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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.

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Presentation on theme: "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."— Presentation transcript:

1 Lean Service Update BT Operate

2 Lean Service is one of the four strategic themes for BT Operate running from 2011 to 2014 BT Operate 2014 Vision 2 Theme B

3 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?

4 Lean Service vision SOURCE: McKinsey Having the right mindset Organising our people and developing their skills Managing our performanceMaking 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. 4

5 MOBILISATION AS IS TO BE PLANNING & IMPLEMENTATION PHASE EVENTS & CONTROL POINTS 7 th Dec – 13 th Jan 16 th Jan – 7 th February 6 th Feb – 4 th May MOBILISATION KICK-OFF EVENT Level 1 Pilot Phase 7 th Dec – 13 th Jan 16 th Jan- 18 th Jan DATA CAPTURE 19 th Jan – 7 th February RE-DESIGN WORKSHOP 6 th Feb – 10 th Feb PLANNING & IMPLEMENTATION 13 th Feb – 4 th May Dec 2011 Ops C.A Facilitation Training 19 th Dec Induction Call Manager Boot-camp 4 th -6 th Jan C.A Bootcamp 9 th – 13 th Jan 6 th – 10 th February Re-Design Workshop 16 th -18 th Jan Kick of Event CPCP 20 th Jan CPCP 27 th Jan CPCP 3 rd Feb CPCP 10 th February CPCP CPCP CPCP CPCP CPCP CPCP CPCP CPCP CPCP CPCP CPCP 31 st Jan / 1 st Feb VOC/True North Workshop 26 th March Baseline against Lean Capabilities 23 rd April Baseline against Lean Capabilities D4D4 VOC PROCESS EFFICIENCY PERF MGT ORG & SKILLS MINDSET & BEHABIOURS Programme Level Outputs Outputs 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 1 st target condition Outline Priorities for next 18 months to 2 years High Level Process Maps Routing by Walking around (1 st 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 (1 st 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 1 st Target condition Weekly Checkpoint Calls (Wks 5-16)

6 6 Lean Service Approach AS IS (3-Weeks) TO BE (2-Week) IMPLEMENTATION Process Map(s) per flow developed As Is Value Stream Map created Review Process Performance Routing By Walking About to capture what is actually happening in each process Create To Be Value Stream Map Leadership Review & Feedback 1 st Target Condition with implementation plan Leadership Approval Meeting – TO BE & 1 st Target Condition Leadership Approval Meeting – 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 1 st Target Condition

7 7 WaveQ3 11/12Q4 11/12Q1 12/13Q2 12/13Q3 12/13Q4 12/13Q1 13/14Q2 13/14Q3 13/14Q4 13/14 OctNovDecJanFebMarAprMayJunJulyAugSepOctNovDecJanFebMarAprMayJunJulyAugSepOctNovDecJanFebMar 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 D2D3 Mobilisation Planning (8 wks) Mobilisation (3 wks) Mobilisation (3 wks) Wave Execution (16 wks) Wave Execution (16 wks) Wave Benefits (4 wks) Wave Benefits (4 wks) Wave Mandate (3 wks) Wave Mandate (3 wks) 16 Wks Wks 3 3 x 3 16 Wks Wks 3 3 x 2 x 5 16 Wks Wks Wks Wks 3 3 x 4 High Level Wave Roll Out Plan – Waves 1 to 5 (Updated for Latest Roll Out Plan) x 5 16 Wks Wks Wks Wks 3 3 x 5 x 7 16 Wks Wks Wks Wks 3 3 x 2 x 6 16 Wks Wks Wks Wks 3 3 x 4 (TBC) Olympics 7

8 Key Events of Wave 1 (up to Re-design week) DateActivityWho needs to be thereLocation Jan 4-6 th 2012 Mobilisation: Manager Bootcamp (Induct the Management team in LEAN tools capabilities) Managers (GM – FLM), Central change team, HRBPYarnfield Jan 9 th - 12 th 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 Yarnfield Jan 16 th – 18 th 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 31 st Jan – 1 st Feb 2012 Voice of Customer / True North WorkshopDirector/ GMs, LL, Navigator and True North Central Change Agent London TBA 6 th – 10 th Feb 2012 Re-design week: First day is ‘as-is’ following days to agree 1 st Target Condition and ‘To-be’ MD, Director, GMs, L2, L1, Central change team and operational change agents, HRBP Yarnfield

9 9 Agreed Wave Roll Out Plan 28 October Issue 2 Pete Stewart Network Services ABDA –ABDC. 219 Pete Stewart Network Services ABDA –ABDC. 219 Paul Taylor ISDN/WLR ABVA. 173 Paul Taylor ISDN/WLR ABVA. 173 Mike Cook MEAS & HE Planning ABMA & C. 190 Mike Cook MEAS & HE Planning ABMA & C. 190 Pete Stewart Network Services HE ABDB ABDC. 170 Pete Stewart Network Services HE ABDB ABDC. 170 Paul Taylor ISDN, WLR. ABVB 197 Paul Taylor ISDN, WLR. ABVB 197 Mike Cook MEAS & HE Planning ABMA,B &D. 141 Mike Cook MEAS & HE Planning ABMA,B &D. 141 Wave 1 Dave Dobson Int Voice, IPT, LAN, Pcct. ABI 177 Dave Dobson Int Voice, IPT, LAN, Pcct. ABI 177 Neeraj Khanna GCI Functional 257 (see notes) Neeraj Khanna GCI Functional 257 (see notes) Paul Holl FEN Midlands ABN4 & ABN Paul Holl FEN Midlands ABN4 & ABN Wave 2Wave 3Wave 4Wave 5 Dave Dobson Non UK.ABIC,D & F. 173 Dave Dobson Non UK.ABIC,D & F. 173 Dave Dobson Non UK ABIA,H & J 158 Dave Dobson Non UK ABIA,H & J 158 Paul Holl FEN Scotland ABN1 & ABN Paul Holl FEN Scotland ABN1 & ABN Total = 937Total = 1786Total = 2228Total = 1930Total = 1196 Mark Williamson Capacity Management Migrations & Integrate ABEC,H.200 Mark Williamson Capacity Management Migrations & Integrate ABEC,H.200 Mark Williamson Capacity Management ABEE2 & Mark Williamson Capacity Management ABEE2 & Mark Williamson Capacity Management 21CN Cap & Delivery ABEC,D,H 250 Mark Williamson Capacity Management 21CN Cap & Delivery ABEC,D,H 250 Mark Williamson Capacity Management 21CN. ABEC,D &H 250 Mark Williamson Capacity Management 21CN. ABEC,D &H 250 Heide Baumann FES NHC. ABSI = 210 Heide Baumann FES NHC. ABSI = 210 Heide Baumann FE South West ABS = 250 Heide Baumann FE South West ABS = 250 Heide Baumann FES Inner London ABS = 241 Heide Baumann FES Inner London ABS = 241 Heide Baumann FES Outer London ABS = 272 Heide Baumann FES Outer London ABS = 272 Paul Holl FEN Wales & WN ABN5 & ABN Paul Holl FEN Wales & WN ABN5 & ABN Paul Holl FEN North West ABN3 & ABN Paul Holl FEN North West ABN3 & ABN Dougie Anderson Business Services AUA. 108 Dougie Anderson Business Services AUA. 108 Paul Weir VoiP. ARF 220. Paul Weir VoiP. ARF 220. Marc de Witt Int & Contracts AUC. 239 Marc de Witt Int & Contracts AUC. 239 Dougie Anderson Wholesale & PCCT AUA = 264 Dougie Anderson Wholesale & PCCT AUA = 264 Tony Jamieson DCs, Tech Svcs ARE4 & Tony Jamieson DCs, Tech Svcs ARE4 & Martin Greenan Network Platforms ARQ. 112 Martin Greenan Network Platforms ARQ. 112 Dougie Anderson Wholesale & Change AUA25./AUA = 203 Dougie Anderson Wholesale & Change AUA25./AUA = 203 Tony Jamieson Enterprise Infrast. ARE Tony Jamieson Enterprise Infrast. ARE Joe Barry TV & Media AUB. 208 Joe Barry TV & Media AUB. 208 Marc de Witt Global Network Ops AUC. 127 Marc de Witt Global Network Ops AUC. 127 Paul Weir Event Mgt ARF. 260 Paul Weir Event Mgt ARF. 260 Martin Greenan ASG ARQ. 263 Martin Greenan ASG ARQ. 263 Pete Stewart Network Services ABDD & E. 27 Pete Stewart Network Services ABDD & E. 27 Heide Baumann FES SHCABS Heide Baumann FES SHCABS Security TBC Security TBC Paul Holl FEN North East ABN2 & ABN Paul Holl FEN North East ABN2 & ABN Pete Stewart Network Services MPLS ABDB ABDC. 143 Pete Stewart Network Services MPLS ABDB ABDC. 143 Heide Baumann FES Inner London Trading ABS3M 113 Heide Baumann FES Inner London Trading ABS3M 113 Paul Weir Event Mgt / 21C =236 Paul Weir Event Mgt / 21C =236

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

11 Pete Stewart – in scope organisation David Rowley London Richard Foxall ABDB Howard Ambrose ABDB1 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) Jeff Rawlings ABDB2 Mark Slade ABDB 25 FTE = x C3 11 Wolverhampton Simon Dutton ABDB3 Mark Hill ABDB 33 FTE = 8 8 x C3 2 Bedford, 2 Glasgow, 1 Leicester, 1 Nottingham, 1 Birmingham, 1 Coventry Matt Rothery ABDB 31 FTE = x C3, 1 x D1 7 Romford, 7 London Lenort Facey ABDB 34 FTE = x C3 5 In Esher, 7 London Gary Skeats ABDB 26 FTE = x C3; 2 x D1 6 Exeter, 1 Dudley, 3 Birmingham, 2 Skelmersdale, 1 Sheffield, 2 London

12 Mike Cook – in scope organisation David Rowley London Olwen Hill ABMA Keith Vincent ABMA 1 Stephen McNaught ABMA 11 FTE = 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 Mike Cook ABM Tom Collins ABMC Campbell Ingram ABMC 11 FTE = x C3; 2 x D1 All located in Glasgow Laura Wilson ABMC 12 FTE = x C3; All located in Glasgow Steve Higgins ABMC 11 FTE = 18 1 x C1; 1 x C2; 15 x C3 All located in Wolverhampton Malcolm Potter ABMC 11 FTE = x C3; 1 x D1 All located in Walsall Kirsty Smith ABMC 11 FTE = x C3 All located in Walsall Paul Hampson ABMC 11 FTE = x C3 All located in Oswestry

13 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 21 FTE =1 22 FTE =1 LocationGradeNo of Emp Class LocationGradeNo of Emp Class LocationGradeNo of Emp Class LocationGradeNo Emp Class LocationGradeNo of Emp Class BIRMINGHAM 1RegBRIGHTONB21RegBLACKBURN 1Reg C21RegALDERSHOTC32Reg BRIGHTONC21Reg EDINBURGH 1RegALDERSHOTD11Reg BRIGHTONC34Reg EDINBURGHC219RegBOLTONC31Reg DORKING 1Reg EDINBURGHC31RegBOURNEMOUTHC31Reg DORKINGC24Reg BOURNEMOUTHD11Reg DORKINGC32Reg BRISTOLC32Reg WOLVERHAMPTONB23Reg DORCHESTER 1Reg WOLVERHAMPTONC24Reg DUNDEEC31Reg WOLVERHAMPTONC31Reg LEEDSD11Reg LONDONC36Reg LONDOND12Reg PRESTOND11Reg 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 FTE =15 FTE =7 25 FTE =22 FTE =16 LocationGradeNo of Emp Class LocationGradeNo Emp Class LocationGradeNo Emp Class LocationGradeNo of Emp Class LocationGradeNo of Emp Class LocationGradeNo Emp Class EDINBURGHC23RegEDINBURGHC24RegBRISTOLD12Reg C31Reg C31RegBRISTOLC32Reg GLASGOW 1RegGLASGOWC29RegNEWCASTLE UPON TYNED11RegILFORDC31RegLONDONC39RegTAUNTONC21Reg GLASGOWC214RegGLASGOWC32RegORPINGTON 1RegLIVERPOOLC31RegWORTHING 1RegTAUNTONC310Reg ORPINGTONC31RegLONDONC34RegWORTHINGC311RegTAUNTOND13Reg ORPINGTOND11RegOSWESTRYC32Reg ROMFORDC31RegPORTSMOUTHC32Reg WORTHING 1Reg WORTHINGC313Reg KEITH GALLON GERWYN WILLIAMS NEIL LOVELOCK MIKI WILLIAMS RAPHAEL ANTHONY/ANIL PATILMOSES 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 = FTE =57 LocationGradeNo of Emp Class LocationGradeNo of Emp Class LocationGradeNo Emp Class LocationGradeNo Emp Class LocationGradeNo Emp Class LocationGradeNo Emp Class BIRMINGHAM 1RegBOURNEMOUTHC31RegAYLESFORDC31RegLONDON 1RegPUNECCON1SC-BMUMBAICCON43SCD BIRMINGHAMC21RegCARDIFF 1RegDAGENHAMD11Reg PUNECCON26SCDMUMBAICCON13TPA KIDDERMINSTERC31RegCARDIFFC34RegLONDON 1Reg PUNECCON1SC-B LONDONC24RegLONDONC21RegLONDONC32Reg PUNECCON3SCD OSWESTRYB21RegLONDOND11Reg PUNE CCON1SCD Heat_Map_Wave_2_SD_subWave_PT_Draft_213 Sean Donovan

14 Dougie Anderson – in scope teams (Business Services) John Rodaway – AUA14 Service Improvement & Commercial Manager Functions: Commercial Management of the Wipro contract and leadership of service improvement Cambridg e STST0 5 1 Re g Eccles NEET0 5 1 Re g ExeterD11 Re g 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) Keith Bird– AUA11 Customer Relationship and MBN Manager Functions: Customer Escalation Management and MBN Escalation Management Eccles MBN Team Leeds MBN Team Raj Sanghera – AUA13 Customer Relationship and Supplier Management Functions: Wipro Management, Service Improvement and Performance Management Escalation Management Service Introduction Avaya Relationship Owen Moody – AUA1 General Manager Business Services Accountable for the operation of Business Services

15 Dougie Anderson – in scope teams (Business Switch) David Anderson – AUA122 Glasgow Switch Service Manager Functions: GS Tickets 2 nd Line Glasgow9 Simon Smith– AUA123 Birmingham Switch Service Mgr Functions: GS Tickets and Advice 2 nd Line Birmingham5 Functions: 24 Hr UK Business Switch Support Birmingham3 Middlesbrough3 Functions: FE Support Birmingham4 4 Functions: MMU Birmingham2 Monument1 1 Marion Poma – AUA121 Leeds Switch Service Manager Functions: BTR Tickets and Advice Line 2 nd Line Leeds13 Leeds1 Functions: BTR Tickets and FE Support 3 rd Line Leeds3 Stockport1 1 Kevin Telfer – AUA124 UK Switch Service Manager Functions: Business Switch Technical Managers Birmingham1 Croydon3 Functions: 3 rd Line Glasgow1 Croydon1 Romford1 Cambridge2 Birmingham2 John Norman– AUA125 Baynard Switch Service Manager Functions: GS 2 nd Line Baynard9 Wipro – AUC99 Offshore Resource Functions: BTR & GS Tickets and Advice Line 2 nd Line Pune51 Chennai16 Offshore Resource Onshore Resource Business Switch Products Avaya RedVersatility Avaya Blue - CTILake MeridianMitel 300 ISDX Lake/NorstarBCM

16 Dougie Anderson – in scope teams (Managed Business Networks) Wipro – AUC99 Offshore Resource Functions: BTR & GS Tickets and Advice Line 2 nd Line Pune35 Offshore Resource Willie Boyd – AUA11 MBN Service Manager Functions: GS MBN CPE Tickets Leeds2 6 3 Eccles4 7 Birmingham2 Onshore Resource Managed Business Network Products CLAN CS Matrix TellePresence Wavestream CISCO WAN/LAN CISCO IPT GHUCS

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

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

19 Central resources allocated to SD sub Wave ttt19 Service delivery - Pete Stewart Lean Coach Arnie Tonneson 33% Aim Coach Caroline Evans 33% A1 MIS Lead: Mike Trotter A1 MIS Lead: Mike Trotter People Lead Jenny Allen 15% Execution Lead TBC (SD 20%) Wave Leadership Team Unit Director Pete Stewart 50% Unit Director Pete Stewart 50% Lean Leader Barry Atkins 100% Lean Leader Barry Atkins 100% Ops Change Lead Richard Foxall, Chris Berryman, Gary Thwaites,,Narinder Rayit 50% Ops Change Lead Richard Foxall, Chris Berryman, Gary Thwaites,,Narinder Rayit 50% HRBP Murray Phair 50% HRBP Murray Phair 50% Lean Navigator Haydn Singleton 100% Lean Navigator Haydn Singleton 100% Behavioural Change consult. Neil Jackson (TBC) 100% Behavioural Change consult. Neil Jackson (TBC) 100% 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 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) 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. 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% 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 Process writer: Angie Driver Comms: Jude Hartness Comms: Jude Hartness Project Manager Stuart Saberton 100% Project Manager Stuart Saberton 100% Comms Lead Di Carter 33% IR Lead Matt Rogers 5%

20 Central resources allocated to SD sub Wave ttt20 Lean Coach Arnie Tonneson 33% Aim Coach Caroline Evans 33% A1 MIS Lead: Mike Trotter A1 MIS Lead: Mike Trotter Execution Lead TBC (SD 20%) Wave Leadership Team Unit Director Mike Cook 50% Unit Director Mike Cook 50% Lean Leader Raj Vyas 100% Lean Leader Raj Vyas 100% Ops Change Lead Tom Collins & Olwen Hill 50% Ops Change Lead Tom Collins & Olwen Hill 50% HRBP Simona Cilenti 50% HRBP Simona Cilenti 50% Lean Navigator Alistair Hall 100% Lean Navigator Alistair Hall 100% Behavioural Change consult. Lucie Emerson (TBC) 100% Behavioural Change consult. Lucie Emerson (TBC) 100% 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. 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. Managers in scope (50%) Olwen Hill; Keith Vincent; 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% 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 Process writer: Kathryn Haworth Comms: Chris Marshall Comms: Chris Marshall Project Manager Darren Collyer 100% Project Manager Darren Collyer 100% Comms Lead Di Carter 33% IR Lead Matt Rogers 5% People Lead Jenny Allen 15% People Roles: Senior HRBP: Gae Kennedy 30% OD Consultant: Chetna Shah 30% Contracting Facilitation: Yasmin Chiu (2 days) People Roles: Senior HRBP: Gae Kennedy 30% OD Consultant: Chetna Shah 30% Contracting Facilitation: Yasmin Chiu (2 days) Service delivery – Mike Cook

21 Central resources allocated to SD sub Wave ttt21 Lean Coach Arnie Tonneson 50% Aim Coach Caroline Evans 50% A1 MIS Lead: Mike Trotter People Lead TBC Jenny Allen 15% Execution Lead TBC (SD 20%) Wave Leadership Team Unit Director Paul Taylor 50% Unit Director Paul Taylor 50% Lean Leader Nicola Buckle100% Lean Leader Nicola Buckle100% Ops Change Lead Sean Donavan 50% Ops Change Lead Sean Donavan 50% HRBP Rebekah Evans 33% HRBP Rebekah Evans 33% Lean Navigator Ian Devonshire 100% Lean Navigator Ian Devonshire 100% Behavioural Change consult. TBC 100% Behavioural Change consult. TBC 100% 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, 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, 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 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% 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 Comms: Jude Hartness Project Manager Laura-Anne Blight 100% Project Manager Laura-Anne Blight 100% Comms Lead Di Carter 33% IR Lead Matt Rogers 5% People Roles: Senior HRBP: Greg Clark 30% OD Consultant: Prateek Sinha 30% Contracting Facilitation: Yasmin Chiu (2 days) People Roles: Senior HRBP: Greg Clark 30% OD Consultant: Prateek Sinha 30% Contracting Facilitation: Yasmin Chiu (2 days) Service delivery – Paul Taylor

22 Central resources allocated to SM&O sub Wave ttt22 Service Infrastructure - TIS Lean Wave 1 Resource Model Lean Coach Arne Tonnesson 50% Aim Coach Caroline Evans 50% A1 MIS Lead: Tba 20% A1 MIS Lead: Tba 20% Learning Capture Andy Beeton 20% People Lead Jenny Allen 15% Execution Lead J. Hayes 20% Wave Leadership Team Unit Director Paul Weir 50% Unit Director Paul Weir 50% Lean Leader Neha Damani/ Ian Symington100% Lean Leader Neha Damani/ Ian Symington100% Ops Change Leads Del Clifford/Derek Sincock/Barbara M- Young 50% Ops Change Leads Del Clifford/Derek Sincock/Barbara M- Young 50% HRBP Sharon Gotsell/ Natalie Krista 50% HRBP Sharon Gotsell/ Natalie Krista 50% Lean Navigator Chris Simmonds 100% Lean Navigator Chris Simmonds 100% Behavioural Change consult. Sue Pownall/ Coral Dyer 100% Behavioural Change consult. Sue Pownall/ Coral Dyer 100% 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 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) 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 ; 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% 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% Comms: Sam Collins 20% Project Manager Adele Cooper 80% Project Manager Adele Cooper 80% IR Lead Matt Rogers 5% Comms Lead Di Carter 10% IR Lead Matt Rogers 5%

23 Central resources allocated to SM&O sub Wave ttt23 Service Management - SM&O Lean Wave 1 Resource Model Lean Coach Paul Stokoe 50% Aim Coach Caroline Evans 50% A1 MIS Lead: Tba 20% A1 MIS Lead: Tba 20% Learning Capture Andy Beeton 20% People Lead Jenny Allen 15% Execution Lead J. Hayes 30% (SI 20%) Wave Leadership Team Unit Director Dougie Anderson 50% Unit Director Dougie Anderson 50% Lean Leader Jason Zawadzki/Moira Kan 100% Lean Leader Jason Zawadzki/Moira Kan 100% Ops Change Lead Owen Moody 50% Ops Change Lead Owen Moody 50% HRBP Nancy Collinson 50% HRBP Nancy Collinson 50% Lean Navigator Neil Hickman 100% Lean Navigator Neil Hickman 100% Behavioural Change consult. Sam Franks 100% Behavioural Change consult. Sam Franks 100% 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 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) 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 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% 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% Comms: Shez Hussain 20% Project Manager Kalpana Kanani 100% Project Manager Kalpana Kanani 100% IR Lead Matt Rogers 5% Comms Lead Di Carter 10% IR Lead Matt Rogers 5%


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