We support telecom operators to overcome the challenges of organisational change and business process transformation. To deliver the level of service required, business processes must be considered at the same time as the tools that support them and the people who operate them. Overall transformation can only occur with an optimal combination of processes, tools, people and data. BT Telconsult's practice leverages the business process re-engineering experience and learning from organisation development projects with our external clients, and the insights from BT's business transformation to adopt a customer-centric process management framework across the entire organisation, covering concept-to-market, lead-to-cash, and trouble-to-resolve with consistent process quality metrics.

The key disciplines of our consultancy engagements include:

• HR strategy and change programmes
• Business process transformation
• Programme and change management

BT Telconsult utilises a unique combination of leading standards-based management theory and practical, real world experience of successful business process and organisation development. We use well-recognised standards and methodologies including:

• eTOM framework from the Telecommunications Management Forum (TM Forum)
• ITIL (IT Infrastructure Library)
• Capability Maturity Model Integrated (CMMI)
• Six Sigma

To stay at the forefront of developments BT is an active member in many of the leading standard bodies.