Customer focus driven by basic business model says Telstra

A set of new changes that will reform key internal processes, create a new Innovation Office, simplify sales and marketing channels, and empower local managers has been announced by Telstra as it implements the next stage to simplifying its business model.

In an effort to make its business model simpler the telecoms and broadband giant Telstra is making a number of changes that will include a single consumer business that creates an integrated and strong local consumer model across both regional and metropolitan areas by combining its retail shop network and Telstra Country Wide, a new Innovation Office that links product development with the needs of its customers. This will elevate long-term innovation and its importance and a more basic product management structure that will get rid of any duplication between the Telstra Chief Marketing Office and its customer facing business. It will also create a simpler reporting and business planning process that will make the company’s internal reporting and strategy planning far more streamlined.

The chief executive office for Telstra, David Thodey recently said “Telstra will now be organised as a sales and marketing company that is faster to market and more focused on our customers.”

He went on to add “Telstra’s simpler new operating model will shift decision-making from head office to local managers and allow our frontline employees to get results more quickly, with fewer steps and approvals.”

The improvement of overall customer service and satisfaction, cost savings and the simplifying of the company’s processes are the main reason for these latest changes and are all part of a company-wide program to ensure this happens.

A total of 950 jobs will be lost following this latest announcement from Telstra and it is expected that middle-management and executives in capital city offices will be the most affected.

Source – Telstra