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

Site Visit: 11th September in Newcastle

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 should attend? 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%

Book your site visit places

Site visits are not open to direct competitors and the hosts can refuse access to the site visit should they consider you as a competitor. If you have any concerns about this please do contact the main office on 03331235960 or email and we can check with the host in advance of the event. Places are also limited to 2 delegates per organisation per visit.

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Take a look at these articles, videos and links
2017 Innovation Award Winners
2017 Innovation Awards Finalists, Site Visits and Case Studies


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