Customer service drive brings new working time patterns to BT
Article Abstract:
British Telecommunications (BT) has responded to the increasing competition from the new cable companies by instituting the Customer Service Improvement Programme. The program, which is expected to be fully operational by the spring of 1995, is centered on engineers changing their work patterns to provide different services to domestic customers. Management-labor negotiations have led to the engineers having four options in their work week. BT is offering its engineers incentives to participate in the program. An engineering management structure has been introduced to reduce the administrative chores of engineering supervisors.
Publication Name: IRS Employment Trends
Subject: Human resources and labor relations
ISSN: 1358-2216
Year: 1995
User Contributions:
Comment about this article or add new information about this topic:
BT decides it's good to talk to European staff
Article Abstract:
British Telecommunications' (BT) European works council will convene for the first time in June, 1996, when UK, French, and Dutch employee delegates meet with top company executives to discuss company goals, planning, and performance. The BT European Consultative Council was created in late 1995 in response to the forthcoming European Works Council Directive requirements. The number of UK companies who will have to set up similar works councils under the directive is estimated to be between 106 and 300. BT will pay all expenses to the meeting, which will be conducted in English.
Publication Name: IRS Employment Trends
Subject: Human resources and labor relations
ISSN: 1358-2216
Year: 1996
User Contributions:
Comment about this article or add new information about this topic:
"The customer is boss": matching employee performance to customer service needs
Article Abstract:
Customer service concerns have grown in importance for private and public sector companies in the United Kingdom, affecting many of their employee relations strategies. Formal customer service policies have been adopted by many companies and employee performance evaluations are more tied to customer service abilities than ever before. This in turn has led to new types of employee monitoring. Things like dress codes and working hours tailored to meet customer needs are also more prevalent.
Publication Name: IRS Employment Trends
Subject: Human resources and labor relations
ISSN: 1358-2216
Year: 1995
User Contributions:
Comment about this article or add new information about this topic:
- Abstracts: A template for OH services. Conquering the workplace heavyweights. Air bladder to prevent white finger
- Abstracts: Relocation services buyers' guide: five-year trends in relocation: coping with change. part 2 Helping spouses helps employers
- Abstracts: A return to the 40-hour week. Reducing working time
- Abstracts: Fatalities land hotel groups pound sterling 400 000 fines. Standing to attention
- Abstracts: New pay drives hard bargaining. Decentralisation in theory and practice: a review of the issues. Single-table bargaining: an idea whose time has not yet come?