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    BT TQM Case-Study

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    harshbhatia
    British Telecommunications (BT) began its quality journey in 1986 and has since implemented a quality framework and strategy that has driven dramatic changes within the company. BT's quality framework outlines its policy of listening to employees, maintaining a balanced strategy and management systems, and recognizing excellence. BT has held ISO9001 certification since 1994, covering all of its worldwide activities, and uses a balanced scorecard and self-assessment to monitor quality.

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    Download as PDF, TXT or read online from Scribd

    BT TQM Case-Study

    Uploaded by

    harshbhatia
    315 views1 page
    British Telecommunications (BT) began its quality journey in 1986 and has since implemented a quality framework and strategy that has driven dramatic changes within the company. BT's quality framework outlines its policy of listening to employees, maintaining a balanced strategy and management systems, and recognizing excellence. BT has held ISO9001 certification since 1994, covering all of its worldwide activities, and uses a balanced scorecard and self-assessment to monitor quality.

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    TQM

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    Bt TQM Case-study

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    British Telecommunications (BT) began its quality journey in 1986 and has since implemented a quality framework and strategy that has driven dramatic changes within the company. BT's quality framework outlines its policy of listening to employees, maintaining a balanced strategy and management systems, and recognizing excellence. BT has held ISO9001 certification since 1994, covering all of its worldwide activities, and uses a balanced scorecard and self-assessment to monitor quality.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    315 views1 page

    BT TQM Case-Study

    Uploaded by

    harshbhatia
    British Telecommunications (BT) began its quality journey in 1986 and has since implemented a quality framework and strategy that has driven dramatic changes within the company. BT's quality framework outlines its policy of listening to employees, maintaining a balanced strategy and management systems, and recognizing excellence. BT has held ISO9001 certification since 1994, covering all of its worldwide activities, and uses a balanced scorecard and self-assessment to monitor quality.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    of 1

    Case Study

    British Telecommunications PLC

    Quality framework Listening to people Strategy, systems and recognition Balanced scorecard Self-assessment

    British Telecommunications (BT) began its quality journey in 1986 and this has been instrumental in triggering dramatic changes in the company. As a founding member of the European Foundation for Quality Management (EFQM) and the British Quality Foundation (BQF), BT is respected internationally for its commitment to the principles of Total Quality and has been the winner of numerous awards for excellence. The whole ethos of BTs Approach to Quality is enshrined in its Quality Framework, which articulates the quality policy and describes the approaches in listening to its people, building a balanced strategy, managing systems, driving business excellence and giving appropriate recognition. All parts of BT and its wholly owned subsidiaries are certied to the Quality Management System, ISO9001 which was rst awarded to the company in 1994. Certication has been held since 1994, covering all activities world-wide, unprecedented for an organisation of its size. Beneath the umbrella of this system are policies on information systems, health and safety, as well as accreditation to other recognised frameworks including Investors in People and Environmental Management Systems (ISO14001). A balanced scorecard is used to manage delivery of business objectives, and the effectiveness of the approaches to quality are monitored through systematic self-assessment against models of business excellence. For more information about BTs approach to Quality, and to access some useful tools, please visit the web site at http://www.bt.com/quality

    From to

    Quality Excellence

    www.dti.gov.uk/quality/casestudies page 1 of 1

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