BT Retail – Transformation Programme
CWU and BT Retail have been in negotiations for many months on the component parts of the Transformation Programme in BT Retail. These have now concluded and affected members in Customer Services (except OS/DQ) and Consumer Sales will have the opportunity to vote on these changes. The CWU recommends you vote yes. On this page you will find information about the changes and the ballot.
The main elements of discussion have been around:
· Performance Management/Management Style
· Attendance Transformation/Resourcing
Performance Management / Management Style
This is about creating a cultural shift in the way managers manage
people and creating a working environment where people want to work
and are treated with respect and consistency.
The main aims of the 'Together We Will Make a Difference'
document are:
· Promote and embed the values and behaviours required from
all our people.
· Engendering excellent operational leadership at all levels
of management across BT Retail.
· Focus on nurturing talent, creating a motivational and
supportive work environment and treating people with respect and
consistency.
· Acknowledging that performance management hasn't always
operated in the best way.
· Encouraging managers to lead by example.
· Ensuring individuals are valued for their contribution and
supported to be the best they can be.
The CWU is working with BT to ensure that this agreement is
implemented throughout BT Retail.
Click here to read the signed copy of
Together We Will Make A Difference.
Attendance Transformation
In
order to provide a customer service at a time when the customer
demands, and to maximise BT UK employment which will facilitate the
return of work from India as well as third party outsourcers, there
have been a sequence of complex negotiations around the attendance
patterns to create a long term sustainable solution that will meet
the customer needs and protect the jobs for BT people in the UK.
There are two main elements of those negotiations:
· The establishment of a single Customer Driven Attendance Contract which will cover all advisors in Customer Service (apart from advisors in Operator Service) and Consumer Sales
· The creation of new attendance options via the new 'Pick n Mix' web tool.
It is the strong view of the CWU Telecoms Executive that failure to secure the work from India will ultimately result in job losses here in the UK and redundancies.
Therefore, in order to secure jobs, the CWU believes that in the new Customer Driven Attendance Contract (CDAC) we have secured the flexibility and other associated benefits that will provide something for everyone.
Attendance Options - Pick n Mix
This is an exciting new opportunity as advisors will be able to choose from a number of generic attendance options that will best suit their needs.
At a top level there will be 14 different ways to structure the overall shape of the working week. Each one then has a huge number of potential variants via a capability within the Pick and Mix tool to further customise them and best align them to individual personal preferences. For example:
· 5 Day week, more lates, no weekends
· 5 Day week with some lates and some Saturdays
· 5 Day week, every Saturday, zero/minimal lates
· 4 Day week Plus half day on Tuesday, Wednesday, Thursday or Saturday
· 14 Days minimal lates, some weekends
· 14 Days more lates no weekends
· 14 Days zero/minimal lates, every Saturday and every Sunday
· 9 Days minimal lates some weekends
· 9 Days more lates no weekends
· 9 Days zero/minimal lates, every Saturday and every Sunday
· 4 Day week, some lates, with 3 in 4 full weekends
· 4 Day week, some lates and some weekends
· 3 Day week plus half day Saturday
· 3 Day week, inc weekends.
Please click on the demonstration video to find out more about how the Pick n Mix tool works. You will need to be a member and log in to the members' section to view this.
The mock up Pick'n'Mix Tool is now available.
Individuals will now have the opportunity to familiarise themselves
with how to use the Attendance Tool and a wide range of sample
attendances will be available to demonstrate the variety and choice
of different attendance patterns based on the generic options. A
phased announcement will be made across the LOB's to minimise
any additional impact on service and to be cautious in ramping up
Pick n Mix.
Ballot Information
All CWU members in Customer Services (except
Operator Service) and Consumer Sales will be eligible to take part
in the consultative ballot.
This will be in electronic format and details of how to vote and the ballot timetable will be available shortly.
The CWU Telecoms Executive is recommending that all members vote 'Yes' in the forthcoming ballot.
Further information
Please click here to access briefings which have been sent out by CWU on these issues over the past few months, as well as to view the video clip. You will need to log in to the members area to view these - if you don't have your log on details, please email membership@cwu.org with your full name and membership number.
