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This is a French version. This is part of a case series. This case presents the general strategic situation in December 1995 confronting the new France Telecom President, Michel Bon, when much of France was in the midst of a major social crisis. Bon needed to develop a major change strategy for the French telecommunications operator. France Telecom faced mounting global and domestic competition and other key challenges, triggered, among other things, by technology, emerging market demands, and deregulation and privatisation. In particular, Bon needed to transform France Telecom from a successful engineering oriented institution into a service oriented, customer-centred organisation. The case also provides overall background on France Telecom, including essential organisational, financial, socio-political, human resources, and cultural information. Finally, the case also focuses on the history and the impact of France Telecom's highly successful network expansion and modernisation effort during the 1972 - mid 1980s period.