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New Right First Time organisation created
Friday February 22nd 2008. Posted: 09:45
BT Retail chief executive Ian Livingston has announced the creation of a new organisation within BT Retail to help accelerate the delivery of BT’s plans for being number one for customer service.
Called Right First Time, the new organisation will be led by BT Retail chief operating officer John Petter and business service director Chris Roberts respectively for Consumer and BT Business. Ian said: “The idea is to create point accountability for each major deliverable - that the best people across Retail should own the biggest deliverables and that wherever possible we do things once, as opposed to working in product or functional silos. “This is not about moving OUCs - we are not going to do that. We want people to work towards shared goals and be accountable for delivery. You are, of course, accountable for helping them wherever you work.” The Right First Time programme will be a major focus for BT Retail over the next 15 months, according to Ian. “I will expect everyone in Retail to support this programme - whatever their role. We all have a significant part to play in our day to day jobs in achieving our target of number one for customer service.”
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Last updated:
15:56