Committed to Quality

Quality Story

Delivering quality through our people.





We are creating a place where our people are encouraged, empowered, recognised and rewarded for delivering an excellent customer experience.







Developing and training our people
We use many different training courses and activities to develop BT people at all levels for instance executive coaching and career mentoring. The approach is accredited by Investors in People. It ensures everybody has plans in place to focus on developing excellent professional and personal skills and capabilities in support of local objectives and business strategy. This is supported by training in more advanced improvement tools where required. These tools are designed to help everyone in BT Retail work in a quality way.

My Customer 'Everything begins and ends with the customer'
My Customer started in 2003 as the major employee engagement programme for BT Retail. The aim of the programme is to make everyone put the customer first in all day to day and strategic activities. A series of activities have been deployed including Back to the Floor, the Challenge Cup, Working Together and Ebouquet and most recently Customer Connected. BT Group adopted my customer in 2004.

We want to harness the enthusiasm, experience and creativity of all of our people. We also expect people to share good practice and be involved in improvement activities.

We recognise that this is not just about getting involved in the big things but also about what our people can do on a smaller scale from day to day.

Getting involved means generating ideas for improvement, joining the my customer Challenge Cup teams, taking part in key strategic change programmes, as well as initiatives within their own team. We support these activities with a website where our people can add and share ideas and also learn about improvement tools and techniques.

We also encourage our people to become actively involved in society. Initiatives include providing time for working in schools, supporting charity and voluntary work, getting involved in public service, and acting as assessors on regional and national quality awards.

Recognising and rewarding our people
We recognise and reward our people, particularly for noteworthy achievements and performance - it's a key strand of all our strategic programmes.

Our recognition scheme supports every area of our work from a simple 'thanks2U' webcard to the annual award ceremonies for role models of the values across BT.

Recognition in BT is focused on the BT values Trustworthy, Helpful, Straightforward, Inspiring and Heart.

Measuring how satisfied our people are
Since the early 1990's, BT has routinely measured the attitude of its people. In BT we have introduced the CARE survey, values survey and Employee Engagement Index. CARE gives everyone in BT an opportunity to express their opinion about BT the leadership, their role, the values, teamwork, worklife balance and management style.

Results from the survey are benchmarked both with business units across the BT Group and with external organisations and are used to drive improvement activity.



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