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Lean Service Update BT Operate

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1 Lean Service Update BT Operate

2 BT Operate 2014 Vision Theme B In Q4 2011, the BT Operate board asked McKinsey (a consultancy firm) to spend 12 weeks within the organisation to help shape the strategic approach for the LoB for the next 3 years This work completed in early Q1 11/12 and the strategic approach has now been signed off and forms the vision through to 2014 Lean Service is Theme B – it is sponsored by Mark Whitley (MD of Service Delivery) the initiative owner is Michelle van Der Peet and Sheree Lacy (L2C process) and Nick Clark (T2R process) Lean Service links to all of the other themes and in particular to Theme D – Execution Edge, which is about role clarity Lean Service is one of the four strategic themes for BT Operate running from 2011 to 2014

3 What is Lean Service? 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.

4 Listening to our customers
Lean Service vision Having the right mindset Organising our people and developing their skills Managing our performance Making processes more efficient Our 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. SOURCE: McKinsey

5 Define 1st target conditions – owners & milestones
7th Dec – 13th Jan 16th Jan – 7th February MOBILISATION 6th Feb – 4th May PHASE AS IS PLANNING & IMPLEMENTATION TO BE 7th Dec – 13th Jan 16th Jan- 18th Jan 19th Jan – 7th February Level 1 Pilot Phase MOBILISATION 6th Feb – 10th Feb 13th Feb – 4th May D4 KICK-OFF EVENT DATA CAPTURE RE-DESIGN WORKSHOP PLANNING & IMPLEMENTATION 3rd Feb 27th Jan Weekly Checkpoint Calls (Wks 5-16) 20th Jan 10th February Dec 2011 Ops C.A Facilitation Training Manager Boot-camp 4th-6th Jan CP CP CP CP CP CP CP CP CP CP CP CP CP CP CP EVENTS & CONTROL POINTS 16th-18th Jan Kick of Event 31st Jan / 1st Feb VOC/True North Workshop 6th – 10th February Re-Design Workshop 26th March Baseline against Lean Capabilities 23rd April Baseline against Lean Capabilities 19th Dec Induction Call C.A Bootcamp 9th – 13th Jan Deliver 1st Target condition Programme Level Outputs Plan Created Resource Mobilised 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 Define 1st target conditions – owners & milestones Deliver Plans sub-wave control Completed D4 Enhanced Wave Design VOC Customers identified High Level Process Maps SIPOC Maps Purpose and Vision doc Process specifications aligned to CTQs Improvement in VOC Lean Maturity score PROCESS EFFICIENCY Agreed scope (start / Stop) Functions defined High Level Process Maps Routing by Walking around (1st Pass draft) SIPOC by Team (x10) inc purpose / vision Value Stream Maps (horizontal) Future State defined Standard work in place Ongoing performance reviews in place New opportunities identified Ideal state defined Improved Lean maturity Self sustaining process performance Outputs by Lens PERF MGT Top Level Operational KPIs SIPOC is a six sigma tool. The acronym SIPOC stands for Suppliers, inputs, process, outputs, customers. A SIPOC is completed most easily by starting from the right ("Customers") and working towards the left. For example: Suppliers - grocers and vendors Inputs - ingredients for recipes Process - cooking at a restaurant kitchen Outputs - meals served Customers - diners at a restaurant A number of six sigma SIPOC references are available, including isixsigma.com [1] and opensourcesixsigma.com.[2] CTQ Tree - Critical to Quality High Level Process Metrics Data Capture Plan 4 weeks Routing by Walking around (1st pass draft) Baseline MCRS Team hold regular perf reviews using improved reports Visual management in place Individual Perf Mgt drives and sustains Lean approach (MCRS Implemented) Improved Lean maturity Self sustaining process and individual performance improvements ORG & SKILLS Organisation Structure Stop / merge existing initiatives Activity Logs by team OD and Role changes identified Location Decisions Made New job descriptions New organisational design Alignment of people to the purpose of the process Improvement in Lean Maturity Index People location plan Target skills matrix plan MINDSET & BEHABIOURS Agreed OEB contract Agreed Sponsor / Ops Contract Union Agreement to Site Vistis Team Leads inducted Team Inducted (job satisfaction baseline) AIM Target Assessment Baseline Care Analysis Reinforcement & Reward Strategy Defined Defined &understood work standards Visible role modelling and reinforcement Managers verify that standard work is followed Improvement in Lean Maturity Index Identify and Agree next target condition

6 Lean Service Approach In-Sub-wave Deferred out of sub-wave AS IS
(3-Weeks) TO BE (2-Week) IMPLEMENTATION In-Sub-wave 1st Target Condition Deferred out of sub-wave Process Map(s) per flow developed Create To Be Value Stream Map Review Process Performance Routing By Walking About to capture what is actually happening in each process – TO BE & 1st Target Condition Leadership Approval Meeting 1st Target Condition with implementation plan As Is Value Stream Map created Operational Sponsor presenting to Business Unit MD and Lean Services Programme Owner to test ambition Leadership Review & Feedback

7 High Level Wave Roll Out Plan – Waves 1 to 5 (Updated for Latest Roll Out Plan)
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 L2C1 T2R 1 L2C2 T2R 2 L2C3 T2R 3 L2C4 T2R4 L2C5 Security Central Prog x 3 Olympics 3 8 Wks 3 16 Wks 4 x 2 3 8 Wks 3 16 Wks 4 x 5 3 8 Wks 3 16 Wks 4 x 4 3 8 Wks 3 16 Wks 4 x 5 16 Wks 4 3 8 Wks x 7 16 Wks 4 3 8 Wks x 2 x 6 16 Wks 4 3 8 Wks x 4 (TBC) Implement C of E Communications including stakeholder and IR engagement Wave Mandate (3 wks) Mobilisation Planning (8 wks) Mobilisation (3 wks) Wave Execution (16 wks) 7 Wave Benefits (4 wks)

8 Key Events of Wave 1 (up to Re-design week)
Date Activity Who needs to be there Location Jan 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 2012 Mobilisation : 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 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’

9 Agreed Wave Roll Out Plan - @ 28 October 2011. Issue 2
Pete Stewart Network Services ABDD & E. 27 Pete Stewart Network Services HE ABDB ABDC. 170 Dave Dobson Int Voice, IPT, LAN, Pcct. ABI 177 Dave Dobson Non UK.ABIC,D & F. 173 Dave Dobson Non UK ABIA,H & J 158 Pete Stewart Network Services ABDA –ABDC. 219 Pete Stewart Network Services MPLS ABDB ABDC. 143 Paul Taylor ISDN, WLR. ABVB 197 Neeraj Khanna GCI Functional 257 (see notes) Heide Baumann FES SHCABS 216 Paul Taylor ISDN/WLR ABVA. 173 Mike Cook MEAS & HE Planning ABMA,B &D. 141 Heide Baumann FE South West ABS = 250 Heide Baumann FES Inner London ABS = 241 Heide Baumann FES Inner London Trading ABS3M 113 Heide Baumann FES NHC. ABSI = 210 Heide Baumann FES Outer London ABS = 272 Paul Holl FEN Midlands ABN4 & ABN67 233 Mike Cook MEAS & HE Planning ABMA & C. 190 Paul Holl FEN Scotland ABN1 & ABN64 229 Mark Williamson Capacity Management ABEE2 & Mark Williamson Capacity Management 21CN. ABEC,D &H 250 Paul Holl FEN North West ABN3 & ABN Dougie Anderson Business Services AUA. 108 Paul Holl FEN Wales & WN ABN5 & ABN68 230 Marc de Witt Int & Contracts AUC. 239 Joe Barry TV & Media AUB. 208 Mark Williamson Capacity Management Migrations & Integrate ABEC,H .200 Dougie Anderson Wholesale & PCCT AUA = 264 Paul Weir VoiP. ARF 220. Dougie Anderson Wholesale & Change AUA25./AUA = 203 Mark Williamson Capacity Management 21CN Cap & Delivery ABEC,D,H 250 Paul Holl FEN North East ABN2 & ABN66 276 Tony Jamieson DCs, Tech Svcs ARE4 & Marc de Witt Global Network Ops AUC. 127 Martin Greenan Network Platforms ARQ. 112 Tony Jamieson Enterprise Infrast. ARE Security TBC Paul Weir Event Mgt ARF. 260 Martin Greenan ASG ARQ. 263 Paul Weir Event Mgt / 21C =236 Total = 937 Total = 1786 Total = 2228 Total = 1930 Total = 1196

10 Wave 1 – in scope teams Pete Stewart Mike Cook Paul Taylor
Dougie Anderson Paul Weir

11 Pete Stewart – in scope organisation
Richard Foxall ABDB Jeff Rawlings ABDB2 Simon Dutton ABDB3 Howard Ambrose ABDB1 Mark Slade ABDB 25 FTE = 11 11 x C3 11 Wolverhampton Gary Skeats ABDB 26 FTE = 15 13 x C3; 2 x D1 6 Exeter, 1 Dudley, 3 Birmingham, Skelmersdale, Sheffield, London Bob Page ABDB11 FTE = 9 2 x C2; 7 x C3 4 in Brighton 1 Bristol 4 Dorking Ian Goulcher ABDB 15 FTE = 15 3 x C1, 7 x C2; 5 x C3 14 in Wolverhampton 1 Homeworker Martin Geraghty ABDB 18 No FTE (Team recently closed) Mark Hill ABDB 33 FTE = 8 8 x C3 2 Bedford, 2 Glasgow, 1 Leicester, 1 Nottingham, 1 Birmingham, 1 Coventry David Rowley London Matt Rothery ABDB 31 FTE = 14 13 x C3, 1 x D1 7 Romford, 7 London Lenort Facey ABDB 34 FTE = 12 12 x C3 5 In Esher, 7 London

12 Mike Cook – in scope organisation
ABM Olwen Hill ABMA Tom Collins ABMC Keith Vincent ABMA 1 Laura Wilson ABMC 12 FTE = 21 20 x C3; All located in Glasgow Campbell Ingram ABMC 11 FTE = 22 19 x C3; 2 x D1 All located in Glasgow Stephen McNaught ABMA 11 FTE = 15 14 x C2; 1 x C3 All located in Southampton Nigel Brewer ABMA 12 FTE = 13 6 x C2; 7 x C3 All located in Southampton Mark Gibbs ABMA 13 FTE = 15 8 x C2; 7 x C3 All located in Southampton Paul Hampson ABMC 11 FTE = 22 21 x C3 All located in Oswestry Steve Higgins ABMC 11 FTE = 18 1 x C1; 1 x C2; 15 x C3 All located in Wolverhampton Malcolm Potter ABMC 11 FTE = 21 19 x C3; 1 x D1 All located in Walsall Kirsty Smith ABMC 11 FTE = 15 14 x C3 All located in Walsall David Rowley London

13 Heat_Map_Wave_2_SD_subWave_PT_Draft_2
Paul Taylor – in scope organisation (PSTN/ISDN/WLR) Sean Donovan 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 21 22 Location Grade No of Emp Class No BIRMINGHAM Reg BRIGHTON B2 BLACKBURN C2 ALDERSHOT C3 2 EDINBURGH D1 4 19 BOLTON DORKING BOURNEMOUTH BRISTOL WOLVERHAMPTON 3 DORCHESTER DUNDEE LEEDS LONDON 6 PRESTON 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 Manager ISDN30 Team Manager - UK Voice Service Delivery Operation Manager - UK Voice Service Delivery FTE = 18 15 7 25 22 16 Location Grade No of Emp Class No EDINBURGH C2 3 Reg 4 BRISTOL D1 2 C3 1 GLASGOW 9 NEWCASTLE UPON TYNE ILFORD LONDON TAUNTON 14 ORPINGTON LIVERPOOL WORTHING 10 11 OSWESTRY ROMFORD PORTSMOUTH 13 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 8 3 27 57 Location Grade No of Emp Class No BIRMINGHAM Reg BOURNEMOUTH C3 AYLESFORD LONDON PUNE CCON SC-B MUMBAI 43 SCD C2 CARDIFF DAGENHAM D1 26 13 TPA KIDDERMINSTER 4 2 OSWESTRY B2 PUNE Heat_Map_Wave_2_SD_subWave_PT_Draft_2

14 Dougie Anderson – in scope teams (Business Services)
Owen Moody – AUA1 General Manager Business Services Accountable for the operation of Business Services Keith Bird– AUA11 Customer Relationship and MBN Manager Functions: Customer Escalation Management and MBN Escalation Management Eccles MBN Team Leeds MBN Team Jim Skinner – AUA12 Business 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) Raj Sanghera – AUA13 Customer Relationship and Supplier Management Functions: Wipro Management, Service Improvement and Performance Management Escalation Management Service Introduction Avaya Relationship John Rodaway – AUA14 Service Improvement & Commercial Manager Functions: Commercial Management of the Wipro contract and leadership of service improvement Cambridge STST05 1 Reg Eccles NEET05 Exeter D1

15 Dougie Anderson – in scope teams (Business Switch)
Offshore Resource Business Switch Products Avaya Red Versatility Avaya Blue - CTI Lake Meridian Mitel 300 ISDX Lake/Norstar BCM Wipro – AUC99 Offshore Resource Functions: BTR & GS Tickets and Advice Line 2nd Line Pune 51 Chennai 16 Onshore Resource Marion Poma – AUA121 Leeds Switch Service Manager Functions: BTR Tickets and Advice Line 2nd Line Leeds 13 1 Functions: BTR Tickets and FE Support 3rd Line 3 Stockport David Anderson – AUA122 Glasgow Switch Service Manager Functions: GS Tickets 2nd Line Glasgow 9 Simon Smith– AUA123 Birmingham Switch Service Mgr Functions: GS Tickets and Advice 2nd Line Birmingham 5 Functions: 24 Hr UK Business Switch Support 3 Middlesbrough Functions: FE Support 4 Functions: MMU 2 Monument 1 Kevin Telfer – AUA124 UK Switch Service Manager Functions: Business Switch Technical Managers Birmingham 1 Croydon 3 Functions: 3rd Line Glasgow Romford Cambridge 2 John Norman– AUA125 Baynard Switch Service Manager Functions: GS 2nd Line Baynard 9

16 Dougie Anderson – in scope teams (Managed Business Networks)
Offshore Resource Wipro – AUC99 Offshore Resource Functions: BTR & GS Tickets and Advice Line 2nd Line Pune 35 Onshore Resource Managed Business Network Products CLAN CS Matrix TellePresence Wavestream CISCO WAN/LAN CISCO IPT GHUCS Willie Boyd – AUA11 MBN Service Manager Functions: GS MBN CPE Tickets Leeds 2 6 3 Eccles 4 7 Birmingham

17 Paul Weir – in Scope Organisation
Director TIS (Holborn ATE) Derek Simcock Cambridge Del Clifford Colombo Hse Barbara McNally-Young Oswestry Christophe Williams (El Segundo) Sian Price (Pontyclun) David Rhodes Leavesden 1 Nottingham1 Coventry 1 Gary Turnbull (Edinburgh) Alan Burnham Owen Forth James Barnes Ian Darby Pontyclun 5 HW 4 Bristol 1 Colombo 1 Shrewsbury Chris Davey Colombo 9 Mitch Lockett Colombo 11 Ian Asquith Colombo 2 Tony Rhodes Oswestry 11 Elizabeth Lamas El Segundo 17 Graeme Cunningham HW 3 Derby 1 Exeter 1 Brighton 1 Mike Heseltine Kingston 1 Canterbury 1 Walsall 1 Brighton 1 Adastral 1 Andy Stevens HW 4 Colombo 1 Worthing 1 Stockport 1 Brighton 1 Leavesden 1 Swindon 1 Dundee 1 Jeff Eldridge Colombo 18 Julian Archer Oswestry 10 Chris Wilcox Pontyclun 6 Bristol 4 Plymouth 3 Keybridge 1 HW 1 Chris Boley Adhara 11 Leighton Evans Liverpool 4 Oswestry 4 HW 3 Kuldip Singh Oswestry 12 Simon Lambert Faraday 1 Walsall 1 Bedford 1 Adastral 1 Oswetry 1 Edinburgh 1 HW 1 Robert Mochaiski Colombo 7 Raj Shah Scott Northover Adastral 10 Colin Marston Pontefract 7 Barnsley 1 Dave Eveleigh Pontyclun 5 Sheffield 2 Bristol 1 John Unsworth Colombo 1

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

19 Central resources allocated to SD sub Wave
Service delivery - Pete Stewart Wave Leadership Team Unit Director Pete Stewart 50% Ops Change Lead Richard Foxall, Chris Berryman, Gary Thwaites, ,Narinder Rayit 50% Lean Leader Barry Atkins 100% HRBP Murray Phair 50% Lean Navigator Haydn Singleton 100% Behavioural Change consult. Neil Jackson (TBC) 100% Project Manager Stuart Saberton 100% Central resources allocated to SD sub Wave Execution Lead TBC (SD 20%) Lean Coach Arnie Tonneson 33% Aim Coach Caroline Evans 33% People Lead Jenny Allen 15% IR Lead Matt Rogers 5% Comms Lead Di Carter 33% Change Agents (100%) Horizontal Change Agent: Chris Jones Vertical Change Agent: Barry Lamb Central 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 Stone Ops Change Agents Pilot & Wave 2; Stephen Dorman, Gill Calvert, Mark Newhill Ops 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) Process writer: Angie Driver Comms: Jude Hartness 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% A1 MIS Lead: Mike Trotter Managers in scope (50%) Chris Berryman Narinder Rayit, Gary Thwaites ; Martin Hull; Simon White; Dave Walsh; Howard Ambrose; Jeff Rawlings; Pete Trevorrow; Miki Williams. ttt 19 19

20 Central resources allocated to SD sub Wave
Service delivery – Mike Cook Wave Leadership Team Unit Director Mike Cook 50% Ops Change Lead Tom Collins & Olwen Hill 50% Lean Leader Raj Vyas 100% HRBP Simona Cilenti 50% Lean Navigator Alistair Hall 100% Behavioural Change consult. Lucie Emerson (TBC) 100% Project Manager Darren Collyer 100% Central resources allocated to SD sub Wave Execution Lead TBC (SD 20%) Lean Coach Arnie Tonneson 33% Aim Coach Caroline Evans 33% People Lead Jenny Allen 15% IR Lead Matt Rogers 5% Comms Lead Di Carter 33% Change Agents (100%) Horizontal Change Agent: Fahmida Chowdhury Vertical Change Agent: John Platt Central Change Agents:, Peter McDonagh, Helen Moss, Alan Smith Ops 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. People Roles: Senior HRBP: Gae Kennedy 30% OD Consultant: Chetna Shah 30% Contracting Facilitation: Yasmin Chiu (2 days) Process writer: Kathryn Haworth Comms: Chris Marshall 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% A1 MIS Lead: Mike Trotter Managers in scope (50%) Olwen Hill; Keith Vincent; ttt 20 20

21 Central resources allocated to SD sub Wave
Service delivery – Paul Taylor Wave Leadership Team Unit Director Paul Taylor 50% Ops Change Lead Sean Donavan 50% Lean Leader Nicola Buckle100% HRBP Rebekah Evans 33% Lean Navigator Ian Devonshire 100% Behavioural Change consult. TBC 100% Project Manager Laura-Anne Blight 100% Central resources allocated to SD sub Wave Execution Lead TBC (SD 20%) Lean Coach Arnie Tonneson 50% Aim Coach Caroline Evans 50% People Lead TBC Jenny Allen 15% IR Lead Matt Rogers 5% Comms Lead Di Carter 33% Change Agents (100%) Horizontal Change Agent: Jon Bull Vertical Change Agent: Alex Yeates Central Change Agents: Pete Rawcliffe, John Wallace, Caspar Ritchie Ops 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, People Roles: Senior HRBP: Greg Clark 30% OD Consultant: Prateek Sinha 30% Contracting Facilitation: Yasmin Chiu (2 days) Process writer: Peter Lincoln Comms: Jude Hartness 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% A1 MIS Lead: Mike Trotter 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 ttt 21 21

22 Central resources allocated to SM&O sub Wave
Service Infrastructure - TIS Lean Wave 1 Resource Model Wave Leadership Team Unit Director Paul Weir 50% Ops Change Leads Del Clifford/Derek Sincock/Barbara M-Young 50% Lean Leader Neha Damani/ Ian Symington100% HRBP Sharon Gotsell/ Natalie Krista 50% Lean Navigator Chris Simmonds 100% Behavioural Change consult. Sue Pownall/ Coral Dyer 100% Project Manager Adele Cooper 80% Central resources allocated to SM&O sub Wave Execution Lead J. Hayes 20% Lean Coach Arne Tonnesson 50% Aim Coach Caroline Evans 50% Learning Capture Andy Beeton 20% People Lead Jenny Allen 15% IR Lead Matt Rogers 5% IR Lead Matt Rogers 5% Comms Lead Di Carter 10% Change Agents (100%) Horizontal Change Agent: Kevin Collins Vertical Change Agent: Simon Maskill Central Change Agents: Rob Schnaar, Steve Joyce, Chris Gibson Ops Change: Helen Thorpe, James Barnes, Dave Eveleigh, Greg Hay Lord, Laura Calver, Simon Gange, Chris Davey. Ian Asquith, Andy Stevens Ops Change Agents from W2 : Ian Pashley, Pauline McManus, Robin Hall, Patrick Moloney, Chris Turner Other Change Agents: Tony Butler; Charles Virgo People Roles: Senior HRBP: Jan Sim 20% OD Consultant: Willson Hau 30% Contracting Facilitation: Yasmin Chiu (2 days) Process writer: Geoff Street 100% Comms: Sam Collins 20% 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% A1 MIS Lead: Tba 20% 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 ; ttt

23 Central resources allocated to SM&O sub Wave
Service Management - SM&O Lean Wave 1 Resource Model Wave Leadership Team Unit Director Dougie Anderson 50% Ops Change Lead Owen Moody 50% Lean Leader Jason Zawadzki/Moira Kan 100% HRBP Nancy Collinson 50% Lean Navigator Neil Hickman 100% Behavioural Change consult. Sam Franks 100% Project Manager Kalpana Kanani 100% Central resources allocated to SM&O sub Wave Execution Lead J. Hayes 30% (SI 20%) Lean Coach Paul Stokoe 50% Aim Coach Caroline Evans 50% Learning Capture Andy Beeton 20% People Lead Jenny Allen 15% IR Lead Matt Rogers 5% IR Lead Matt Rogers 5% Comms Lead Di Carter 10% Change Agents (100%) Horizontal Change Agent: Trevor Hardy Vertical Change Agent: Graham McManus Central Change Agents: Ian Woodman, Ray Cox, Simon Bance Ops Change Agents (Owen’s area): Mario Poma, Andy Kurdynowski, John Lee, Euan Walker Ops 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) Process writer: Vikki Turnbull 100% Comms: Shez Hussain 20% 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% A1 MIS Lead: Tba 20% Managers in scope (50%) Jim Skinner, John Rodaway, Raj Sanghera, Keith Bird, David Anderson, Simon Smith, Kevin Telfer, John Norman ttt


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