Case Study: British American Tobacco achieves real-time workforce optimization with ActiveOps Workware

British American Tobacco Global Business Services (GBS) adopt Workware™ by ActiveOps for shared service workforce optimization

British American Tobacco Global Business Services (GBS) needed a better way to manage back-office workforce performance across 183 BAT operations worldwide. After using spreadsheets and an in-house time tracker, the team lacked a reliable real-time view of operational efficiency, capacity, and end-to-end process performance. ActiveOps’ Workware was selected to support BAT’s global transformation project and improve workforce optimization, planning, and engagement.

ActiveOps implemented Workware Data Insights, with plans to expand into Workware Planning Insights and the Active Operations Management (AOM) methodology. The solution gave BAT real-time performance and capacity reporting, helped identify spare capacity, and supported better forecasting and load balancing. Within 8 months, managers replaced monthly KPI reports with real-time dashboards, overtime was eliminated, one-on-one reviews increased from 2 to 26 per year, and BAT reported significant gains in efficiency, planning, and workforce capacity.

British American Tobacco

Jon Evans

Group Head of HR - Corporate Functions