Sponsored by: Paul Holl & Heide Baumann Presented by FLM’s North & South April/May 2012 Achieving a High Performance Culture 2012/13

Where we need to get to We want Service Delivery to be the place where our people …. Are passionate about what they do, where they really believe in and want to do their best for the customer Can perform to the best of their ability and are recognised for doing a great job Are fully supported by their managers and can develop their skills Have the opportunity to take on challenging roles Take responsibility for understanding and delivering the expected standards and behaviours Set high standards & help people achieve them

Standardise actions to take following levelling Improve engagement What are our priorities for 2012/13? Set high standards & help people achieve them Get things ‘Right First Time’ to be number one for customer service Dedicated to helping our people thrive in a changing world

Set high standards & help people achieve them I know what is expected of me to help BT to be number one for customer service 3.91 My manager does a good job of explaining the reasons behind major decisions 3.95 I think my performance on the job is evaluated fairly % of our people are telling us they do not know what the standards are we expect 20% = 267 of our people ‘untapped potential’ What are people are telling us ….

Why do we need job standards? – Job standards ensure people understand the basic requirements and expectations of their role – They give managers and individuals an objective structure to base their assessment on – People need to understand how their role contributes to the overall strategy. This helps to deliver that strategy as everyone is aligned in their efforts Set high standards & help people achieve them

What are job standards – A job standard describes the basic requirements of a role: The core activities and outputs required The basic behaviours or capability requirements for the role Regulatory or legal requirements applicable to the role Set high standards & help people achieve them

Assessing individual performance Context Alignment with business performance and peer group “How” -Key capabilities -Customer feedback -Peer to peer feedback -Participation in extra activities “What” -Job standards -People manager job standards -Personal Objectives/ KPI’s -Business measures

Set high standards & help people achieve them To read, understand and question your job standards with you manager. Familiarise yourself with the do’s / don’t capabilities and the two way performance deal To talk to your manager about how he/she differentiates on performance in your skill set. Does your evidence for 11/12 align with capabilities and his/her differentiation? Our success depends on having a high performance environment – we all need to deliver against these standards in order to be successful! WHAT DO YOU NEED FROM ME IN RETURN FOR YOUR COMMITMENT TO THIS?  The commitment I need from you today….

Q&A