Case study TQM in BT Retail

Questions 1 Explain in detail the role customer satisfaction played in BT’s total quality journey.

2 Evaluate the deployment of TQM in BT, paying particular attention to the commitment displayed by the management of the company.

3 Discuss the approach to ‘Revitalizing Quality’ and explain why this might have been needed within a few months of BT Retail’s inception. [1] Acknowledgement The author is grateful to the authors of this case study: Russell Simpson, Quality Partner for BT Regions and HR, and Stuart Jones, Head of Business Excellence & Quality, BT Retail, for their permission to include it in the book

"Looking for a Similar Assignment? Get Expert Help at an Amazing Discount!"
Looking for a Similar Assignment? Our Experts can help. Use the coupon code SAVE30 to get your first order at 30% off!