Personal Development PlanBy Zeal Liew

May 26 – June 15

- Start induction and learn route to learn/ e learning in the main BT overall course and CDSS induction training

Challenge:-This process helps reduce stress and anxiety associated with a new job.

Learn new task and test how to perform the MIS delivery to the customer

Benefit: I can get to know more information about BT function like organization chart, BT policy and new knowledge practice procedure.

-Outcome: The training provided the equipment and information necessary to carry out our working effectively.

Q1 2014 Timeline

June 15 – June 30

- Start arrange a meeting and knowledge transfer call to Europe country like France, UK, and Italy.

Challenge:--Each task should be explained and understand it, and then the trainee should be left for a short of practice, later I should come back to test on the progress, see if the information has been learnt and if they can proceed to the next task.

Benefit: Get to know how to complete day-to-day tasks and contract/project should take place over a number of days.

Outcome: I did the knowledge transfer with Service Manager to build a working relationship and collaboration with them for what report suppose need to transfer to CDSS.

Q1 2014 Timeline

July 1 – July 15

- Continue the MIS knowledge transfer to CDSS

- Challenge: Communicate and asking the question with Service Manager for how to create the accurate report and right procedure

Benefit: Learn how to produce the MI report like Incident, Capacity, Performance, Technical and Service Review Meeting

Outcome: Able to do the transition for new contract for Vallourec VM Tubes(FR), Air France(FR), Bluelink/ Frequence Plus Service (FR), SB Alliance(FR), FIAT [From beginning for Italy contract upgrade to Worldwide/ Global contract]

Q2 2014 Timeline

July 15 – July 31- Help Phase 4 team member applying and get the Expedio access and

GS Portal access. Besides that, also involve some training like MPLS training.

- Attend different discuss call with AMEA and APAC in the local showcase like Service from BT launch, Q1 result web chat with Luis Alvarez

Challenge: Have to find and contact the site administrator to get the access and chaseLearn how to used the Expedio systemBenefit: Connect the BT world business and receive latest news what about BT strategy will coming soonConnected with others BT staff like TSO, HR, GS, BT Group people shareOutcome: Finally receive the Expedio ID and access right to log in and do practice the great outcome of performance

Q2 2014 Timeline

August 1 – August 31- Join the CSR activities like Zoo Volunteering in Zoo Negara. Continue KT session to more

advance and start a parallel run for FIAT contract. - Attending the Level 8 Kuala Lumpur showcase AMEA talk for “An Audience with Martina

Navratilova – A BT Sport Ambassador” by BT Sport for the BNP Baribas WTA Open Championship

Challenge: SM was out of office a month and have others contact for asking question of contract and reporting status however still able to manage the procedural of MI service delivery with right first time and on time deliveryCustomer Social Responsibility is challenging to volunteer yourself to serve people good care among us and awareness to help other’s to more civilization and human rightPractice the technical process for how to create the right output of service to the Service ManagerBenefit: Know how good of BT communication system and learn through receive the BT sharing across globally.Learn the different methodological of Management Information reporting skill, advance service delivery practice like create and modify macro and pivot tableOutcome: Closed with good result of service delivery to the Service Manager and consolidate what customer experience needed across different country

Q2 2014 Timeline

September 1 – September 30- Continue parallel run for the FIAT contract and at the same time new parallel run

for other contract. - Attending 3rd Sep global call for GCS All team call to introduce CDSS will become

Central Business Service(CBS) by Sumit.- 9th Sep call fir GCS All Hands Webcast – Intravision webcast by Rogier

Bronsgeest, President Global CS.- 15th Sep call for Launch of BT new service position by Kelvin Taylor.- 18th Sep call for BT SEA Town Hall : latest town hall and business update by Ron,

MD SEAChallenge: Process final parallel run of the contract and reporting and double confirm SM there was no any mistake happened before proceed to go live report on next monthChasing other SM to provide the detail while communicate and cooperate with Transition Specialist to provide some idea to proceed the next step of Transition periodBenefit: Know more experience about BT function across different line of business and professional approach good product and service to the customerOutcome: Final parallel distribution without mistake and then can proceed go live report on next month

Q2 2014 Timeline

October 1 – October 31- FIAT contract going live by producing the correct report and add on more

report coming soon. Continue parallel run with others contract. - Join the CSR Helping Hands Program for Take Your Kids to Work Day and

helping for Charity Fund.- I am join a sharing call with Kevin Taylor for the AMEA All Team Call to

update for AMEA business.- Join BT SEA Townhall by Ron,MD South East Asia to know the business that

we are doing and improve our work environmentBenefit: Get to know more about BT business across different regionExperience how to deliver and improve our work and development phase in CDSS and CBS.Challenge: Discuss with SM for how to deliver the accurate report to the customer. Schedule the time and set the target that when we provide the service delivery.Outcome: Consistent communicate with stakeholder on the development for the project and the contract status. Help others people in assistance and support each other and influence to them that we are here to help and provide the best service in different area

Q3 2014 Timeline

November 1 –November 30 Bluelink are finish parallel run and currently waiting response for SM, Jean

Simon to going live. Attending a call with Sumit for “Welcome to CBS: building tomorrow’s vision

today”. Get involve the coming project for the Lloyds Banking Group from BT Change

Team to handle LBG Change Management Project Involve the BT Value Change Brainstorming and participate in Change Video. Involve the People Engagement Committee and Team Representative to plan to do fun around the work.

Attending Tony Chanmugam AMEA-wide virtual townhall to discuss the opportunities lie to improve and what cost transformation means regarding culture change.

Form a sharing about Positive Attitude at Work in Team Meeting and fun experience together

Benefit: Gain speech and lead in meeting, time management and responsibility on preparation and learn organized experience. Challenge: First 10 CD work for focus on priority MIS contract. Beside that, I also dealing with new project and people engagement across whole BT Group. After that, need to organize the coming project by scheduling time and job status. Follow up the email and contract status by receiving the right info and clear condition Outcome: Get appreciation from Senior SM, Mario Fossa for the FIAT contractFinish the given task and involve people engagement across different area and receive invitation on different discussion to do improvement and development

Q3 2014 Timeline

December 1 –December 30 Start handling new contract for National Australia Group on monthly report deliverable. Attending Service Management Profession call for how to be professional in SM and find the new enhanced learning pathway and career pathway in BT. Involve the CDSS Handbook Project to demonstrate overall of CDSS KL position Join the Lloyds Banking Group Expedio Cleanse Project to cleansing the expedioRM database Join the SEA townhall to discuss challenging leadership, our pioneers finding and suggestion, recognizing& thinking our employees. Join Managing project closure with the end customer to learn more about effective project closure and handover project plan Join MIS Traxx team to develop Project Traxx system and track each contract and reportBenefit: Enhanced the skill and knowledge in Service Management, ITIL, Leadership and Team Collaboration, Delivery in effective project plan and project strategy Challenge: Rearrange the report deliverable and FTE time taken . Have to time arrange and prioritize for each contract and project depends on SLA time and Quality Parameter. Beside that, also involvement on ad hoc task to improve our service level and MI standard. Outcome: All task delivery on time and improve service quality level. Get BT Value Award Nov 2014 – PRIDE value Champion of the Week for Service Management by Christina Knapp, Vice President GCS Client Services Europe and Profession Champion by Dr Tanya Goldhaber, HR Insight Analyst

Q3 2014 Timeline

January 1 – January 31

Continue to work on LBG Change Cleanse Project and finish the phase 1 project with 1.5 k reference

Spreading the news and word of BT Academy, Customer First in #mycustomertoday and ITIL Knowledge Call to get touch and involve BT Involvement Participation in our team and globally

I am submit on time and RFT correct in contract and report on time while I admitted medical leave and rest at home as work from home

I am entitled to involve Service Management Profession – Bi- Weekly Champion.

Involving and develop MIS Traxx project implementation and documentation

When SMEs and Quality Analyst request for required documentation and verification, I will reply immediately and respond with good recommendation and feedback to them.

Following and updating monthly progress of CDSS Operational Review

Attending webcast call with Sumit for CBS Quarterly Review.

Generate auto-setup mail with NAG SM that can able to receive the daily Centera NAG progress report

Updated the Contract & Reporting status, SOP up-to-date in SharePoint, Reporting Tool Questionnaire , CSAT KL Data to SME

Challenge: Personal accident happening due to right ankle fracture, however still able to continue service MI reporting delivery to the Service Manager

Compare the current service and the value being provided to the business and the long term goals and objectives of the business.

Follow the process of availability management to define, analyze, measure and improve all aspects of the availability

Q4 2014 Timeline :2015

February 1 – February 28

- Having review discussion with SM to check back current performance in each reporting and sharing what we can improve in next month reporting

-Have discussion Service Management Profession – Bi Weekly Champion call and involve demo of my profile and the profession homepage given https://myprofile.bt.com/academy/profession/sm/Pages/Home.aspx

-Continue spread the word of awareness and engagement is growing

-Do Back up sharing contract and reporting for main and back up support form triangle support connection

-Join Service Management – All Hands Call share about Pivotal Role Pathway and Customer First

-Help team to clarify the contract gap and report status and overall FTE status.

-Help SMEs dealing with added information into CSAT MIS

-Receive a new front door request to additional new FIAT report and report enhancement.

-When back up not around will help them support and submit report on time.

-Able to request for more assignment and project to help the team increase the effort and balance all workload for each other.

Challenge: Understand a customer business issue that has led to a proposed solution, reporting change a technical delivery will need and how MIS can assist with this.

Effective internal and external relationship to produce successful business performance and results.

Make sure every interaction our customers have with BT is an easy one, and one they would recommend

Define how project objectives are to be achieved including activities, outputs, and

QQ4 2014 Timeline :2015

March 1 – March 31

-Attend Ticket Scrubbing and Service Desk Knowledge training while at the same day on time delivery for all the report at right first time with good quality

-Support and help my back up, Is for the PepsiCo Weekly report and also Radianz report

-Advice and support FIAT Data Centralization for all region reporting into 1 PICs

-Attend BT Global Services – Produce overview, Strategy Development, The Internet of Thing, Overview of the BT Approach to Change Management

-Transition new Contract and handover of reporting for CLARINS from France

Challenge: Define how project objectives are to be achieved including activities, outputs, and resources.

-Optimize the workload and work under one account in contract management

Outcome: Able to carry out the procedure activities in support of planning and scheduling include project arrangement and effort effectiveness.

Benefit:

Q4 2014 Timeline :2015

Apr 1 – Apr 30

- Completed end of LBG Expedio Cleanse Project.

- Participant as committee of Annual Dinner Planning & Execution.

- FIAT receive more incoming report, more stabilize and more challenge to arrange the workload and time management

- Attend Discover the New Change Management Mindset.

- Continue participate as BT – MEET committee and plan upcoming activities for this year.

- Attending a view from the customer, DB Schenker and Process Improvement Training.

- Join Continual Service Improvement: Join the service management profession lead, Melanie Kirby, and Barry Corless from Global Knowledge for a knowledge call on Continual Service Improvement.

- Join ITIL Do You Good: Join the profession lead, Melanie Kirby, and ITIL consultant, Rob Goodwin-Davey to hear why ITIL will do you good and how the profession can support with your ITIL learning.

Challenge: Outcome:

Benefit:

Writing email

Communication(challenge)

Spreadsheet for Learning Home and BT Academy

Q1 2015 Timeline :2015

May 1 – May 31

- Join as part of BT Saveshare International 2015 member.

- Participate BT Value - Customer video and sharing our customer first and customer value

- Join Service in TSO & effective PDP’s : Join the profession lead, Melanie Kirby, and Noreen McDonnell, TSO Skills & Learning Partner, to hear about service in TSO and gain an insight into their success with PDPs.

- Continue participate Service management profession : Overview session of the BT Academy , the service management profession and how to get started with MyProfile.

- Attend Customer First & Continuous Improvement: Join Carol Waldron, Director Meritocracy, and Joe Hilderbrand, Head of Organisational Health Customer First to hear more about how the academy is supporting the new continuous development approach and an update on the customer first programme.

- Join Service Operation Discipline Launch Call: Join the discipline lead, Richard Heath, to find out what‘s on offer for members, how to find the learning that‘s on offer and how to take part.

- Join An introduction to the itSMF: Join the service management profession lead, Melanie Kirby, and Colin Dudley from itSMF to hear why and how to take advantage of our BT membership and what support and learning is available.

Challenge: Outcome:

Benefit:

Q1 2015 Timeline :2015

June 1 – June 30

- Perform Annual Dinner Team Performance

- Join and share #mycustomertoday , tell what I doing for customer experience on that day

- Participate BT CBS Strategy 3 year plan and give idea how do we achieve BT Strategy 3 years Target

- Join Service Transition Discipline Launch Call: Join the discipline lead, Colin Duncan, to find out what‘s on offer for members, how to find the learning that‘s available, and how to take part.

- Join Customer First and Behaviour Change: Join the profession lead, Melanie Kirby,andBeatriz Butsana-Sita, MD Customer First to hear more on the customer first programme and the behaviour changes required which make customer first a movement and a mindset that compels us to think creatively and think customer, day in, day out.

- Join Service management open surgery: Join the profession lead, Melanie Kirby, and the customer first faculty architect, Chris Knapp on an open surgery. Join to hear a recap of the week, an overview of how people managers can engage their teams and ask any questions you may have about the profession or the academy.

- Checking Report Issue under Christina Knapp, cooperate with SME and provide feedback on what customer expectation on our MI reporting.

- Do MI report survey for what Macro generation can expect to report automation.

Challenge: take part in a focus group to help me gather feedback on what’s working and what we could do better in the Customer First

I’ve made a few changes to the times and hope you can still make this time/date.

Q1 2015 Timeline :2015

July 1 – July 31

• Join CBS Quarterly Webcast

Challenge: take part in a focus group to help me gather feedback on what’s working and what we could do better in the Customer First

I’ve made a few changes to the times and hope you can still make this time/date.

During the call, I’ll ask some questions relating to the profession engagement, online experience, learning and your general view of Academy. I’ll record the call – but that’s only so I can take notes. Any notes I take will be anonymous

Outcome:

Benefit:

Q2 2015 Timeline :2015

I am been provide the MI reporting to Service Manager and Contract Manager and asking the feedback to improve our IT solution.

Deliverable service and reporting on time and right first time with good quality, review what necessary need to develop our best service

Get to know what the requirement for the customer needed is and find the best provision to advance our business relationship.

I’m corporate with my line manager, SMEs and Associates to being part of ‘Team BT’ and working together to achieve our services.

I am welcoming the new project coming and willing to help others. I respect and caring to colleagues and customer. I am enjoy working with diverse workforce and good looking at things in

better ways. Make change happen, drive for simple, compelling plans with clear roles

and responsibilities Think commercially: Focus on reporting and find a way of improvement to effectiveness and

efficiency. Anticipate change and act quickly Take ownership to find new possibilities like BT Academy

Summary APR 2014

When I have worked with Service Manager to deliver MI report. I have to get know what is the requirement from Service Manager and others customer. If deliver a good service get to know how to complete each task should be understand it and how to complete the task. I able to do the knowledge transfer with Service Manager and build customer responsibility and collaboration with them for what report and service need to transfer to CDSS/CBS. I able to discuss with Service Manager for how to deliver and improve the accurate report to the customer. I am experience how to distribute and advance our service work and development in CBS. Schedule the time and set the target and requirement to provide the service delivery on time. Consistent communicate with stakeholder on the development for the project and the contract status. I am able to get to know more about BT business across different region. Help others people in assistance and support each other and influence to them that we are here to help and provide the best service in different area.

Summary APR 2014

I am been provide the MI reporting to Service Manager and Contract Manager and asking the feedback to improve our IT solution.

Deliverable service and reporting on time and right first time with good quality, review what necessary need to develop our best service

Get to know what the requirement for the customer needed is and find the best provision to advance our business relationship.

I’m corporate with my line manager, SMEs and Associates to being part of ‘Team BT’ and working together to achieve our services.

I am welcoming the new project coming and willing to help others. I respect and caring to colleagues and customer. I am enjoy working with diverse workforce and good looking at things in better ways. Make change happen, drive for simple, compelling plans with clear roles and responsibilities Think commercially: Focus on reporting and find a way of improvement to effectiveness and efficiency. Anticipate change and act quickly Take ownership to find new possibilities like BT Academy Develop great people: I need ongoing training and development to help the team become more effective, and take on bigger and more significant

challenges. When people come to me with a problem, I ask questions to better understand. I track and manage myself and my team competencies related to personal and organizational needs. Possess strong commitment to team environment dynamics with the ability to contribute expertise and follow leadership

directions at appropriate times. I am enjoy work with BT as a team member as well as independently. All reports, project and correspondence are completed on time and has less than 1% error rate on service work. I always at work on time and never misses work without prior approval and appropriate notification. I always follow through and find the answer to any question and reports back to the customer I will identify customer needs and ensure that the service and reporting is able to meet their requirement. I believe on customer’s perception of the service is an important factor in value creation because they need to believe that

the service has value. I work for BT because I believe we can change the world. I am zealous about building a great BT brand and get behind the

great BT supports. Takes pride in work and strives to improve work performance.

How to deliver APR 2014

I am passionate and zealous to improve learning development and willing to contribute to a community of practice to boost my skill on career pathway and learning pathway.

I am PRIDE winner for BT value recognition and proud to be BT and also ready to transition growth a better CDSS organization. I am ensure work under the guidance of the lead team and ensure all transition are scheduled and implemented within the CDSS framework methodology. I am health and strong to manage the agenda without absent and meeting overall schedule for transition work into CDSS KL operation, obtaining operational sign off on work on time. I also will document placement services provided in accurate manner. I am organized and accountable to prepare the transition effectiveness, adherence to transition plan. When outside of work hours, I will spend time to learn and study through route-to learn and accredited learning pathway to continual professional development. I join BT Academy and BT-wide Professional Community to attend different training and education deliverable to help me develop my expertise as a Service Management, Business Transformation & Programme and Project Management. I want to work out where I want to be and build my personal development plan to gain the accreditation, qualification, skill and experience needed. I will support the delivery team during parallel run and ensure all activities are successfully handed over to operation meeting RFT and OTD parameters

Summary APR 2015

I work for BT because I believe we can change the world. I am Zealous about building a great BT support. Get recognition and certificate of recognition BT Value Award Nov 2014 – PRIDE value

From start Day 1 working until December (7month) without take any medical leave

Consistent attendance, punctuality and appearance the way we work on time from 9am – after 6pm

Become more stabilize on existing contract and willing to request for more contract and project in future

Appreciation from Senior Service Manager, Mario Fossa message on the next slide below, establish and maintain effective working relationship with colleagues and customer alike across different country.

Achievement

As per attached screenshot below is receive an appreciation message from Senior Service Manager, Mario Fossa

Appreciation Message

Personal Development Plan 2015 - 2016

As per attached screenshot below is receive an recognition and selecting me message from Christina Knapp, Vice President GCS Client Services Europe as Service Management Champion of the Week

Receive a recognition and selecting me message from Dr Tanya Goldhaber, HR Insight Analyst in BT Group as Profession Champion of the Week

Appreciation message

My initial focus would be to work to my full potential on MIS task, enjoy for supporting my team and strive to set a good example.

Once mastered, I see myself into higher management role.

I am passion with management and challenges of leadership

- I want to be Analyst or SME role in coming 6 month – 1 year

- In future, I wish I can be TM or SM in next 2 – 3 years.

- I wish I want to get more ad-hoc duties and project in coming soon

Career Path in Future

Wish to learn more skill and get certified to be professional.

Want to get a Certified ITIL 2011 Foundation, Certified Associate Project Management(CAPM), Certified Information System Auditor(CISA), PRINCE2 in coming 6 month.

Soft skill training for the leadership skill, management skill, effective communication skill, professional writing email and etc.

Skill Development: Wish to get the Leadership Development Certification Program, SQL Server Certification, SAP FI/CO Certification, Certified Information System Security Professional, Certified Business Analyst Professional, Project Management Professional Certification

What do you expect in Future?

I want build my career in Management Information System, Finance, Business Management, Central Business Services, Big Data, SQL, Excel, Macro, Access, .Net , SAP, Oracle, and Business Intelligence

The dedication and commitment to my career to continue learning.

Get certified and get ahead as MIS/IT continues to grow and expand.

The purpose to get ITIL certified is to want to be Analyst or SME in coming 6 month – 1 year with technique and professional skill in MIS and also in CDSS.

Career Aspiration

Development Need:Personal Development Plan-Want to become Analyst or SME in coming 1 year – 2 year. -In Future wish to be Team Manager or Service Manager in next 2 – 3 years. -Wish want to get more ad-hoc duties and project soon Career in next 3 years: My initial focus would be to work to my full potential on my work task, enjoy for supporting my team and strive to set a good example. Once mastered, I see myself in management role. I am patient with others and like the challenges of leadership.Goals of Life: Wish to learn more and get certified in to be expert specialist in coming 3 years .Be a leader handle the teamand be higher management in coming 3 years too.

What do I expect in future?-Want to get a certified ITIL 2011 foundation, certified Associate Project Management (CAPM), Certified Information System Auditor (CISA) and etc in coming 6 month.-Soft skill training for the leadership skill, management skill , effective communication skill, professional writing emailing and etc. for professional skillAchievement -From start Day 1 working until Dec (almost 7 month) without take any medical leave -Consistent attendance, punctuality and appearance the way we work on time like from 9am – after 6pm-Become stabilize contract and wish want to request for more contract and project soonAction / Measure:-Appreciation from Service Manager from Mario Fossa message below, establish and maintain effective working relationships with colleagues and customers alike.What do I expect in future?-Want to get a certified ITIL 2011 foundation, certified Associate Project Management (CAPM), Certified Information System Auditor (CISA) and etc in coming 6 month.-Soft skill training for the leadership skill, management skill , effective communication skill, professional writing emailing and etc. for professional skill Career Aspiration: I want build my career in Management Information System, Big Data, SQL, Excel, Macro, Access, .Net, SAP, Oracle, Business Intelligence, Finance and Business Management. I wish have an offer for technical or professional course in future

Skill Development: Wish to get the certification for Six Sigma, Leadership Development Certification Program, SQL Server Certification, SAP FI/CO Certification, Certified Information System Security Professional, and Certified Business Analyst Professional, Project Management Professional Certification

Personality: -Think positive thought, both about myself and others in general. -Help whatever I can do, do the best, helping other people solve their issues.- Discipline, self-motivation

Think positive thought, both about myself and others people.

Help whatever I can do, do the best, helping other people solve their issues.

Discipline and self-motivation.

Personality