1. In Confidence
Building a better business update

2. Topics covered MSL Organisation Model Why & How we are changing re-cap
Original Model
Refined Model
Why & How we are changing re-cap
The Refined Model – explained

3. Original MSL Operating Model

4. Refined BTMSL Organisation Model
Reporting Universe
Operations
MSL Service Management
Service management
Vendor Management
Reporting Simplified
Demand Planning
Service Introduction & Change Control
Network Management Operations
Plan & Build & Field Engineering
MSL Front Door
Business Development
Contract Change & Bid Feasibility
Incremental Work Tracking
Contract Change & Product Introduction
New Business Introduction
Lean Service
OSS introduction & change management
Multi Customer Access Solution

5. Why are we changing?
Design the organisation to meet the needs of the customer
Multi-customer organisation, reflecting the services we provide
END
Drive up performance
Scalability and greater geographic spread
Increase future profitability
Ease of on-boarding new contracts & demonstrable portfolio
Become the MNS provider of choice
Moving to an industry standard of Managed Services
In Commercial Confidence

6. How are we going to change?
People
We will invest in you, to grow your expertise
Detailed Learning Plan to enable multi-customer working
Process
Working with you to re-engineer our processes to ensure Lean delivery of service across our business
Technology
We are investing in a multi-customer access solution which will enable us to access any customer from any site.
In Commercial Confidence

7. MSL Operating Model
Design the organisation to meet the needs of the customer
Multi-customer organisation, reflecting the services we provide
The focus on the model design so far has been on the Operational teams and creating service streams in this area, outstanding was the review of the central functions which is now complete and has been signed off by Mark Whitley. At this time we also took the opportunity to review the Plan & Build & Field operations which had previously been separate, in order to create greater accountability and alignment of the end to end processes we have brought these areas under one Head Of position.

8. Central Functions Model
Increase future profitability
MSL Front Door – currently this function within MSL has mixed Focus and
Remit, as it includes the Virgin Media Planning & Engineering team,
project management and feasibility studies.
The refined model sees this function reverting to what MSL needs it to be in order
for us to focus on growing the business, and being able to respond to the
opportunities for incremental work on existing contracts and new business,
focused on making assessments on capability, effort and availability in response to
requirements coming into our business.

9. Central Functions Model
Increase future profitability
Process
Service Introduction & Change Currently this sits within the Front Door as some individuals project managing the introduction of new services and incremental contract requirements and handing them over to In-life operations. At the moment this process is ad-hoc and mainly built around one individual contract. The Service Introduction & change team will be focused on this end to end process, which will improve customer experience and reduce risk at operational handover as well as increasing the focus on successful business growth. This team will also be managing any major organisational change such as the Building a Better Business Program. In line with the BT Operate Lean program this team will also as an output of the BBB program introduce Lean Thinking and practices.

10. Central Functions Model
Drive up performance
Increase future profitability
MSL Service Management Today Service Managers work direct to the Director of MSL and independently of each other, performance, vendor management and service improvement is matrix managed across multiple teams. This model creates greater focus on Service Management seeing proactive vendor management, service improvement and performance sat within a single group. The Head of this function will have single accountability for the performance and cost benefits of contracts across MSL.

11. Next Steps
The next steps specific to the implementation of the Model are as follows:
Comms
Engage CWU presenting the refined model and comms plan.
Implementation
Detailed scoping of the new roles within the high level structure
Sign off of new role descriptions
Determine terms and conditions for new roles
Advertise roles
Analysis of old v new structure to determine implications for existing employees
Determine options for existing employees
Agree appointments process