Title :
Quality with people or people with quality?
Author_Institution :
British Telecom, Ipswich, UK
fDate :
8/1/1993 12:00:00 AM
Abstract :
The author suggests that quality is not achieved by having high-calibre people, nor even high-calibre managers, but rather it is achieved by a style of management which has the aim of successfully getting everyone to strive for customer-focused excellence in everything. The author discusses the quality strategy introduced at BT during the 1980s and the effects it has had on the company
Keywords :
management; quality control; telecommunication; BT; customer-focused excellence; management; quality;
Journal_Title :
Engineering Management Journal
