| Challenge | A traditional telco division serving retail clients needed to evolve its propositions to reflect the new digital economy realities. |
| Value Dynamics | Working with McKinsey Consulting, an initial strategy / bench marking study identified an number of key areas of improvement. Virtual teams and revised KPI / incentive plans were built across the organisation to drive understanding / engagement and ownership of the new approach. An engaging transition plan drove a change in underlying culture to sustain the change dynamic. |
| Outcome | Better aligned teams, with common objectives substantially accelerated the rate of new customer orientated propositions. At the same time, the enhanced operating efficiencies materially reduced operating costs. |
| Testimonial | “This must be the best document I have read in my years in BT, probably because it addresses all my frustrations.”
Ben Verwaayen, CEO BT Group |