Sponsored by: Paul Holl & Heide BaumannPresented by FLM’s North & South

April/May 2012

Achieving a High Performance Culture

2012/13

Where we need to get to

We want Service Delivery to be the place where our people ….

• Are passionate about what they do, where they really believe in and want to do their best for the customer

• Can perform to the best of their ability and are recognised for doing a great job

• Are fully supported by their managers and can develop their skills

• Have the opportunity to take on challenging roles

• Take responsibility for understanding and delivering the expected standards and behaviours

Set high standards & help people achieve them

Standardise actions to take following levelling

Improve engagement

What are our priorities for 2012/13?

Set high standards & help people achieve them

Get things ‘Right First Time’ to be number one for customer service

Dedicated to helping our people thrive

in a changing world

Set high standards & help people achieve them

I know what is expected of me to help BT to be number one for

customer service

3.91

My manager does a good job of explaining the reasons behind major

decisions

3.95

I think my performance on the job is evaluated fairly

3.41

20% of our people are telling us they do not know what the

standards are we expect

20% = 267 of our people

‘untapped potential’

What are people are telling us ….

Why do we need job standards?

– Job standards ensure people understand the basic requirements and expectations of their role

– They give managers and individuals an objective structure to base their assessment on

– People need to understand how their role contributes to the overall strategy. This helps to deliver that strategy as everyone is aligned in their efforts

Set high standards & help people achieve them

What are job standards

– A job standard describes the basic requirements of a role:• The core activities and outputs required• The basic behaviours or capability requirements for the role• Regulatory or legal requirements applicable to the role

Set high standards & help people achieve them

Assessing individual performance

ContextAlignment with

business performance and peer group

“How”-Key capabilities

-Customer feedback-Peer to peer

feedback-Participation in extra activities

“What”-Job standards

-People manager job standards

-Personal Objectives/ KPI’s

-Business measures

Set high standards & help people achieve them

To read, understand and question your job standards with you manager. Familiarise yourself with the do’s / don’t

capabilities and the two way performance deal

To talk to your manager about how he/she differentiates on performance in your skill set. Does your evidence for 11/12

align with capabilities and his/her differentiation?

Our success depends on having a high performance environment – we all need to deliver against these

standards in order to be successful! WHAT DO YOU NEED FROM ME IN RETURN FOR YOUR COMMITMENT TO THIS?

The commitment I need from you today….

Q&A