1 09/10 Improved right first time measures for BT Group For lead to cash we have to do all these to...
10
1 09/10 Improved right first time measures for BT Group For lead to cash we have to do all these to get it ‘right first time’ We deliver the entire service on-time All promises made are kept It is simple and easy for customers to contact us Customer doesn’t have any issues within 28 days Customer is billed correctly For trouble to resolve we have to do all these to get it ‘right first time’ All promises made are kept Customer doesn’t have any further issues within 28 days The issue must be resolved or closed as promised Customers do not have any issues in the first place It is simple and easy for customers to contact us ….
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Transcript of 1 09/10 Improved right first time measures for BT Group For lead to cash we have to do all these to...
1
09/10 Improved right first time measures for BT GroupFor lead to cash we have to do all these to get it ‘right first time’
We deliver the entire
service on-time
All promises made are
kept
It is simple and easy for customers to
contact us
Customer doesn’t have any issues within 28
days
Customer is billed
correctly
For trouble to resolve we have to do all these to get it ‘right first time’
All promises made are
kept
Customer doesn’t have any further
issues within 28 days
The issue must be
resolved or closed as promised
Customers do not have
any issues in the first place
It is simple and easy for customers to
contact us
….
2
09/10 Improved right first time measures in BT RetailFor lead to cash we have to do all these to get it ‘right first time’
We deliver the entire
service on-time
All promises made are
kept
It is simple and easy for customers to
contact us
Customer doesn’t have any issues within 28
days
Customer is billed
correctly
Our Customers do not give up whilst waiting to speak to usor need to call back and are dealt with by our first agent.
Measures:Abandoned CallsFCR (Consumer)Transfers (Bus)
We arrive at thetime we promise for all appointments and we don’tcancel the customers order.
Measures:CancellationsAppointments Met
All elements of the order are completed on or before the date we promised to the customer
Measures:On Time Delivery
If the customer has a problem with their bill we resolve it completely so they don’t need to call in again
Measures:Billing OCR
The customer does not raise a fault or help request within 28 days
Measures:ELFs
For Retail, that means…
3
09/10 Improved right first time measures in BT RetailFor trouble to resolve we have to do all these to get it ‘right first time’
All promises made are
kept
Customer doesn’t have any further
issues within 28 days
The issue must be
resolved or closed as promised
Customers do not have
any issues in the first place
It is simple and easy for customers to
contact us
….
Our Customers do not give up whilst waiting to speak to usor need to call back and are dealt with by our first agent.
Measures:Abandoned CallsFCR (Consumer)Transfers (Bus)
We arrive at the time we promise for all Appointments
Measures:Appointments Met
The issue is closed to customer satisfaction on or before the date we promise
Measures:On Time Resolve
The customer does not raise a Subsequent fault or help request within 28 days
Measures:Repeat reports
We reduce the number of T2R events (faults and help) and improveoverall Service Reliability
Measures:Incoming Calls (Cons)T2R Events (Bus)
For Retail, that means…
4
09/10 Improved right first time measures in BT Global ServicesFor lead to cash we have to do all these to get it ‘right first time’
We deliver the entire
service on-time
All promises made are
kept
It is simple and easy for customers to
contact us
Customer doesn’t have any issues within 28
days
Customer is billed
correctly
When customerscontact us to place an order the information is captured clearly and concisely so we don’t have to re-contact
Measures:Sales order quality
We arrive at thetime we promise for all appointments and we don’tcancel the customers order
Measures:Appointments MetCancellations*
All elements of the order are completed on or before the date we promised to the customer
Measures:On Time Delivery
Our bills are accurate such that the customer has no issues preventing payment on the due date
Measures:Billing accuracyBill Payment on-time
The customer does not raise a fault or help request within 28 days
Measures:ELFs
For Global Services, that means…
5
09/10 Improved right first time measures in BT Global ServicesFor trouble to resolve we have to do all these to get it ‘right first time’
All promises made are
kept
Customer doesn’t have any further
issues within 28 days
The issue must be
resolved or closed as promised
Customers do not have
any issues in the first place
It is simple and easy for customers to
contact us
….
Our Customers do not give up whilst waiting to speak to us
Measures:Abandoned Calls*
We arrive at the time we promise for all Appointments
Measures:Appointments Met
The issue is closed to customer satisfaction on or before the date we promise
Measures:On Time Resolve
The customer does not raise a Subsequent fault or help request within 28 days
Measures:Repeat reports
Our servicesare reliable and offer excellent availability
Measures:Reliability (MTBF)Availability
For Global Services, that means…
6
09/10 Improved right first time measures in BT WholesaleFor lead to cash we have to do all these to get it ‘right first time’
We deliver the entire
service on-time
All promises made are
kept
It is simple and easy for customers to
contact us
Customer doesn’t have any issues within 28
days
Customer is billed
correctly
Our Customers can use our business to business interfaces at all times thus not impacting nordelaying theiroperations
Measures:Gateway and Portal availability
All elements of the order are completed on or before the date we promised to the customer
Measures:On Time Delivery
Our bills are accurate such that the customer has no cause to raise a query
Measures:Billing Queries to Bills Ratio
The customer does not raise a fault or help request within 28 days
Measures:ELFs
For Wholesale, that means…
We arrive at thetime we promise for all appointments and we don’tcancel the customers order.
Measures:Cancellations*Appointments Met
7
09/10 Improved right first time measures in BT WholesaleFor trouble to resolve we have to do all these to get it ‘right first time’
All promises made are
kept
Customer doesn’t have any further
issues within 28 days
The issue must be
resolved or closed as promised
Customers do not have
any issues in the first place
It is simple and easy for customers to
contact us
….
Our Customers can use our business to business interfaces at all times thus not impacting nordelaying theiroperations
Measures:Gateway and Portal availability
We arrive at the time we promise for all Appointments
Measures:Appointments Met
The issue is closed to customer satisfaction on or before the date we promise
Measures:On Time Resolve
The customer does not raise a Subsequent fault or help request within 28 days
Measures:Repeat reports
For Wholesale, that means…
We reduce the number of T2R events (faults and help) and improveoverall Service Reliability
Measures:T2R Events
8
09/10 Improved right first time measures in BT OpenreachFor lead to cash we have to do all these to get it ‘right first time’
We deliver the entire
service on-time
All promises made are
kept
It is simple and easy for customers to
contact us
Customer doesn’t have any issues within 28
days
Customer is billed
correctly
Our Customers can use our business to business interfaces at all times thus not impacting nordelaying theiroperations
Measures:Gateway and Portal availability
All elements of the order are completed on or before the date we promised to the customer
Measures:On Time Delivery
Our bills are accurate such that the customer has no cause to raise a query
Measures:Billing Queries to Bills Ratio
The customer does not raise a fault request within 28 days
Measures:ELFs
For Openreach, that means…
We arrive at thetime we promise for all appointments and we don’tcancel the customers order.
Measures:Cancellations*Appointments Met
9
09/10 Improved right first time measures in BT OpenreachFor trouble to resolve we have to do all these to get it ‘right first time’
All promises made are
kept
Customer doesn’t have any further
issues within 28 days
The issue must be
resolved or closed as promised
Customers do not have
any issues in the first place
It is simple and easy for customers to
contact us
….
Our Customers can use our business to business interfaces at all times thus not impacting nordelaying theiroperations
Measures:Gateway and Portal availability
We arrive at the time we promise for all Appointments
Measures:Appointments Met
The issue is closed to customer satisfaction on or before the date we promise
Measures:On Time Resolve
The customer does not raise a Subsequent Fault request within 28 days
Measures:Repeat reports
For Openreach, that means…
We reduce the number of T2R events (faults)and improveoverall Service Reliability
Measures:T2R Events
10
Concept to Market RFT measures
Product launched on
the latest customer
confirmed data
We achieve 95% RFT for L2C in the first calendar month after launch (or on a glide path agreed with Group)
The order is closed on or before
the date we promise
We arrive at the time we promised for
any appointment
Customer doesn’t
abandon the call
The product or service must not fail within 28 days
Customer billed
correctly for the service
The order is closed on or before
the date we promise
We arrive at the time we promised for
any appointment
Customer doesn’t
abandon the call
The product or service must not fail within 28 days
Customer billed
correctly for the service
The order is closed on or before
the date we promise
We arrive at the time we promised for
any appointment
Customer doesn’t
abandon the call
The product or service must not fail within 28 days
Customer billed
correctly for the service
We achieve 95% RFT for T2R in the first calendar month after launch (or on a glide path agreed with Group)
Appointment offered within the lead time for that type
of fault
The problem must be fixed or closed on the promised
day
We arrive at the time we promised for
any appointment
A fault doesn’t
happen again within 28
days
Customer doesn’t
abandon the call
Appointment offered within the lead time for that type
of fault
Appointment offered within the lead time for that type
of fault
The problem must be fixed or closed on the promised
day
The problem must be fixed or closed on the promised
day
We arrive at the time we promised for
any appointment
We arrive at the time we promised for
any appointment
A fault doesn’t
happen again within 28
days
A fault doesn’t
happen again within 28
days
Customer doesn’t
abandon the call
Customer doesn’t
abandon the call
Launched Product delivers 100% of the Priority 1 requirements (the Minimum Market Feature Set)
