The Transformation of BT: The Complexity of Change

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In this study, Stratecast will focus upon BT Global Services’ efforts to bring together its customer service and network operations functions to support its objectives as the company moves towards 21CN. We will also explore the wider issues of such a transformation, particularly cultural change, and BT Group initiatives to support this change.

Table of Contents

The Transformation of BT: The Complexity of ChangeSPIE 2007 #18 — May 11/2007IntroductionFunctional Consolidation of Customer Service and Network OperationsStakeholder Management: BTs Service Forum ProgramThe Complexity of ChangeBTs Cultural Program: My CustomerStratecast - The Last WordAbout Stratecast




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