Case study TQM in BT Retail
Questions 1 Explain in detail the role customer satisfaction played in BTâ€™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 â€˜Revitalizing Qualityâ€™ and explain why this might have been needed within a few months of BT Retailâ€™s inception.  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