About the visit

BT Group plc is a holding company which owns British Telecommunications plc, a British multinational telecommunications services company with head offices in London, United Kingdom. It has operations in around 180 countries.

Warrington is one of BT’s flagship sites within the Business and Public Sector line of business.  At this site in Warrington there are a number of teams focusing on business sales retention; specialising in handling inbound customer cease requests in addition to proactively contacting those customers who are approaching the end of their contract.
Over the past decade BT has undertaken company-wide transformation which has delivered significant bottom-line benefit. Since 2013, they have developed an enterprise-wide initiative to engage the entire workforce in making change happen every day, through embedding a Continuous Improvement way of working and mindset.

The vision for Continuous Improvement is to drive a pan-BT shift in working to create a customer-centric and operationally led continuous improvement culture, aligned to end-to-end (E2E) transformation. This represents a new way of working across BT, for more than 100,000 people, equipping them with skills and empowering them to improve the way they work on a daily basis and so improve their customers’ experience and achieve their financial goals.

To date, this has created higher levels of consistency in locally-led improvements, with typical benefits of 10-15% per Continuous Improvement wave. BT has engaged over 30,000 employees in Continuous Improvement, delivering over £200m in financial benefits.

Visit in 60 seconds / Awards

Lean transformation...People & Leadership...Culture Change...Continuous Improvement...Creating a great place to work...Strategy & Deployment...Great customer service...Lean office...Inbound and Outbound call centre...

There are currently no visits scheduled, please contact us to be added to the waiting list.

Visit agenda

This one day visit covers:
Introduction to BT’s transformation journey
Insight into CI strategy and deployment
Developing the environment for success
Creating customer-focused performance dialogue
Identifying and acting on opportunities for improvement
Developing skills at the front-line
Site tour