent Q1 for RFT, Q2 was more
of a struggle, seeing storms in the summer, a
number of systems issues and a couple of own
goals by our own service teams. We swing into
action with a tight list of programmes across
BTW and our suppliers to get back on track.
Continuous Improvement gets some great
traction in MSL: for example, we were wasting
time and money taking vehicles back and forth
between Hull and the BT workshop in York. We
are now using local Hull repair and servicing
functionality, which has been a real boost for the
team. Elsewhere in MSL we’ve also delivered
automation of the System X error and
Warning error removal process and seen
off another time consuming non value add
activity removing ‘Job Log’ in Intelligent
Voice. Thanks everyone for your efforts
– here’s to more success next year.
“Working with BTW over the last six
months, I’ve noticed that there now
seems to be a more focused and genuine
aim of helping us as a customer”
