Service Delivery Quality Management

1. Service Delivery Quality Management SDQM

2. Agenda • Intro / Why do we need to further define Quality check standards? • What are we doing? • How will we use quality checks? • What does look like / Example Report • Employee Feedback • Performance Management • Communications • Next Steps

3. Why do we need to further define Quality check standards? • Within the newly formed UK Data & Voice teams there is a requirement to standardise processes. • To support Lean manufacturing in pursuit of continuous improvements across UK Voice & Data Service Delivery. • This new quality check process - Service Delivery Quality Management (SDQM) - will be used to improve RFT, sustain best practice and reducing rework. • Does not change normal practices; automates an existing manual processes • As part of The two-way performance deal – supporting effective and fair job standards

4. What are we doing? • Trialing the use of an existing system called ROSITA • In use for 10 years with Retail and GS • Simple to use and transparent • Comprehensive suite of reports • Adaptable to new products / demands • Current 5 Teams involved in a trial across UK Data Service Delivery • Building example quality check documents • Carrying out trial checks & reports • Testing system functionality

5. How will we use quality checks? • A quality check form will be built for each function in the process flow for a specific product. • As part of the normal process, Managers will carryout at least 1 check per quarter with each team member. • The results will be collated and used to identify • Process deficiencies • Generate Lean manufacturing improvements • Coaching opportunities

6. What does it look like?

7. Example report

8. Employee Feedback Following our existing trial key feedback from our weekly review calls is: • Good and simple system • Takes same time spent as at present - takes 30 – 60 minutes to complete with the manager depending on complexity. • We know own result Managers feedback - Comparison of the checks is needed to ensure continued consistency and fairness across UK Data and Voice

9. Performance Management • In line with existing practices and measurements • Change is from manual to automation processes • Individual has better sight of checks than previously which enables a better flow of communication with the manager • Quality contributes to the “What”, as well as Output • Supports consistent job standards • Helps ensure fairness • SDQM results are a factor when assessing performance* * further work required to include quality check definitions into job standards

10. Communications • Overview at Director level • Process overview to senior managers • Pilot feedback to CWU • Detailed operational level communications and training with team members and their managers

11. Next Steps By 03/09/2011 By 30/09/2011 By 30/11/2011 Q4 Appoint leads across all process flows & share ROSITA Build initial quality checks Check for consistency Put in place pilot quality check programme Review results Gain wider feedback across team members Check for consistency Take onboard feedback , make adjustments, feed back to CWU & launch Ongoing system & process review