Customer Ops Leadership Event by Learning Technology https://padlet.com/canningtoncampus/lafrns5igts0 en-us 2017-07-19 07:46:12 UTC 2017-07-20 14:20:00 UTC hello@padlet.com Customer Operations Leadership Team Meeting https://padlet.com/canningtoncampus/lafrns5igts0/wish/179111256 Welcome]]> 2017-07-20 08:01:12 UTC https://padlet.com/canningtoncampus/lafrns5igts0/wish/179111256 Customer Experience - Design Principles https://padlet.com/canningtoncampus/lafrns5igts0/wish/179113338 Our 9 Customer Experience Design Principles provide a simple framework against which we can assess any proposed customer impacting change/solution.  Are you familiar with all of them, have you discussed them with your teams and are you using them?   If the answer is "no" to any of these points, then speak with Geoff Mills or Stuart Roberts and ask for help!

]]> 2017-07-20 08:48:32 UTC https://padlet.com/canningtoncampus/lafrns5igts0/wish/179113338 https://padlet.com/canningtoncampus/lafrns5igts0/wish/179113386 Question for Jim - How do you think the org will change with a new CEO?]]> 2017-07-20 08:50:01 UTC https://padlet.com/canningtoncampus/lafrns5igts0/wish/179113386 Digital & Data Technology Strategy - Do you know what we are doing, why we are doing it and how it will help you achieve your objectives? https://padlet.com/canningtoncampus/lafrns5igts0/wish/179113795 We are making huge investments within Customer Ops to deliver industry leading Data, Digital & Telephony changes that will support the transformation of the Customers Business. If you want to know more then speak with Geoff Mills, Nicola Bailey, Stuart Roberts or Gary Pink.

]]> 2017-07-20 08:59:24 UTC https://padlet.com/canningtoncampus/lafrns5igts0/wish/179113795 https://padlet.com/canningtoncampus/lafrns5igts0/wish/179116043 How can we work together more as team? Are we taking the opportunities to really share our ideas and best practices with each other as leadership community? How could we be more innovative in this area?

]]> 2017-07-20 09:56:16 UTC https://padlet.com/canningtoncampus/lafrns5igts0/wish/179116043 Question for Barry - https://padlet.com/canningtoncampus/lafrns5igts0/wish/179116740 What are we doing to drive consumer engagement with Smart Metering? i.e getting them engaged and wanting the install?

]]> 2017-07-20 10:14:11 UTC https://padlet.com/canningtoncampus/lafrns5igts0/wish/179116740 Smart Metering https://padlet.com/canningtoncampus/lafrns5igts0/wish/179116751 Great to hear that we are remaining true to our Zero Harm principle in light of the installation challenge we have in the smart metering space. Demonstrates we operate with integrity.]]> 2017-07-20 10:14:27 UTC https://padlet.com/canningtoncampus/lafrns5igts0/wish/179116751 Question for Barry https://padlet.com/canningtoncampus/lafrns5igts0/wish/179116840 What can we all do to improve customer appetite for smart meters? Query whether all of our staff are advocates ... Can we do more to get a real positive organisational vibe around this?]]> 2017-07-20 10:17:07 UTC https://padlet.com/canningtoncampus/lafrns5igts0/wish/179116840 Question for Barry and Cat https://padlet.com/canningtoncampus/lafrns5igts0/wish/179117058 With the challenges we face on both Debt and Smart Metering, have we considered reviewing options around a SMETS1 PAYG solutions. This would enable us to install PAYG meters that count towards our Smart numbers and support the debt challenge. We will face some design challenges but I believe it is still worth reviewing.

]]> 2017-07-20 10:23:17 UTC https://padlet.com/canningtoncampus/lafrns5igts0/wish/179117058 Comment on Smart Metering https://padlet.com/canningtoncampus/lafrns5igts0/wish/179117112 We need to make extra efforts to share the good news messages with our call centre staff to help them become advocates for Smart Meters. At the moment it feels like the conversations are about the things that aren't going well rather than the positives. We can all influence this....

]]> 2017-07-20 10:24:44 UTC https://padlet.com/canningtoncampus/lafrns5igts0/wish/179117112 Sharing some good news - our field teams are daily, as part of a smart meter install, helping many of our customers by identifying safety issues (particularly on gas installations) that are a risk to customers safety - pointing them out to customers to allow them to resolve the issue - all FOC!! https://padlet.com/canningtoncampus/lafrns5igts0/wish/179117167 2017-07-20 10:26:00 UTC https://padlet.com/canningtoncampus/lafrns5igts0/wish/179117167 Smart question - how many employees supplied by EDF Energy have had a Smart meter installed? Is there an opportunity here..... https://padlet.com/canningtoncampus/lafrns5igts0/wish/179117364 Could we do a recommend family and friends campaign?]]> 2017-07-20 10:33:03 UTC https://padlet.com/canningtoncampus/lafrns5igts0/wish/179117364 Complaints - question for Steve https://padlet.com/canningtoncampus/lafrns5igts0/wish/179117385 Do we know what SSE are doing that is keeping them at No 1? Are there any more lessons we can learn from them?]]> 2017-07-20 10:34:12 UTC https://padlet.com/canningtoncampus/lafrns5igts0/wish/179117385 great reminder from Vincent on the breadth of activity and complexity across sales and marketing across different markets. power rangers a bit worrying thou! https://padlet.com/canningtoncampus/lafrns5igts0/wish/179118037 2017-07-20 10:57:46 UTC https://padlet.com/canningtoncampus/lafrns5igts0/wish/179118037 New S&M initiatives look great ... https://padlet.com/canningtoncampus/lafrns5igts0/wish/179118269 Both iFlex and Energy Health Check with First Fuel. Good to see us playing in fields where we should have a strong brand as energy experts. ]]> 2017-07-20 11:04:33 UTC https://padlet.com/canningtoncampus/lafrns5igts0/wish/179118269 Question for Vincent https://padlet.com/canningtoncampus/lafrns5igts0/wish/179118416 To what extent are we looking at other similar markets (mobile tel, TV services) on how they price and charge for their products. Esp in telephony, there has been a move to fixed fee for an allowance model (be it minutes or data). Is there a reason why that's not an opportunity in energy?]]> 2017-07-20 11:08:58 UTC https://padlet.com/canningtoncampus/lafrns5igts0/wish/179118416 Question for Dawn - personal development https://padlet.com/canningtoncampus/lafrns5igts0/wish/179122021 Whilst we recognise that the personal development and growth is wider than training courses and promotion, should we consider an initiative to share this with our staff - in a compelling way. Query whether we're investing enough in supporting our staff to recognise what personal development and growth means for them. ]]> 2017-07-20 12:45:49 UTC https://padlet.com/canningtoncampus/lafrns5igts0/wish/179122021 Question for Dawn https://padlet.com/canningtoncampus/lafrns5igts0/wish/179122135 How do we ensure our TU colleagues truly understand what we are trying to achieve with employee engagement so that they are not creating a barrier? 

]]> 2017-07-20 12:47:41 UTC https://padlet.com/canningtoncampus/lafrns5igts0/wish/179122135 Smart Metering https://padlet.com/canningtoncampus/lafrns5igts0/wish/179122675
Stop 


]]> 2017-07-20 12:58:04 UTC https://padlet.com/canningtoncampus/lafrns5igts0/wish/179122675 Business Services - Engagement discussion https://padlet.com/canningtoncampus/lafrns5igts0/wish/179123567 Start
Stop
Continue]]> 2017-07-20 13:14:33 UTC https://padlet.com/canningtoncampus/lafrns5igts0/wish/179123567 BODR - Stop, Start, Continue.... https://padlet.com/canningtoncampus/lafrns5igts0/wish/179123676 Stop - assuming one size fits all, diverse functions in diverse locations where requirements are very different  

Start - In addition to standard based cascade, undertake more specific activity based feedback interventions following the quarterly update as a consistent agenda item within August's team meetings. 

Continue - with engagement action plan and activities started at the beginning of the year - quarterly updates from Senior Managers, F2F session with management population in September and October with everybody ]]> 2017-07-20 13:15:58 UTC https://padlet.com/canningtoncampus/lafrns5igts0/wish/179123676 Customer Services - Engagement Actions https://padlet.com/canningtoncampus/lafrns5igts0/wish/179123726 Stop -  
Start - implement actions from engagement forums - regular face to face voice sessions and helping hands. Each Senior Manager to understand local engagement actions by team. Look at the use of Yammer across CS.
Continue - monthly CS communication include area specific update]]> 2017-07-20 13:16:47 UTC https://padlet.com/canningtoncampus/lafrns5igts0/wish/179123726 Debt https://padlet.com/canningtoncampus/lafrns5igts0/wish/179123737 Key Area
Development and Growth / Optimism

Start
Cultural / comms piece 
Toolkit (Z cards and Zappas)

Optimism - be open, honest and truthful about the future plans

Stop
Solely using traditional comms methods
Thinking of Field as an afterthought

Continue
Objective setting
Treating people with respect 
Developing relationships with trade unions
Treating T5 and others as leaders]]> 2017-07-20 13:16:58 UTC https://padlet.com/canningtoncampus/lafrns5igts0/wish/179123737 Business Services - Engagement https://padlet.com/canningtoncampus/lafrns5igts0/wish/179123958 Start - Learning lunches, co-development taster sessions, monthly webinars, effective use of Wowpoints and incentives. Leverage Employee Engagement advocates
Stop - Stop referring to ourselves as individual teams - we are business services
Continue - Huw's Face to Face Roadshows, afternoon tea and cakes with Huw

Key Areas of Focus....
Learning and development
Group and optimism in function
Focus on specific areas still feeling challenge from restructure]]> 2017-07-20 13:20:02 UTC https://padlet.com/canningtoncampus/lafrns5igts0/wish/179123958