Process management in BT

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.<
>