Supply Chain Quality and Performance Management Essay

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Individual Examination: British Telecom
Cape Town
CONTENTS
1 Executive Summary
On the surface it would appear that British Telecom has addressed each area of
TQM in their effort to implement a QMS system.
They have had good financial results. Their people/staff satisfaction is high. Their customer satisfaction index high and are termed “loyal”.
What really happened was that they had not implemented TQM correctly. In their attempt to focus on the customer they had neglected their staff. During Project
Sovereign BT lost 130 000 staff members. This may have been because the strategy and vision was not shared with all the staff. The outcome was however
…show more content…
1991: Project Sovereign Restructure (customer focus).
Prepared by: Deon du Plessis
Page 3 of 19
Created on 04/04/15 Individual Examination: British Telecom of 19

INDIVIDUAL EXAMINATION BT PLC M3!10!05 by deon-du-plessis on Nov 28, 2014
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Ìndividual Examination: British Telecom Prepared by: Deon du Plessis Page 1 of 20 Created on Thursday, 15 September 2011 O Ìndividual Examination: British Telecom Name : Deon du Plessis Student ÌD : 6805105201087 Lecturers name : Professor Pieter Steyn Due Date : 13 May 2010 Unit title : Advanced Diploma in Project Management ÷ M3 Ìndividual assignment : : British Telecom Ì, the undersigned Deon du Plessis, hereby declare this assignment to be my own work. Ìt has not previously been submitted for any other examination¨ Deon du Plessis 28 th of April 2010 Cape Town Ìndividual Examination: British Telecom Prepared by: Deon du Plessis Page 2 of 20 Created on Thursday, 15 September 2011 O Ìndividual Examination: British Telecom CONTENTS 1 EXECUTIVE SUMMARY .................................................................................... 3 2 QUESTION1: WHAT ROLE HAS THE QUALITY MANAGEMENT SYSTEM AND THE ISO 9001

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