Feeds

NTL was jetliner in power dive, says leaked memo

Kind of thing that demotivates employees, apparently...

  • alert
  • submit to reddit

The Essential Guide to IT Transformation

Morale at NTL is low, according to a recent survey of employees at the cableco.

A memo from boss Barclay Knapp found that only four in ten of employees (or "associates" as they're called at NTL) are "proud to work for NTL".

Worse still, only a third said they would recommend NTL as an employer.

"We've focused so hard on our costs, we've lost sight of what really gives this company its personality and makes the difference to our customers: our associates," wrote Mr Knapp.

And he believes this lack of enthusiasm, this lack of "passion" is also rubbing off on customers.

"I think that [lack of passion] reflects on the service we give our customers. Don't get me wrong, I don't know anyone who comes to work to do a bad job; I know some of our processes don't work; I know we still have a lot of work to do on our systems. But I also know that even in the 'old days'...people felt passionate about our business, and our customers sensed that. That's why we used to win customer service awards. And personally I think it's pretty hard to have genuine passion every day if you don't feel valued for what you do."

So, he wants to rejuvenate some of the pride and passion back into the business and get back some of what used to make this place "'feel like' ntl".

He also used an intriguing metaphor to describe the rapid descent of the company over the last couple of years.

"When the telecoms markets first nose-dived back in 2000, I likened the experience to having a window blow on a jetliner at 25,000 feet," mused Mr Knapp.

"Although it's controllable, you have to almost crash-dive the plane to below 10,000 feet so that at least you can keep breathing. And because of the steps we've taken, even though we've flown through a heck of a lot of turbulence, we're still breathing and the plane's still in one piece. The same can't be said for some of our competitors."

In a rousing finale continuing his airline metaphor, he gives a heartfelt message to all those who've had one hand on the sick bag and another on the emergency exit.

"If you've been one of the co-pilots, I know it's been incredibly difficult to keep the plane on course with a window blown out and no let up in the heavy turbulence we've been flying through. If you've been out there serving the passengers, I know it's been just as hard to keep your focus on serving the passengers rather than worrying about what's happening to the plane. "

The leaked memo appeared on the nthellworld Web site - a bitch site bought out by the cableco. ®

Build a business case: developing custom apps

More from The Register

next story
iPad? More like iFAD: We reveal why Apple fell into IBM's arms
But never fear fanbois, you're still lapping up iPhones, Macs
Sonos AXES support for Apple's iOS4 and 5
Want to use your iThing? You can't - it's too old
Amazon says Hachette should lower ebook prices, pay authors more
Oh yeah ... and a 30% cut for Amazon to seal the deal
Philip K Dick 'Nazi alternate reality' story to be made into TV series
Amazon Studios, Ridley Scott firm to produce The Man in the High Castle
Too many IT conferences to cover? MICROSOFT to the RESCUE!
Yet more word of cuts emerges from Redmond
Joe Average isn't worth $10 a year to Mark Zuckerberg
The Social Network deflates the PC resurgence with mobile-only usage prediction
Chips are down at Broadcom: Thousands of workers laid off
Cellphone baseband device biz shuttered
Feel free to BONK on the TUBE, says Transport for London
Plus: Almost NOBODY uses pay-by-bonk on buses - Visa
Twitch rich as Google flicks $1bn hitch switch, claims snitch
Gameplay streaming biz and search king refuse to deny fresh gobble rumors
prev story

Whitepapers

Implementing global e-invoicing with guaranteed legal certainty
Explaining the role local tax compliance plays in successful supply chain management and e-business and how leading global brands are addressing this.
Consolidation: The Foundation for IT Business Transformation
In this whitepaper learn how effective consolidation of IT and business resources can enable multiple, meaningful business benefits.
Backing up Big Data
Solving backup challenges and “protect everything from everywhere,” as we move into the era of big data management and the adoption of BYOD.
Boost IT visibility and business value
How building a great service catalog relieves pressure points and demonstrates the value of IT service management.
Why and how to choose the right cloud vendor
The benefits of cloud-based storage in your processes. Eliminate onsite, disk-based backup and archiving in favor of cloud-based data protection.