Telstra has announced organisational changes that aim to help the company grow in key markets, invest in innovation, and provide better customer service. The changes are part of of the new strategy CEO David Thodey outlined to investors and shareholders recently. Among the changes are the formation of new product units, the consolidation of ICT functions, and a new unit which will focus on improving customer service.
The key changes include:
- The creation of two new product units, headed by Justin Milne and Philip Jones.
- The creation of a new international unit, headed by Tarek Robbiati, that will take geographic and operational responsibility for CSL, Reach, Telstra's businesses in China, international sales and business development.
- The consolidation of network, technology and IT functions and the appointment of Michael Rocca as acting chief operations officer.
- The appointment of Robert Nason to lead a new customer satisfaction, simplification & productivity unit responsible for improving customer service.
- The creation of an operating committee, comprising the heads of customer-facing and product units, to meet weekly and focus on business performance.
The changes mean the company will have four main functional groups - customer-facing units, product-based business units, a newly consolidated operations unit, and corporate support units - as well as the new international division, Sensis, and Telstra wholesale.
Telstra's product portfolio would be divided into two specialist groups: PSTN, fixed broadband, BigPond & media to be headed by Justin Milne; and wireless, data, applications & services to be headed by Philip Jones on an acting basis. Furthermore, Holly Kramer, group managing director, Telstra product management, has decided to leave Telstra to pursue other opportunities.
