France Telecome becoming a case study

The managerial turmoil at France Telecome over a spate of work-related suicides is likely to become a case study in failed change management, firstly, and public relations, secondly.

A report in The Guardian on 6 October 2009, points to a (French) video of the company’s chairman and CEO, Didier Lombard, speaking to Telecome’s managers in January 2009.  The paper reports that Lombard says

“those who think they can just stick to their routine and not worry about a thing are sorely mistaken”.

The article goes on to say

“He went on to suggest that staff outside Paris spent their time at the beach, fishing for mussels, adding those days were “over”.”

The last quote sounds like a joke between colleagues but as suicides had already occurred at the time of this speech, it was in poor taste even then.

For those outside of France, Lombard was set on the path of making the company relevant to contemporary ICT needs.  A short article from 2005 says

“France Telecom Chief Executive Didier Lombard is merging telephone, Internet and mobile offerings under the Orange brand as part of a three-year program called NExT, an acronym for New Experience in Telecom services.”

There are similarities with a range of telecommunications companies that needed to change – British Telecom, New Zealand Telecom and Telstra to name a few.  Telstra’s management change earlier this century with Sol Trujillo and Phil Burgess caused considerable shareholder and political turmoil with their change strategies.

Organisational change from administrative agencies to commercial entities can be a life challenge but it can be done with time and careful planning.  The suicides at France Telecome seem to be an extreme example of how this process can be mishandled.  However, just as with cancer clusters, the actual cause is often difficult to identify and sometimes can remain a mystery or coincidence.  The circumstances at France Telecome need to be carefully studied from when the change management process began, well before the first suicide.

At the moment we are in the period of shock and panic responses by the company.  Every suicide heightens this panic.  Hopefully the measures being put in place now by the company will achieve a more considered, and long-lasting, corporate result.

Kevin Jones

Executive resigns over work-related suicides

According to various media reports, a senior executive of France Telecome has resigned due to the mismanagement of the organisational restructure of the company which has been happening for almost two years and that, some say, has led to suicides.

One report says:

“France Telecom’s deputy chief executive Louis-Piere Wenes had faced calls to resign from employees who say management policies are responsible for the firm’s so called “spiral of death”.”

A UK newspaper includes a quote from M. Wenes:

“Despite the hard edge of the technological and economic fight, especially in our business, nothing can justify men and women putting an end to their lives. Today, like before, I cannot accept it.”

France Telecome’s media statement reads:

“Louis-Pierre Wenes, the current Deputy CEO in charge of Operations in France, has asked Didier Lombard, Chairman and CEO of France Telecom, to relieve him of his responsibilities. Didier Lombard has accepted this request and thanks Louis-Pierre for all that he has accomplished since December 2002 and for the significant contribution that he has made to the turnaround and the performance of the Group.

As of today, Stephane Richard is appointed Deputy CEO in charge of Operations in France.”

UPDATE: 7 October 2009

Additional information and links available HERE

Safety Institute gets a seat at the OHSAC table

SafetyAtWorkBlog has been informed that the current CEO of the Safety Institute of Australia (SIA), Gary Lawson-Smith, has accepted an invitation to join the WorkSafe Victoria’s OHS Advisory Committee (OHSAC), as a representative of the SIA.  This is a terrific win for the SIA as it adds a degree of legitimacy to the organisation’s developing professionalism.

Lawson-Smith has had a long administrative role in the airline and air safety sectors and was a Carlton footballer for a short time.  He has no formal OHS qualifications but an OHS qualification is not a prerequisite for OHSAC.

Also, it is understood that the OHSAC position is conditional on Lawson-Smith keeping the CEO role with the SIA.  If he leaves, the SIA could nominate someone else for the role.  SafetyAtWorkBlog notes that Lawson-Smith had advised the SIA National Board previously that he was not renewing his contract at the end of 2009 but he is believed to have been talked out of this decision.

Several other OHSAC appointments have also been rumoured.  It is understood that the “tenure” of one of the two independent representatives, both who have been on the committee since its inception, has not been renewed.  It seems odd that one independent representative is “let go” and the other retained.  It would be interesting to know the reasons for departures from the Committee as much as the reasons for new members.

Whether the SIA appointment is a direct replacement is unclear.  Whether the SIA is to be one of the two independent representatives (as required under the Victorian OHS Act 2004 (Division 6 Section 19) is also unclear.

The Act requires

“2 independent persons who the Minister considers have appropriate expertise and experience in occupational health and safety”

The SIA Victoria Division has a number of very prominent OHS academics and practitioners but, even though OHSAC reports to a Victorian administrative agency, it is understood that the Victorian WorkCover Minister, Tim Holding’s, letter was to the Safety Institute’s CEO, a national position.

Prominent ergonomist, Professor David Caple, is an independent OHSAC member well known to SafetyAtWorkBlog.  Caple takes his advisory role seriously by encouraging Australian safety professionals to raise any OHS concerns with him so that he may be able to provide a broader experiential context to some of the WorkSafe Board’s initiatives.  He makes an annual appearance at the Central Safety Group in Victoria to encourage a broad range of input.

One of OHSAC’s legislative  functions is to

“to enquire into and report to the Authority’s Board of Management on any matters referred to it by the Board in accordance with the terms of reference given by the Board; and

advise the Board in relation to:

  • Promoting health and safe working environments: and
  • The operation and administration of this [OHS] Act and the regulations…”

The significant element of OHSAC is that it is only reactive to the WorkCover Board.  If the Board does not seek opinions, effectively, OHSAC has nothing to do.  The Victorian Trades Hall Council, in its 2008 submission to the Model OHS Law Review, expressed great concern about OHSAC

“The Occupational Health and Safety Advisory Committee (OHSAC) is established by s 19 of the Occupational Health and Safety Act 2004 (OHSA 2004).  However, this body has limited functions and no reporting line to the Minister.  Other than a specific role for OHSAC in the development of ARREO training, the OHSAC is limited to reporting to the Board on matters referred by the Board.  It has no capacity to ‘set the agenda’.”

“The Committee has met only 9 times since March 2005 and other than resolving the training issues relating to ARREOs, which is a specific requirement of OHSA 2004, the Committee has not been given the opportunity to deal with any strategic issue in any meaningful way.”

“Decisions of the Board on OHS are not transparent. The Board operates without the involvement of key stakeholders and relies on the “good will” of the Chair and CEO to relay information to the Board and back to the OHSAC. It is unacceptable for decisions relating to the VWA as a regulator of OHS to be inaccessible to scrutiny.”

SafetyAtWorkBlog is always concerned about the transparency of organisations associated with the promotion of safety and there is very little public information available about OHSAC.  Even the membership of the committee is taking SafetyAtWorkBlog some time to put together.  This may be due to the committee membership being updated, as indicated by the SIA’s inclusion, but even the previous committee membership is proving hard to collate form public sources.

The issue of transparency and communication is directly relevant to the OHSAC participation of the Safety Institute of Australia.  SafetyAtWorkBlog has heard that all committee representatives of the SIA, nationally and divisionally, are obliged to sign a Deed of Confidentiality.  Whether this applies to the SIA’s CEO is unclear as Gary Lawson-Smith is not listed as an official member on the National Board.

Some would assert that even if OHSAC did report to OHS stakeholders and members of the OHSAC representatives, they do not do anything of real interest.

The concerns over OHSAC are not restricted to Trades Hall, one of the few public members of OHSAC.  Parliamentarian Bob Stensholt undertook an administrative review of the 2004 OHS Act and expressed the following thoughts about OHSAC:

“Although I note WorkSafe’s comments that OHSAC has not been frequently required to consider key strategic issues because they have not arisen, I am of the view that the Committee is not operating as well as it could be.  There is a lack of conviction regarding the potential effectiveness of OHSAC from all stakeholders.  This impedes the Committee’s ability to work effectively as a representative stakeholder group.”

“It seems OHSAC has primarily been treated as an ‘information sharing’ committee by WorkSafe.  I do not believe this is what was intended by Parliament when the Bill became law.  Rather than merely providing OHSAC with its business plan for any particular financial year after it has been settled (for example), WorkSafe should also be prepared to engage OHSAC on key strategic issues as they arise in the rolling out of Strategy 2012, rather than just providing the Committee with updates as to how Strategy 2012 is tracking.  A primary consideration for WorkSafe in making OHSAC more effective should be to ensure it adopts”

If the WorkCover Minister, Tim Holding, is reviewing the membership of OHSAC in response to some of these concerns, his action is to be applauded, but, at the moment, OHSAC looks ineffective and of limited use.

The Victorian Government’s response to the Stensholt report referred Stensholt’s recommendations on OHSAC to the Victorian WorkCover Authority’s Board of Management for consideration.  OHSAC works to the direction of this very Board.

Gaining a seat at the OHSAC table remains a major feather in the cap of the SIA and the years of lobbying undertaken by a number of SIA officials should not be dismissed.  The size of the feather in the cap, however, depends on who one talks to.

Kevin Jones

Leadership, MBAs and Community

The G20 summit in Pittsburgh, United States, this week will include a lot of analysis of the global financial crisis and various stimulus packages.  Some, such as Professor Henry Mintzberg,  have pointed the finger at business courses, such as the Master of Business Administration, that have encouraged personal greed.  Some in the executive industry describe (rationalise?) this as creating “shareholder value”.  Regardless of which ideological side one takes, MBA’s are getting a makeover.

In a recent article Professor Rakesh Khurana of Harvard University has argued that

“…the shareholder model is too blunt and does not capture the reality of business”.

But before one categorises Khurana as an advocate of the left, Khurana operates within a bigger context.  Khurana argues that

“…a professional ideology of “service to the greater good” is not at odds with the principal of shareholder value creation.  It actually grounds shareholder value morally and integrates it in a richer multidisciplinary context.”

The multidisciplinary approach to management is familiar to anyone who has studied risk management but it seems to be radical in the financial sector.  Professor John Toohey of RMIT University’s Graduate School of business  has said in the same article as referenced above

“We fail as a business school if we don’t excite and frighten our students, and get them to think about the bigger issues, what sort of moral footprint they will be leaving… We do this by emphasising ‘work-integrated learning’, by trying to give our students experience of how complex issues are considered and managed in reality.”

Earlier this year Professor Toohey chaired an event that discussed the role of science and business.

But that integrated approach to business management requires a receptive audience.  Henry Mintzberg, mentioned above, wrote an article on leadership for the  Harvard Business Review for July/August 2009  that seems to talk about workplace culture without using that term.  Mintzberg talks about reestablishing a sense of “community” in corporations.  By community he means:

“…caring about our work, our colleagues, and our place in the world, geographic and otherwise, and in turn being inspired by this caring.”

Some would see this as “engagement”, others could compare this approach to establishing a social consciousness for the workplace.  Many OHS professionals will see elements of community in many of their activities around a workplace safety culture.

The full/longer article is well worth obtaining (it was reprinted in the September edition of the AFR Boss magazine in Australia) as it lists the following lessons, amongst others:

Community building in an organisations may best begin with small groups of committed managers.

The sense of community takes root as the managers in these groups reflect on the experiences they have shared in the organisation.

The insights generated by these reflections naturally trigger small initiatives that can grow into big strategies.

The discussion about “communityship” seems to have strong echoes in other business management strategies.  At the core are the same concepts being discussed in different terms.  The trick is to ignore the competitive claims of ownership or intellectual property to get to the useful truths that lie within.

Kevin Jones

Safety Leadership push in Queensland

Expect quite a few OHS statements coming from Australian politicians as the country approaches Safe Work Australia Week in late October 2009.

On 16 September 2009, the Queensland Attorney-General and Minister for Industrial Relations, Cameron Dick, sought support for a

“…groundbreaking new program to reduce workplace deaths and injuries.”

Groundbreaking? Not sure. Perhaps for Queensland.

According to his media statement the “Zero Harm at Work ” program “aims to reduce the shocking number of deaths and injuries in Queensland workplaces.”  Dick goes on to say

“Ensuring safety in the workplace is one of the most important challenges facing industry in Queensland… Every year around 100 Queenslanders are killed at work and 30,000 people suffer serious injuries or work related diseases.  The cost to our State of these tragic deaths and injuries is more than $5 billion a year.  And worst of all, mums, dads, husbands, wives and children are left mourning the family member that never came home from work.”

Dick hits the right targets in the media statement but does safety leadership, particularly these types of programs, stop incidents from occurring in the workplaces?

Or is the effect of these programs to have senior executives feel that they are reducing injuries because they are talking about safety?

SafetyAtWorkBlog has long believed that safety awareness does not necessarily equal the reduction of workplace injury and illness.  “Zero Harm” cannot be achieved without financial cost and it is unclear whether industry is willing to invest the amount of money required to genuinely achieve this aim.

But then if “zero harm” is only a goal, an aspiration, then it doesn’t matter if it is not achieved “at least we tried”.  (Or the total cynic would say “at least the voters saw that we tried”)

There are sure to be more such statements and launches in the next six weeks.  SafetyAtWorkBlog will be looking for evidence not aspirations.

Kevin Jones

Lawyers identify contentious OHS law elements

The Safety Conference scheduled for Sydney at the end of October 2009 has finally got an OHS issue that is contentious and is also a work in progress.  The unions are starting to make noise on the OHS laws.  The employer groups are manoeuvring cautiously.  The safety professionals are largely silent (again) but the lawyers – the group with perhaps the most to gain from the new harmonised OHS laws – are set to analyse and debate.

A media statement from the conference promoters was distributed on September 8 2009 and, very differently from most media releases, is informative without being pushy.  Below is the body of that statement:

Three issues are set to dominate discussion: the burden of proof, the personal liability of company officers, and the impact on prosecutions. Neil Foster, senior law lecturer from the University of Newcastle, believes personal liability is at the heart of the changes.

“The harmonisation process seems to have been driven by directors’ fears of personal liability and the hope that there would be some watering down of the laws,” he says.  “In my view, the Model Act inappropriately waters down the personal responsibility of company officers, although I do support some of the proposed changes in this area, including the acknowledgement that the officer has obligations to exercise due diligence to protect the workers. But with the change to the current onus of proof provisions, it is quite possible that guilty people will now escape justice.”

Michael Tooma of Deacons law firm, who will moderate The Safety Conference’s harmonisation panel discussion, says that while current state laws differ in their approach to the approach to personal liability of officers, all will be reshaped by the proposed Model Act.

“Despite the range of liabilities, all have one thing in common: the officer will be personally liable only if their company commits an offence,” Mr Tooma says. “The new regime does not require this.”

“Under the approved recommendations for the new OHS laws, officers will be liable if they fail to exercise due diligence. That is, the duty has been recast as a positive obligation on officers to proactively ensure compliance with OHS laws rather than an attributed liability in the event of a breach by the company. This is a landmark shift in approach which will have a significant impact on OHS enforcement and compliance.”

The definition of “due diligence” may also be contentious.

“The Workplace Relations Ministers’ Council (WRMC) did not approve the recommendation for a definition of due diligence,” Mr Tooma says. “The Committee had recommended that due diligence be defined in line with existing case law on its meaning, drawn largely from NSW where the term has been in use for almost 30 years.”

“Instead, WRMC preferred to rely on the Courts to interpret due diligence. Practically, that means that the true harmonisation of the scope of the personal liability of officers may have some way to go as each State Court and Territory Court attempts to interpret due diligence in the context of the case before it until a case is brought to the High Court so that an authoritative determination of that term is made which is binding on all state and territory Courts.”

Michael Selinger of Holding Redlich Lawyers points out that company officers found guilty will face increased penalties, rising from the from the current maximum in NSW of two years in prison or fines of $55,000 to fines of up to $600,000 for an individual and five years in prison.

New South Wales employers, however, may enjoy some relief as the burden of proof shifts to prosecutors.

“The new Model Act will have a more significant impact on New South Wales employers than those in any other states because the Model Act is largely based on the Victorian and Queensland Acts,” says Mr Selinger.

“For New South Wales, the onus of proof will move away from the employer as a result of the inclusion of the qualifier of ‘reasonably practicable’ in the general duty to ensure safety under the Act. When it comes to proving liability, the prosecutor will now need to show the employer has not taken all reasonable steps to prevent injury.

“In 95 per cent of cases, shifting the burden of proof to the prosecutor won’t affect the outcome. This is because when an injury occurs, employers examine the workplace to see what actions need to be taken to prevent a recurrence – by doing that, they show that there were reasonable steps that could have been taken, which makes it easier for the prosecution to prove liability. To some extent, there’s always been this tension between trying to improve the safety system and protecting your legal position.”

“The legislation in NSW has historically been enforced more vigorously than in other jurisdictions but most OH&S regulators only initiate a prosecution if it is in the public interest and they have a good prospect of success. Under the new Act, there’s likely to be more of an emphasis on education and cooperation between the regulator and business. We won’t really know the answer to whether there’s likely to be fewer prosecutions until the new Act is implemented – at the end of the day, how it is enforced will be the key factor. The regulator will still have plenty of enforcement tools and there is likely to be a uniform enforcement policy applied across the country.”

On the other hand, Neil Foster believes the onus of proof belongs with employers.

“The Model Act has been legitimately described as ‘a race to the bottom’,” Mr Foster says. “The onus of proof should be placed on employers because they have the greatest control over safety: how hard people work; safety procedures; how money is spent; and safety policies. There is still a lot of carelessness in workplaces and WorkCover sensibly doesn’t launch prosecutions unless there’s a good chance the employer is guilty and hasn’t taken reasonable precautions. I think the NSW safety system has been working well.”

Scarlet Reid, special counsel for Henry Davis York says the impact of reversing the onus of proof is uncertain.

“From a practical perspective, this could make convictions more difficult to obtain in New South Wales,” she says.  “In the absence of any changes that stipulate which courts hear prosecutions at first instance, it remains to be seen if this is in fact the case. It is questionable as to whether real uniformity can be achieved without examining this important issue.”

Ms Reid says employers were likely to benefit from other changes under the proposed Model Act.

“Defendants in NSW and Queensland should benefit from the proposed expanded appeal rights,” she says. “Defendants in NSW may also find comfort in the proposal to abolish the prosecutor’s right to appeal against an acquittal.”

If employers are winners under the changes, unions, who will lose the right to launch prosecutions, protest vigorously against the proposed Model Act, claiming it would be detrimental to safety. Neil Foster agrees.

“The changes to be brought in under the harmonisation process send a message from government to employers: safety’s been too tough and that we’re not so worried about it anymore. It’s very sad.”

Kevin Jones

Fatigue, impairment and industrial relations

Many of the employees in the health sector in Australia have recently been negotiating new employment conditions.  It is rare for the workplace hazards of fatigue and impairment to be given such prominence in industrial relations negotiations.

A major cause of fatigue is the lack of adequate resources for relieving staff.  This issue has been identified for doctors, ambulance officers and firefighters over the last 12 months.

Many important OHS issues are identified in a recent ABC Radio interview with Dr David Fraenkel, the Treasurer of Salaried Doctors Queensland (SDQ).  Dr Fraenkel mentions the following issues, amongst others:

  • Queensland Health‘s duty of care to the public
  • Queensland Health’s duty of care to its employees
  • “wrong site surgery” due to judgement impaired by fatigue

Dr Fraenkel also shows the institutional pressures on individual doctors to not discuss the implications of fatigue.  He mentions that there is a code of conduct that impedes the discussion of issues by health care professionals.

He admits that should a young doctor leave their station to relieve their fatigue they would most likely be “called to account” for their action and their career may be jeopardised for what OHS professionals would admit is an individual taking responsibility for looking after their own safety and health.

Salaried Doctors Queensland has established a website in support of its campaign which includes some factsheets.    The print media also picked up on the SDQ media statements.

Kevin Jones

Concatenate Web Development
© Designed and developed by Concatenate Aust Pty Ltd