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Welcome |
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Our Quality Charter |
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Dedication to Customers |
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Committed to Quality |
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Improving the Customer Experience |
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Delivering through our People |
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Working Together |
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Our Accreditations |
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How everything we do reinforces our commitment to quality
From the focus of our strategy through to the way we work from day to day, we aim to create an outstanding customer experience. Implementing our strategy Improving customer satisfaction while simultaneously reducing the cost of failure is our number one priority. This is a job for everyone in BT Retail, beginning at the top. The BT Retail Leadership Team is actively involved in driving quality throughout the business. They have set the expectation by creating the Quality Charter and they are demonstrating their commitment through their development and stewardship of a strategy that puts quality at the heart of everything we do. Our strategy focuses on creating an outstanding customer experience, creating value for our shareholders and creating the place to work. The strategy, and the progress we are making towards achieving it, is regularly communicated to everyone in BT Retail. We implement the strategy through scorecards balanced across four strategic areas (financial, customer, process, people) and a series of programmes. The scorecards play a critical role in helping us deliver and track the progress of our strategy. We manage change in the business through a set of programmes linked to our strategic objectives. Each programme is owned by a senior manager. The Leadership Team regularly reviews the results of these programmes. Each of the business units produces detailed business plans and a balanced scorecard. Senior managers are rewarded for achieving personal objectives tied into these scorecards. The Leadership Team reviews the progress in achieving our goals on a monthly basis. The Team also reviews the continued appropriateness of the programmes and strategy through a series of scheduled workshops. Alongside these reviews, we hold innovation workshops where people are invited to contribute ideas for new business opportunities to help us achieve our goals. The innovation workshops are just one of the ways we encourage our people to get involved in moving our business forward. So we can quickly capitalise on new business opportunities, we have established innovation units where we incubate new ventures. We know that in order to continuously improve the customer experience we have to continuously improve the skills and know-how of our people. To this end we have, for example, developed an Excellence In Management training programme which uses BT's own technology and culminates in an official graduation hosted by the CEO. Driving quality through BT Retail Effective management systems and strategy Running our business to deliver a superb customer experience. Performance management Systematically analysing and improving performance. Innovation Stimulating new thinking and ideas and turning them into innovative products, services, ventures and ways of working. Getting everyone involved Harnessing the enthusiasm, experience and creativity of our people. Training Giving our people the skills to continuously improve. |
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Tell me more  |
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