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

See the full Case Study.

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.

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%