This award recognises the growing importance of quantifying the value of human capital in organisations. Entrants demonstrated how human capital management has contributed to the success of the enterprise. Judges looked for evidence that organisations have taken into account both hard financial measures and other indicators of employee value.
Nick Starritt is an HR consultant with more than 27 years experience in international HR and management. Until recently, Starritt was head of HR for BP. He played a key role in the series of major mergers and acquisitions at BP and developed the groundbreaking outsourcing deal with Exult, which created a new model of web-enabled, international HR delivery. Starritt was previously head of financial services of a European joint venture between BP and Mobil Oil, which covered 26 countries. He is a consultant on HR strategy and is a non-executive director of RebusHR.
About the company
BSkyB introduced satellite broadcasting in the UK in 1989, covering sports, entertainment and news, now watched by more than 10 million households in the UK and Ireland. It employs 11,000 staff
To improve the employer brand and the performance of its 6,000 staff in its Scottish contact centre
What the company did
- Changed the emphasis from quantity to quality of calls
- Introduced a performance management process that included a formal appraisal, a call handling standard and it linked the annual pay increase to staff performance
Benefits and achievements
- Improved the quality of customer service
- Improved performance from staff involved in performance management
- Employee satisfaction increased
- Reduction in staff turnover
Nick Starritt says: "The Sky Achievers programme helps the business to better understand the link between the responsiveness of call centre employees and the satisfaction of BSkyB customers. In leading this initiative, the HR function sought to shift the focus from quantity of calls handled, to more qualitative responses. By tracking employee performance and attitudes among 6,000 call centre employees over time, and linking these to customer feedback, BSkyB can show how improved business results have occurred. The programme has reduced turnover, improved moral