Telstra organizing for growth, innovation, and customer service

December 1, 2009

3 Min Read

MELBOURNE -- Telstra CEO David Thodey today announced organisational changes that would help the company grow in key markets, invest in innovation, and provide better customer service.

Mr Thodey said the changes were another step towards implementing the refreshed strategy that he had outlined to investors and shareholders in recent weeks.

"Today I am taking another step to organise Telstra around our core strategy: to compete in the fastest-growing markets in Australia and overseas, lead the industry by investing in new products and services, and deliver a better experience for our valued customers," Mr Thodey said.

The key changes include:

  • The creation of two new product units, headed by Justin Milne and Philip Jones, to enable Telstra to compete effectively in fixed and mobile markets.

  • 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 to further drive Telstra's network and technology excellence.

  • 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.

Mr Thodey also announced that Holly Kramer, Group Managing Director, Telstra Product Management, had decided to leave Telstra to pursue other opportunities.

"I would like to thank Holly for her contribution to the company during a time of incredible change. She has done a tremendous job managing the development and lifecycle of our domestic product portfolio. Everyone at Telstra wishes her every success in her future career," Mr Thodey said.

Mr Thodey said 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.

"These new groups will help us focus on opportunities in markets that are most important for Telstra's future, like the 'digital home'. This structure will allow us to continue to innovate and provide leading-edge products and services that meet our customers' needs," Mr Thodey said.

Mr Thodey said the new International unit headed by Tarek Robbiati would bring together all of Telstra's Asian assets and expertise into one dedicated unit for the first time. He said Sensis would remain responsible for product expertise within the Chinese media assets. Mr Thodey also said that Telstra would operate its New Zealand and Australian businesses as part of a single trans-Tasman market.

"Asia is a very important market for Telstra and the creation of this new unit enables us to take a co-ordinated approach to our performance in one of the world's fast-growing markets," Mr Thodey said.

Mr Thodey welcomed Robert Nason to the new position as head of Customer Satisfaction, Simplification & Productivity. Mr Nason has 18 years experience consulting to the telecommunications industry, leading and managing assignments in the areas of strategy, operations, productivity improvement and transformation. He will join Telstra in February 2010 from Tabcorp, where he has been Managing Director, Wagering.

"Robert will bring to Telstra a wealth of experience that will help us improve customer service and satisfaction - a critical element of our strategy for success and growth in the market," Mr Thodey concluded.

Telstra Corp. Ltd. (ASX: TLS; NZK: TLS)

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