1. BTO Transformation Operational Team Briefings Lean Maturity Assessment and Day in the Life Of

2. Message from the Sponsor “You’ve probably heard about our new strategy, and the four themes we’re implementing to change the way we work. One of those themes is ‘be lean’. The be lean theme will improve our business by making sure that we create and use processes that help and don’t hinder our ability to deliver great service. ‘Lean Service’ builds on the excellent work of the Service Manufacturing and Service Intelligence programmes and is intended to move our operation to the next level of maturity. You have been nominated by your operational director to help assess the processes we use currently, so that we understand what we need to improve and how. We have developed a ‘Lean Maturity Assessment’ to help measure how lean BT Operate currently is. We will use ‘Day in the Life Of’ activities to help us understand exactly what happens in our business at an operational level. The data we collect will be used to make informed recommendations to the team responsible for designing how we will implement lean in our organisation (the Operate way). Applying lean thinking to our business presents us with several opportunities. People will be empowered to make decisions and to take ownership of the continual improvement of the processes which underpin our operation. This means each of our people will be better able to carry out their role and contribute to the delivery of an enhanced customer experience. Please give your full support to facilitating this data collection. Your knowledge of how we currently work will be invaluable in helping us improve our processes, and meet our overall objectives of improving the quality of the customer experience, and reducing the time and cost of delivering that experience.” Mark Whitley – MD Service Delivery BT Operate 1 Issue 1 – Diagnostics Data Collection

3. What is Lean? Lean Service is a continual learning journey to provide our customers with what they need, when they need it at the lowest possible cost to the business. It challenges everyone to increase value to the customer by identifying and eliminating waste

4. Lean Maturity Assessment 2 Issue 1 – Diagnostics Data Collection This is a 37 question survey which will be used across Operate to assess the current lean health of the organisation You are asked to answer the questions to reflect the team and area you currently work in The purpose of this exercise is to collect data to measure ‘how lean’ the organisation is and will be used only for this purpose We are at the start of the journey, don’t be put off by unusual terminology or questions that maybe do not currently apply You may be asked to provide support for your answers in the form physical evidence for calibration If you are unclear about what the question means please ask for clarification The results of this survey will be used to map ‘how lean’ BT Operate is and to make recommendations to the team implementing lean principles

5. Day in The Life Of 2 Issue 1 – Diagnostics Data Collection The ‘Day in the Life Of’ observation is essentially to see what people do, how they do it and why this happens. This is a purely observational exercise to understand how a typical day is at the operational level from a lean perspective. The observer will make notes throughout the day about the activities and may ask some questions for clarity The results will be used to see how ‘lean’ our current way of doing things is and identify areas of best practice

6. Our “Asks” of you 2 Issue 1 – Diagnostics Data Collection The Ambition: To get an overview of BT Operate from a lean perspective Please help us by: Working with our team to facilitate the completion of a Lean Maturity Survey and Day in the Life Of Observation in your area. Completing the survey openly to represent the current situation in your area Providing for your answers where required. Facilitating a representative ‘Day in The Life Of’ observation Inputting your views

7. How will we use the Information Captured? 3 Issue 1 – Diagnostics Data Collection The results from the ‘Lean Maturity Assessment’ and ‘Day in the Life of Observation’ will assist the Diagnostics team and you in a number of ways: It will give a holistic overview of BT Operate in lean terms. It is a way to assess, through the use of a simple data collection, the degree to which Lean Principles are currently used throughout the business It will be an input into how we prioritise and sequence operational teams to be targeted, in order to build a rollout plan for the execution phase. It will help everyone to understand what “Lean” is and how this translates to improved productivity, customer experience and empowerment in the organisation. They will help identify areas where there is an opportunity to deliver an enhanced customer experience through the adoption of lean principles It will identify teams that can be used as models/exemplars for specific capabilities. We can learn from these teams and tap into their real experience of what the end state looks, feels, and sounds like.