Product details

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Published by: London Business School
Published in: 1996
Length: 35 pages
Data source: Field research

Abstract

Separated from the British Post Office in 1981 and having become a private corporation only in 1984, British Telecommunications plc has since undergone a metamorphosis into a major competitive force in the rapidly changing global telecommunications services business. The case describes this transformation of BT between 1984 and 1995 over which period the company reduced its employee strength from 241,000 to 137,000, radically improved its service quality and customer orientation, upgraded its technology and infrastructure, expanded its product and service range and geographic coverage, and fundamentally reshaped its organisation and culture.
Location:
Size:
GBP13 billion turnover, 137,000 employees
Other setting(s):
Up to 1996

About

Abstract

Separated from the British Post Office in 1981 and having become a private corporation only in 1984, British Telecommunications plc has since undergone a metamorphosis into a major competitive force in the rapidly changing global telecommunications services business. The case describes this transformation of BT between 1984 and 1995 over which period the company reduced its employee strength from 241,000 to 137,000, radically improved its service quality and customer orientation, upgraded its technology and infrastructure, expanded its product and service range and geographic coverage, and fundamentally reshaped its organisation and culture.

Settings

Location:
Size:
GBP13 billion turnover, 137,000 employees
Other setting(s):
Up to 1996

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