BT RETAIL

ROLE OF CUSTOMER SATISFACTION

• Customers as kings• First preference to customers• Changed their service from bureaucratic to

customer centric• Customer satisfaction is the major criteria-

that is every one who deals with customers should be responsible

MANAGEMENT COMMITMENT IN DEPLOYMENT OF TQM

• Team work• Market research was conducted to know the customer

satisfaction.• Computer based training, statistical process control & advanced

quality tool set are made available to all employees via BT intranet

• Performance accelerator-10 steps frame work• Senior management team investing more time on strategy with

increased external stimulus• Customer listening post-front line employees are also involved• More emphasis was laid on communication of the strategy &

objectives to both employees & the city

APPROACHES TO REVITALISING QUALITY

• Put the customers at the heart of what we do• Reduce the cost of failure• Develop and deploy strategy• Quality for every one• Quality approach to major change• Get the work force involved• Innovation