Openreach installs, services, supports and maintains the wiring, fibres and connections which link tens of millions of homes and businesses in Britain to providers like Sky, Orange and Vodafone.
From back-office to engineers in vans there was a drive by Openreach to get all their services right first time. Important when you consider that a single mistake along the chain means a disgruntled, often disconnected customer.
The Right First Time initiative was all about embedding the behaviours across Openreach that would iron errors out at every stage of the process. We developed the 'Right First Time' logo and icons representing each of 12 key work streams.
The project also included support materials for managers to use in face-to-face engagement sessions with their teams, event materials, and templates that managers could use to recognise individuals and teams who were hitting Right First Time targets.
“In an environment where there is lots going on and many different messages to communicate to a wide audience, getting the RFT message heard and acted upon has driven our business success. ”
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6 Salem Road
T: +44 (0)20 7243 3232
F: +44 (0)20 7243 3216
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please email Tracey Anderton on: