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Which means
Which results in
Our Results
The market sees O2 as having the best prepay device range in the market- were second on the postpay range. Were working to improve returns rate and fault rate. Also, were working to make sure our own branded devices sit well with other branded devices.
Call to Action
Please use the new web site to provide your views on our O2 device range. You can visit the website through the following link http://mobilereviews.o2.co.uk/userreview/home The knowledge of people in O2 will be really useful in ensuring we continue to choose the right devices. Any issues we know of that are consistent faults in our devices should be mailed to Stuart.Hibberd@O2.com.
Our Results
Our customers tell us we offer the best value for money in the market and we see more customers are joining O2 than ever before. We are offering all our amazing deals to upgrading customers as well as new customers and as a result we have happier customers who want to stay longer with us, consequently, blended churn is reducing.
Call to Action
If you have your own O2 handset and you have been with us for more than 6 months we also want to thank you for your loyalty, please make sure you opt into our treats programme by calling 2211. If you are not an O2 customer why not join us? Call staff accounts on 0800 131211
Our Results
We now have 300 stores- and the mystery shopping in the first half of this year has given us very encouraging results. Were selling more phones direct but still need to push harder to entice our customers to O2 stores and the O2 website to buy O2 Products.
Call to Action
Ensure that you provide end to end support for channel focus on i-mode. Go into a store and give us your insights follow this link for details, [insert web-link to online form]
Our Results
RFT action plans, alongside the 4 As (Attitude, Access, Accuracy and Advice) and our new systems are actively improving the service experience- but well need to go that extra mile to truly give an outstanding service. Complaints are falling and satisfaction is risingwhich is great news.
Call to Action
It is essential that everyone makes it work every time because when we dont, it has an Impact on our customers. Where customers are affected they contact us and we must continue our determination in getting the resolution right first time and touch our customers with a great O2 experience.
Our Results
i-Mode has launched with an impressive range of content providers from day1. Our product satisfaction metrics show we need to improve the ease of use, the ease to set up and awareness to increase satisfaction in this area.
Call to Action
Your phone is so much more than a voice and texting device. Try out our products and services and let us know what you think, send us your feedback using Open Voice http://vitalo2.pri/idealbb/default.asp
Our Results
Our Better Place programme is well under way which will eventually touch every person in the company and make O2 a great place to work. Were looking at monitoring a wide range of metrics across the business to underpin this.
Call to Action
Take part in a better place conversation of your own with one of our trained interviewers. In January when 200 people from across sites meet at our summit. Directorates and job roles will explore how to do more of the things that we have heard from you will make O2 a better place. Leave your story at Open Voice on http://vitalo2.pri/idealbb/default.asp
Our Results
Weve achieved our highest ever network satisfaction score earlier this year. This is alongside our consistent performance in the key ways we measure network performance. Later this year, we will be giving our CS advisors the ability to access network information
Call to Action
Our Customer Promise extends beyond Networks. We will work to maintain our No1 position for our Network. We will plan and put in place the necessary activity to improve performance and reliability of Billing and Prepay systems as well as extending our customer promise to key systems across Retail, Customer Service, Finance and HR
Finance
Our actions to support the Customer Promise
-Driven Billing issues to their lowest ever levels. Customers impacted by billing issues has decreased significantly -Involuntary churn reduced due to better credit vetting upfront and in retail stores -Delivered the commercial and finance elements of programmes including the franchise initiative, value streams -Ensured O2 UK was first FTSE 100 company to achieve investors in excellence standard - Provided structure and controlled decision making directly impacting all 7 elements of the customer promise
- Momentum fund
- Control environment
-Custodians of the EBIT and EBITDA margin % (absolute profit and the profit % )
-Reduction seen in calls relating to billing into care
TSO
Our actions to support the Customer Promise
Played a key role in launching i-mode (Best range of devices) Supported the biggest marketing quarterly release ever including O2 Treats & i-mode (Great value, no catch)
Supported the delivery of the 300th O2 shop & the franchise programme (Best place to shop)
Continue to support Customer Service expansion including the 4th call centre (Glasgow), On Air in Bury & Correspondence Management Plus over 200 other projects
Churn ment Positive trend in all KPIs Roadmap Churn average throughout the year Being achieved despite no. of adjustments to settle the Roadmap; still more volatility than expected in a year of doing less Employee Engagement Out and abouts telling us people are still very busy, doing too much, struggling with work / life balance; under a lot of pressure to deliver Projects delivered on time Strong positive trend rising from 22% (Apr) to 71% (Sep). Year end target achievable through continued focus on planning Projects delivered to quality Quality of delivery continues to achieve target
Deliver on Time
Customer Service
Our actions to support the Customer Promise
260 coaches recruited and trained to help increase core customer skills Commencement of management development/accreditation programmes
How we impact the other functions By delivering great Customer Service we reduce the
burden on retention activity and prevent customers from seeking customer service elsewhere eg by visiting Retail stores.
Increasing service skills to improve on the 4 As Implementation of On Air across all sites Consolidate and reduce number of knowledge bases from 8 to 2
We have built, maintained and supported a network that has led to the highest ever Customer Satisfaction rating and the highest ever volumes of voice and data traffic
Network CFI
Devices
Our actions to support the Customer Promise
How we impact the other functions Devices are one of the key purchase decision factors
for the customer. Without the right devices delivered at the right time and at the right quantity the whole business is compromised and O2s ability to trade and retain customers is affected
Benefit Realisation
Delivery and implementation of e-sourcing, eProcurement and contract management to ensure benefits are realised
Benefits realisation - ensuring we utilise preferred suppliers and negotiated contracts to maximise cost efficiencies across the company. Implementing eProcurement to facilitate usage of preferred contracts Integration and utilisation of Traffic Direction tools to improve the roaming experience Driving more roaming agreements across 2G/3G/GPRS and extending our advantage using Camel.
Roaming Experience
Extension of our camel roaming agreements, delivering improved IOT terms
Protecting People and Property Supporting operational units with professional security support. Achieved cross company implementation of i-mode all
Business Development
Launch of Tesco Mobile Value tariff i-mode; successfully launched Introduction of effective approvals process for i-Mode marketing campaigns Pro-active brand protection (Interim Injunction against Novartis); comprehensive trademark programme (The O2)
Business impacts on other business functions assessed, Development communicated and managed
Smart pragmatic legal advice assists delivery of business objectives with minimal legal risk Regulatory advice facilitates better stakeholder relationships
Average fraud cases green 5/6 Nuisance Call Bureau SLA w/Customer Svc green 5/6
Business Development
Business Development
Tesco Mobile Postpay solution i-mode post launch KPIs and move to BAU
Highest quality legal advice, delivered in a cost effective and timely manner
Effectively manage legal risks in context of delivering business results and protect reputation of business
Continue to improve business awareness amongst team Develop website as a useful tool for business
HR
Our actions to support the Customer Promise
Recruitment of 1600 people in CS & Retail New induction and training programmes in Retail & CS Supporting Franchise in retail Delivery of Georgia & implementation of a new HR structure Non manager pay award APR for managers Balance programme including introduction of fitbug Most elements of HR delivery affect other functions as elements of our work impacts our people at different levels. We have worked cross functionally specifically on: Talent management centres People strategy Georgia
Marketing
Our actions to support the Customer Promise
Prepay the UKs first Prepay loyalty scheme 10% top up back every 3 months Launch of Talkalotmore Consumer Postpay Upgrading customers get the same deals as new customers, no catches! 50% more mins for life when you take out an 18 month contract Business: 1 call ownership 50% extra for life through indirect channels 100% extra for life in our direct channels Corporate: O2 Goodbye asks our customers to consider the benefit of O2 before they leave
Brand : For the first time ever we have delivered advertising that only talks to our existing customers. We are also building emotional loyalty by letting both customers and O2 people experience our sponsorships i.e. wireless festival. We also continue to focus on delivering consistency through the line for all our campaign activity
Products: Focusing on improving customer experience on existing products and delivering the best experience for future products. This plan ensures we have enough touch points with customers before and after launching products. Our first customer panel is planned for November.
Marketing
Our Leading KPIs Focus areas for H2
In addition to the main KPIs that underpin More customers who are Happier and More Loyal (Net additions, CFI and Churn) We also pay close attention to:
Continue to give our customers great value, no catch with: O2 treats available on both pre and post pay Driving I mode connections which gives our customer fast internet access and great content Best for Business unlimited free on net calls and improvements to SME Care Driving data usage across all of the segments
Average revenues generated per customer The brand our customers want to be associated with
We are working on making our products easier to use. Consumer Product Sat in Q2 was marginally behind Orange but above Vodafone and T-mobile. There has been a slight rise in overall satisfaction with business products in Q2 2005.
Delivering the Product Promise including Socializing the plan and strategy, Pulling in all the required resources to deliver the promise, Re-defining the way we deliver products. This will also require aligning our processes with the rest of the business.
O2 Retail store roll-out programme Opening first O2 Retail Franchise pilot stores.
O2 Sales academy - grow proportion of business and corporate sales reaching silver accreditation
Customer Director
Our actions to support the Customer Promise
Better Place
The programme exists to make this a great place to work- and, in turn- deliver the people who care part of the customer promise This programme is working cross-functionally to understand what our customers truly want and how we can deliver this in the most efficient way
Value Streams
Value Streams
Helping the business to move from a silod way of thinking to one that is joined up with a culture of continuous improvement
Experience O2
Experience O2 has been the backbone of promise delivery in O2. Through a wide range of risk & issue management, planning and communication, weve started to make a positive change to the end-to-end experience.
Experience Maintain an open two-way dialogue with each workstream in order to keep close track of key metrics, O2 major plans / milestones, key risks and issues.
Value Streams
Tracking a wide range of metrics to derive a RAG status for delivery of the phase 1 solutions
Value Streams
In H2, Value Streams will focus on delivery of the phase 1 solutions and will start the next wave of Value Streams Plan to continue in delivering the customer promise through H2. Constantly reviewing customer satisfaction results and customer insight, driving plans to underpin the strategy of more customers who are happier and more loyal
Experience O2
Tracking a wide range of over 100 metrics underpinning the Customer Promise to monitor whether we are making a difference to the customer experience.
Experience O2