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BT Awards Case Study 2017: From push to pull: empowering local engineers

See the full Case Study, Presentation Slides and Video.

Collaboration between Operations and R&D, plus a new approach to change, put BT’s network and exchange engineers at the heart of designing new methods and technology. Moving from ‘push to pull’ decentralised most task allocation to local engineers and their ‘patch managers’, leveraging their knowledge of engineering, local exchanges and local geography. This model hugely raised engagement and will interest members in back office or field operations. Engineers are fully engaged in the development of new systems, with use of prototyping and continuous improvement methods. Productivity is up 10% in just a year. This releases Central Control to focus on high-priority, ‘jeopardy’ incidents. Sickness is down 7% and carbon emissions cut by a quarter.

Who will learn from this case study? This case study will be of huge interest to anyone with ‘field operations’, with engineers, advisors, surveyors, loss adjusters, installers or other professionals based off-site. Take the chance to see an innovative approach to effective operating practice, in such a large nationwide telecoms operator. 

Key results

  • Productivity up 10%
  • 17% reduction in travel time
  • £9m savings including £4m absorbed by outsource
  • Carbon emissions cut by a quarter
  • Mental health absence down 36%

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Steve
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