Article Abstract:
British Telecommunications (BT) has responded to the increasing competition from the new cable companies by instituting the Customer Service Improvement Programme. The program, which is expected to be fully operational by the spring of 1995, is centered on engineers changing their work patterns to provide different services to domestic customers. Management-labor negotiations have led to the engineers having four options in their work week. BT is offering its engineers incentives to participate in the program. An engineering management structure has been introduced to reduce the administrative chores of engineering supervisors.
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Article Abstract:
British Telecommunications' (BT) European works council will convene for the first time in June, 1996, when UK, French, and Dutch employee delegates meet with top company executives to discuss company goals, planning, and performance. The BT European Consultative Council was created in late 1995 in response to the forthcoming European Works Council Directive requirements. The number of UK companies who will have to set up similar works councils under the directive is estimated to be between 106 and 300. BT will pay all expenses to the meeting, which will be conducted in English.
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Article Abstract:
Customer service concerns have grown in importance for private and public sector companies in the United Kingdom, affecting many of their employee relations strategies. Formal customer service policies have been adopted by many companies and employee performance evaluations are more tied to customer service abilities than ever before. This in turn has led to new types of employee monitoring. Things like dress codes and working hours tailored to meet customer needs are also more prevalent.
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