Job Satisfaction Survey Results

Caroline Evans Accelerated Implementation Consultant [email protected]

07802 241 581

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Summary

84% of the Cambridge CSO population completed the survey within 3 weeks 70% included their names and asked to be involved in the results Would you like to be able to take more initiative? – 79% Yes 26% responded positivity to getting a sense of achievement from their work Would you like to work under less pressure than you are at the moment? - 90% Yes Taking your job as a whole do you enjoy your work or not? – 80% responded I quite enjoy it or I enjoy it very much 76% answered Very Well that they think their skills and knowledge are used in their present job, 92% wanted opportunities to develop their skills 73% said they had no opportunity to make friends at work but most said they wished they could 45% said their manager spends time with me discussing my work 80% would like to see a piece of work through to completion?

Verbatim Comments – Cont.

What do you like most about your work

Recognising a service affecting fault and repairing it within the shortest possible time. Developing tools which can improve our KPI.

Colleagues I work with both here in the NMC and NFU.

I like the fact that it is busy - (time flies) I speak to lots of different people each day & enjoy assisting engineers on site at exchanges. I enjoy the 3 week shift pattern I work & I don't worry about my job when I go home.

completing inbox I work with an excellent group of team members who not only work very hard but are actually really good fun to spend time with.

Being effective in preventing network failure A complete variety of Network faults are presented, then I use my own initiative to work through the problem (often very complex) and decide on a plan of action, then implement that plan.

The people that I work with and the people that I manage. BT still feels like a big family which is a wonderful thing. The different roles that I do and the fact that it's never boring (challenging, frustrating, stressful but never boring).

I like the freedom of working without the constant supervision / tight process controls that some people have.

Challenge and variety of work and team I work with.

My work is finished when I leave the office because it is dealt with in the moment live.

when things go wrong and have to be put right. the challenge of a problem to be solved the unpredictability and surprises The opportunity to make a real tangible difference to my customers' experience of BT.

Rational thinking and decision making.

Working with like minded people to resolve problems / issues.

Verbatim comments

how could your job be made more satisfying and enjoyable

More focus on people and less on the overall target, keeping the team happy will help achieve targets but continuously letting them know we are not hitting the target is deflating and demoralising rather than driving and encouraging.

if it wasn't the equivalent of banging your head against a brick wall Less phone calls that are not directly to do with my job.

Have time to do a quality job. Remove the frustrations. Have better and consistent direction. Spend much less time on performance management.

Being measured on tasks that are within our control. Constantly being knocked for performance drops which is not within our control or remit leads to dissatisfaction. Having to clear up errors or misdiagnosis from other international teams is also very annoying, especially when those errors are not seen by management and lead to further work to ourselves.

Having quality records for all Networks The volume of work created by managing a team of @15 people effectively and also managing an entire platform creates a situation where everything you do is rushed/done without having the time to actually think or analyse anything or even ensure that you are delivering the best possible solution/option. I would like my manager to engage his team more in conversations about what we can do....not just us raise a question and then be told what he wants us to do. We are working really hard at engaging our teams and he needs to start doing the same with us.

To be praised when doing a good job.

Would be more satisfying if we had resource to do all that we should be doing. Some of the work we no longer do still causes us some work as we can't ignore it but we can't follow it through to completion. Being able to get WM tasks completed.

I would like the whole Transmission team to be moving in the same direction. More leadership and team members that want to be there, doing their job.

less time answering phone calls that have nothing to do with the work I do, and more opportunity to speak to the people who are making decisions that affect my work Just to be able to do the job, without constant management change and fear culture.

Be trusted to make judgements. Praise for the correct judgements that gets service restored quickly rather than just criticism for the opposite.

The constant changes in management, workloads, and the seeming lack of understanding of problems at the "sharp end".

We receive a huge amount of calls everyday - some not relevant to Power, also having to chase the Work Allocation Control up to get a job resourced for a prompt alarm - frustrating in both cases.

Verbatim Comments – Cont.

What do you like least about your work

Dealing with errors made from other people.

Totally unfair performance markings which lead to almost everyone not working as hard as they could - those with low marks have given up & those with high marks know they don't have to bother & will still get those high marks Not having the time to deal with all the commitments I have. It's very much reactive and trying to keep all the balls in the air.

Minimal staffing in NMC and NFU leading to 'fire fighting' and no resolution to ongoing issues. No sense of progress (through work stack). People (in Teams outside CB NMC) who focus on their own targets to the detriment of the company as a whole and a fear for the long term health of the company.

Getting told daily that the work area is not hitting the medium level targets, that we are failing! Taking part in daily calls highlighting the same issues that cause the delays in repair/recovery and nothing appears to change - most issues highlighted are beyond my control.

Being under pressure from to many problems at the same time.

Blame culture Unable to find records for third party carriers and therefore unable to report fibre issues to these carriers (dark fibre providers) as we have no circuit reference.

the monotony of not being able to do my job because the phone is always ringing The work not progressing after I have done my part.

Waiting for something to happen, routines are the most boring job ever, lovely for BT perhaps as someone is constantly checking that everything is ok but mind numbingly boring, depressing to perform and extremely de-motivating and demoralising.

Despite trying to change for the better , BT can still at times be a large lumbering non-agile machine. Affecting change can be a real battle sometimes. I have identified several improvements that I know will improve the customer experience, but feel powerless in my lowly position to be able to make them happen (I have tried).

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Redesign requirements

Can we make the role more challenging with out adding lots of stress Changes should reflect wanting a bigger sense of achievement More allowance for initiative and decision making Greater team working and getting involved in improving things Opportunity for more inter-team working Look at ways to add meaningful targets and remove excessive measurement Ensure people are involved in what happens next   

Next Steps

The Transformation team will be working with you all to ensure that we build these requirements into the Control redesign – and I will provide you with a detailed update when imp back in Cambridge on the 2 nd March The transmission team will be involved early next week in this process so pop your head around the door and see what’s going Please use the Green Room boards to raise any questions or suggestions