This personal development plan outlines Zeal Liew's goals and activities from May 2014 to July 2015. The plan details training, projects, and challenges undertaken to enhance skills in service management, leadership, delivery management, and customer experience. Key accomplishments include successful knowledge transfers, on-time report deliveries, new contract transitions, and involvement in improvement initiatives across multiple functions and regions. The training and experiences helped Zeal develop effective relationship and communication skills while optimizing workload management.

1. Personal Development Plan
By Zeal Liew

2. 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

3. 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

4. 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

5. 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 chase
Learn how to used the Expedio system
Benefit: Connect the BT world business and receive latest news what
about BT strategy will coming soon
Connected with others BT staff like TSO, HR, GS, BT Group people share
Outcome: Finally receive the Expedio ID and access right to log in and
do practice the great outcome of performance
Q2 2014 Timeline

6. 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 delivery
Customer 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 right
Practice the technical process for how to create the right output of service to the Service
Manager
Benefit: 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 table
Outcome: Closed with good result of service delivery to the Service Manager and consolidate
what customer experience needed across different country
Q2 2014 Timeline

7. 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 SEA
Challenge: 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 month
Chasing other SM to provide the detail while communicate and cooperate with
Transition Specialist to provide some idea to proceed the next step of Transition
period
Benefit: Know more experience about BT function across different line of business
and professional approach good product and service to the customer
Outcome: Final parallel distribution without mistake and then can proceed go live
report on next month
Q2 2014 Timeline

8. 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 environment
Benefit: Get to know more about BT business across different region
Experience 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

9. 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 contract
Finish the given task and involve people engagement across different area and
receive invitation on different discussion to do improvement and development
Q3 2014 Timeline

10. 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 expedio
RM 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
report
Benefit: 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

11.  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
Q4 2014 Timeline :2015

12.  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
Q
Q4 2014 Timeline :2015

13.  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

14.  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

15.  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:
Q1 2015 Timeline :2015

16.  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,and
Beatriz 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
Q1 2015 Timeline :2015

17.  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

18.  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

19.  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

20.  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

21.  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

22.  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

23.  As per attached screenshot below is receive an
appreciation message from Senior Service Manager, Mario
Fossa
Appreciation Message
Personal Development Plan 2015 - 2016

24.  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

25.  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

26. 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?

27.  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

28.  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 team
and 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 skill
Achievement
-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 soon
Action / 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

29.  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