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Overcoming challenges of change and transformation with BT Telconsult
The Business Process Organisation & Design practice can help carriers and service providers with change programmes of various magnitudes, from simple change to achieve greater efficiency by rationalizing and redesigning process through to major change supporting organisational transformation.
We have helped launch start-ups, merge multiple operations and transform organisations from government-run to private enterprise.
The key disciplines of our practice include all the elements to assist you with a change or transformation programme:
- Business Process
- Human Resources (HR) Strategy & Organisational Design (OD)
- Change Management & Communication
- Benefits Mapping & Realisation
- Programme Management
Our goal is to increase the profitability of our clients by reducing cost or creating new opportunities. We base our approach on BT's customer experience journey - putting the customer first - creating an organisation and supporting processes that enable this to happen.
BT Telconsult's Business Process Organisation & Design (BPOD) practice leverages the learning and experience from organisation development projects with our external clients, and the insights from BT's own business transformation.
Services
Business Process:
Reduce cost, remove waste and increase quality and efficiency.
Our services in this area include process audit, process redesign and establishing customer-centric service journeys. We can use eTOM, ITIL or BT's own process management framework "Right First Time" (RFT). Our process management framework spans the entire organisation, covering concept-to-market, lead-to-cash, and trouble-to-resolve with consistent process quality metrics.
BT is recognised as a leader for process design and business modelling in the telecoms market, especially for our approach to customer service journeys and our drive to remove duplication.
HR Strategy & Organisation Design
Improve efficiency, cost and/or quality though rationalisation, restructure or acquisition and merger.
BT Telconsult can provide support for the move to a customer-centric organisation. BT's experience with its own transformation and its frequent and successful mergers and acquisitions can provide real insight and experience, enabling converged operations to gain maximum synergies, to reduce duplication and therefore cost.
BT is seen as the benchmark for HR and staff performance transformation, score card and RFT, so we can assist clients who wish to adopt new ways of motivating staff and increasing performance. We offer BT's mergers and acquisitions and OD experience, plus BT's in2great methodology, to clients who are considering a merger and want to see how the other company’s organisation will fit with their own.
Change Management & Communications
Improve an organisation’s response to change and enable it to benefit sooner.
Our change management service helps our customers to benefit earlier from their change programmes by inspiring their people with a sense of urgency and by giving them objectives and understanding. We tackle this at the top with leadership coaching and development and at the grass roots with interaction and consistent communication, making the change real and establishing ownership of the outcomes.
BT's recent transformation is a text-book example of how change should be managed and communicated to ensure success. This experience means that BT Telconsult can help increase the likelihood of success when changing systems, processes, organisation structure, pay and rewards or all of these.
Our Executive Development Board uses lessons learnt from industry and academia to help boards and senior management teams define and test their business strategy and consider how best to execute it. The Board provides BT business experience plus world-class mentoring from Harvard Business School.
Benefits Mapping & Realization
Improve the identification and tracking of benefits to enable faster and more reliable delivery.
Organisations expect to benefit from their change programmes, yet a significant number of them fail to measure the results. They do not define measurable objectives, monitor improvements or assess the outcome so they cannot tell in empirical terms whether their transformation has succeeded or not. They perceive benefits or lack of them based on inaccurate data. To realize the greatest benefit from change, a company must plan, monitor and manage the results.
Our approach helps the organisation to plan how and when the business will respond to the delivery of enablers by the change project. It also helps the project team understand its impact on the business.
We help decide and document which outcomes and benefits to monitor, why, and how to report on them. We gain agreement and commitment from programme management and business sponsors and help establish a benefits baseline.
A better view of the possible benefits allows the organisation to target the areas that will deliver and get the benefit faster, measure the return against the benchmark, protect the benefits from unforeseen circumstances and even gain greater benefits by seeing where they interact and can potentially generate additional outcomes and benefits.
Programme Management
Improve the chances of success by delivering transformation to quality, budget and time.
BT's unique combination of unparalleled industry experience, robust programme delivery methodology and practical knowledge of major business transformation gives clients the ability to set up a Programme Management Office (PMO) quickly, train staff and transfer the operation to them once it is running. Our services include a PMO in a box, a programme health check and related services as required.
Experience
A few of our current projects include:
- Supporting a Middle Eastern incumbent in the establishment of a new mobile company in a neighbouring country
- Helping a North African incumbent rationalise and stabilise its set-up activities for new companies across Africa
- Assisting an Asian incumbent to review and change its organisation structure and focus on the customer, using BT's customer service journeys as a basis for its own new framework
BT Telconsult has the experience to help you manage your change programme, backed up by the industrial-strength methodologies and approaches used in BT. We are The telecoms consulting practitioner.
For further information on how BT Telconsult can help you, please see our website or contact your account manager.
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