British Telecom, a great British Institution, market capitalisation of £50bn+, providing telephone lines to over £28m of the UK population, helping us to be connected, be complete.....
Love them or hate them, BT has to deal with some significant issues, massive volumes, an ageing and stretched infrastructure, and, worst of all, rising customer expectations that demand immediate, fast and reliable connectivity. BT is also facing significant competition from multiple global players, all trying to access the profitable parts of their marketplace.
So when things do go wrong, against this backdrop, you would have thought that even this leviathan would be interested in addressing it effectively, after all customers do pay the bills…?
No. Unfortunately, judging by my experiences, you’d be wrong.
Outstanding operational processes should place the customer at the centre of their focus, aiming to to address their, increasingly demanding, requirements for speed, cost, reliability and quality.
One of the disadvantages of having an enormous market share and an aging infrastructure is that when what operational experts call “failure demand” occurs – ie when things go wrong – it can be in a big way, with enormous peaks and troughs. For those of us receiving the blunt end of this experience, it appears to be BT’s prime operational aim to control this demand so that it can be aligned to its limited and expensive resources, particularly the time of their engineering staff. They do this through a number of routes:
So do you feel like a Customer?
So what should BT do?
Unfortunately, you don't get to be as poor as BT by listening to the advice of the customer (I mean "user"). Although, if, in a parallel world, they did, they might think about implementing the following improvements:
Chris Lorimer is an operational consultant who has advised organisations across the world on how to develop outstanding operational processes. He lives in rural part of Devon with his family. If you’d like to contact him, assuming his broadband is now working, email Chris@lorimerconsulting.co.uk
Chris Lorimer is an
experienced consultant who has helped many organisations to grow through his unique 4 Ps approach.