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Process management in BT

1992 
British Telecom (BT) runs a large and complex operation delivering customer service from hundreds of locations across the UK and now increasingly across the globe. Such service is delivered through a chain of activities across a number of different functional and organisational units. Clearly, to be successful, improvement activities have to be well thought out and integrated in a highly disciplined manner. Here, the author describes how process management is now seen as providing that discipline. >
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