in strictest confidence flexible resource unit (fru)
TRANSCRIPT
© British Telecommunications plc
In Strictest Confidence
Content Overview
• Objectives• Current Status • Key Operating Principles• Overview of the New Model• Structure & Workflow of the Flexible Resource Unit
Objectives of Flexible Resource Unit
Service Management
Engineering
Change Consultancy & Advisory Servises
Objectives
•To establish flexible resource units in specific skill areas to; • Support variability in resource demands across the business• Avoid unnecessary short term 3rd party spend• Utilise redeployee resource more effectively
•To establish hubs in response to business need in specific locations across the UK e.g. London Retail Contact Centre, AS&M, Engineering
Flexible resource units established for specific skills and, where relevant specific locations
Current Status
Flexible Resource Units - Current StatusAn initial 80 people, currently on BTTC secondments have been identified, (based on performance and job family) will be moved into the flexible resource units early NovemberInitially the flexible units will be: Change Consultancy & Advisory Services (Business Improvement, Transformation, Project & Programme Mgmt.) but we will also establish a Service Management pool (Contact Centre, Sales, Client Mgmt.) and, potentially, an Engineering Services poolWe are putting in place a new management structure, with a head for each skill group. We have a selection and assessment process established in conjunction with key professional community leads and will assess the current and future joiners to the flexible unitsMore effective performance management of people in the pool will be established with a more formal interface between the pool managers and end usersWhere there is excess demand for resource which cannot be supported by individuals currently in the flexible units or redeployees, we will use the internal recruitment team to attract and identify new resource from the general BT population and create backfill opportunities for redeployeesWe will formally launch with support tools and communicationsWe will continue to work with Prospect and CWU to develop the model
Key Operating Principles
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• To establish a permanent flexible resource unit to manage variability in resource demands across the business, avoiding unnecessary short term 3rd party spend
• Managed on a commercial /professional basis, the unit Head will be a commercial / business person, practice mangers within the unit will be domain experts
• Unit management will identify, manage and develop demand for opportunities, including;• Current pipeline for insourcing including all agency spend • Historic landscape for secondment resource from the BTTC• Internal recruitment process , via dedicated team • Comms and proactive marketing to encourage the LoBs to utilise, Governance to ensure conformity.
• The flexible resource population will be selected from;• Existing BTTC population, including those on secondment • Future surplus• General BT population, Talent (prompting “double shuffles”)
Key purpose
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Expertise2
Commercials
Generating demand
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Skills matching
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• Initial units will be Change Consultancy & Advisory Services ( Business Transformation, Business Improvement, Project/Programme Management, Strategy) and Service Management (Sales . Contact Centres & Client Management)
Skill sets within Unit
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• Each activity will be scoped with clear performance objectives and standards set. Continuous review by the practice managers and direct feedback from customers of the FRU in the LoBs.
Performance management
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• Appropriate costing models will be established e.g.• Rate card process - utilisation target (typically 80% +), resource will be charged out to the LoBs
• CPA on transfer
• Central funding for management structure
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No entry for people involved in formal BT performance
process
Flexible Resource Units• First units - Change Consultancy & Advisory Services & Service Management • Flexible resource pool for temporary requests for resource• Manpower model, with links to contracting/procurement • Each project scoped, with clear performance management•Commercial domain experts•Deployed in change/critical project instead of external consultants
Redeployment• Focus on finding new permanent role• Supported by ‘search’ consultants• Clear performance management• Intake selection process• New matching capability SeeMore, Linked in
Internal Recruitment
Team
Working as a recruitment agency
2 way proactive matching
to current and future BT skills
requirements
Assessment
Development Paths & Training
Skills Profiling
Interview
Existing and future
redeployees
Career and development
moves of general BT population
TalentFast Trackers
GraduatesEx Apprentices
MBAs etc.
Overview of New Model
BT People
All BT
jobs
BT Internal Vacancies (BAU)
Intake Criteria
Selection Tools
© British Telecommunications plc
In Strictest Confidence
Flexible Resource Unit –Structure & Workflow
Flexible Resourcing Practice Manager/s
Responsible for the scoping and allocation of tasks and management of resource
Flexible Resource HeadResponsibility for the FRU to include; strategy, achievement of key objectives e.g. utilisation of
FRU
Assessment
Development Paths & Training
Interviews
Skills Profiling
Internal Recruitment Team Responsible for advertising
demand across BT , matching and placing
resource into Units and roles
Current and future
redeployee applicants (To include MCC and
other priority candidates)
Current and future
redeployee applicants (To include MCC and
other priority candidates)
BT internal applicants
BT internal applicants
Selection process
Internal demand for resource
Head of Internal Resource & Deployment
Accountable for internal deployment of resource i.e. redeployment of redundant skills to the acquisition of
skills required to deliver BT’s strategy and growth plans
Candidate attraction/identification
Change Consultancy & Advisory
Services(Business
Improvement, Transformation,
Project & Programme Mgmt.)
Change Consultancy & Advisory
Services(Business
Improvement, Transformation,
Project & Programme Mgmt.)
Service Management
(Contact Centre, Sales , Client Mgmt.)
Engineering Phase 2