Telstra overhauls structure ... again
Creates sexy new apps and digital investment arm
Telstra is unifying its troops in preparation for heightened competition brought by the National Broadband Network.
In a series of restructures and appointments, the carrier is galvanizing disparate, sales, service and marketing functions in bid to improve customer service.
Telstra’s company wide sales and retail customer service workforce will be centralized in a single business unit from August 1.
The new unit, Telstra Customer Sales & Service, will be led by Chief Customer Officer Gordon Ballantyne and will be responsible for sales and service to all business units.
Additionally the carrier’s marketing functions will be brought into line and unified under the leadership of Chief Marketing Officer Mark Buckman. Telstra CEO David Thodey said “we are investing in a single retail customer-facing workforce that will now be unified in a single team, enabling us to work as one team to serve our customers better, win in the market and become more efficient as we prepare for the National Broadband Network.”
Telstra has also stepped up to the mark in seizing the content layer opportunities in the post NBN world, creating an Applications & Ventures Group.
Key executive Deena Shiff will lead AVG from 1 August 2011, moving on from her role as GMD, Telstra Business. Thodey said that the new group will invest and partner with other companies and government agencies at the forefront of digital innovation”. Health and education will be key areas.
Will Irving, formerly Group General Counsel, will succeed Shiff as head of Telstra Business and to Ballantyne.
Meanwhile in its wholesale division, Telstra stalwart, 40 year veteran Stuart Lee has been appointed Group Managing Director. Lee takes over from Glenn Osborne who was acting in the role since early this year. With the advent of the national broadband network and the 35 year infrastructure leasing agreement, its parent NBN Co is effectively Telstra’s largest wholesale customer. Aside from managing that relationship Lee will spearhead the separation undertakings.
In other changes Telstra will establish specialised teams to support the company’s growth opportunities in Cloud Computing and Media.
Telstra’s international business unit, headed by Tarek Robbiati, will gain day-to-day responsibility for managing the network assets and Telstra’s Operations business unit will be accountable for providing all back-of-house services for consumer customers.
Telstra will also centralise key internal business support functions with improved accountabilities, eliminating duplication. “Today’s initiatives are further evidence that Telstra is changing by putting our customers first, building new growth businesses, and simplifying the way we get things done,” Thodey said.
shuffling the deck chairs ...
Meanwhile, at every level below C-grade, Telstra will continue to be a loose federation of warring tribes, whose principal internal currency is blame.
@AC: Aussie Post
I'll put in a 'me too' with a bit more info...
I understand you can blame the delivery contractors (within aus-post) for that. They are able to hand off parcels to posties that are on the large side but still within arbitrary constraints. So the postie can a) carry around large parcels in their bike sack and risk it not being delivered, or b) just deliver the card.
One of the posties on my route knows I'm home so often times will deliver the parcel. The other one doesn't :(
Is there anything worse than Telstra? Yes There IS!
And it is called Australia POST.
Telstra and Australia POST used to be one and the same but were split.
Where-as Telstra may be forced to re-org and change to make itself more competitive in the market and customers eyes and improve, sadly Australia POST has not and is the most arogant postal organisation on the planet.
The Australia POST's top 5 Industry Ombudsman complaints include Express POST and Non-Delivery. And I have faced both.
Express Post (1 day, next day delivery) - Arrives on average in 3 days.
Non-Delivery, even when I lived in the Nation's capital within 4-5 streets of the local Australia POST office, the bastards would never deliver parcels to the door. Instead they leave the parcels in the POST building and deliver "You were not home, come pick up the parcel at our facility" notes.
Unfortunately, my wife does not work and is at home every day and they still played the same bullshit of pretending they came with a parcel and they never did.
Combined with one of the most expensive Postal Services, this make the customer do the mail delivery work themselves, is the most arrogant thing I have seen. That and they only are open on workdays in work hours so you can not pick up your parcels most of the time unless you have taken a day off work or lucky enough for one open a few hours on Saturday morning.
I have lived in many countries and this is the worst, most disgusting Postal experience I have ever seen.