BT 2009 Annual Report Download - page 26

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ADDITIONAL INFORMATION FINANCIAL STATEMENTS REPORT OF THE DIRECTORS BUSINESS AND FINANCIAL REVIEWS OVERVIEW
24 BT GROUP PLC ANNUAL REPORT & FORM 20-F
BUSINESS AND FINANCIAL REVIEWS BUSINESS REVIEW
Customers
Customer service
A measure of success across
BT’s entire customer base
Environment
CO2equivalent emissions
A measure of BT’s climate change
impact
Waste to landfill and recycling
A measure of BT’s use of resources
Improving
society
Community effectiveness measure
An independent evaluation of our
community programme
Suppliers
Supplier relationships
A measure of the overall success
of BT’s relationship with suppliers,
based on our annual supplier survey
H&S: lost time injury rate
Lost time injury cases expressed as
a rate per 100,000 hours worked
on a 12 month rolling average
H&S: sickness absence rate
Percentage of calendar days lost
to sickness absence expressed as
a 12 month rolling average
Diversity
A measure of the diversity of the
BT workforce
Employees
Employee engagement index
A measure of the success of BT’s
relationship with employees,
through its annual employee
attitude survey
Key performance indicators Direct company impacts: Non-financial indicators
Integrity
Business practices measure
How our Statement of Business
Practice is implemented.
Measured through a regular
employee survey
Ethical trading
A measure of the application of BT’s
supply chain human rights standard
Investment to improve society
To improve customer service
based on getting things right
first time (RFT) in line with
our corporate scorecard
By December 2020, BT group
will reduce its CO2e emission
intensity by 80% against 1997
levels. New target set in 2008
BT group will reduce the
tonnage of waste sent to
landfill by 8% from 2009
Maintain evaluation score at
over 90%
To achieve a rating of 80% or
more, based on the question:
‘How would you describe the
quality of your company’s
relationship with BT?’
Reduce to 0.157 cases
Reduce to 1.9% calendar
days lost due to sickness
BT will maintain a top 10
placement in four of five major
diversity benchmarks. Includes
four UK benchmarks and the
Schneider-Ross Global Diversity
benchmark (from 2008)
Maintain or improve the
2009 level of employee
engagement. We moved to a
five point scale this year, and
have restated previous scores
We plan to make this indicator
more broad-ranging to
include all relevant policies
including our new anti-
corruption and bribery, and
gifts and hospitality policies
To achieve 100% follow up
within three months for all
suppliers identified as high or
medium risk, through our
ethical standard questionnaires
Maintain a minimum
investment of 1% of
underlying pre-tax profits
17%
improvement in
RFT service from
2008
CO2e 906,000 tonnes
44% reduction
43% intensity
reduction
17% reduction in
waste to landfill
from 2008 (UK
only)
91%
85%
0.160 cases
2.17%
BT is in the top
10 placement in
four out of the five
major diversity
benchmarks
3.61
77%
78 risk
assessments with
100% follow up
1.01%
9% improvement
in RFT service from
2007
CO2e 920,000 tonnes
43% reduction
52% intensity
reduction
22% reduction in
waste to landfill
from 2007 (UK
only)
79%
78%
0.188 cases
2.43%
BT is in the top
10 placement in
four out of the five
major diversity
benchmarks
83%
234 risk
assessments with
100% follow up
1.02%
3%
increase in
customer
satisfaction (our
previous measure)
CO2e 896,000 tonnes
45% reduction
52% intensity
reduction
8% reduction in
waste to landfill
from 2006 (UK
only)
70%
New measure
in 2008
0.238 cases
2.43%
BT is in the top
10 placement in
three out of four
main UK diversity
benchmarks
87%
413 risk
assessments with
100% follow up
1.05%
3.60 3.62
Target 2010 2009 2008 2007
Non-financial corporate responsibility KPIs
BUSINESS AND FINANCIAL REVIEWS