Total Quality Management in BT: System, Implementation, and Analysis

This report provides an in-depth analysis of Total Quality Management (TQM) within British Telecommunications (BT). It begins with an introduction to BT, including its history and services, followed by an examination of the quality system management used by the company, which includes scorecards, innovation, and customer experience strategies. The report then delves into the implementation methods employed by BT, such as staged approaches, mapping, and employee involvement, and identifies the difficulties encountered during implementation, including communication issues, lack of accurate information, absence of motivational factors, and excessive formalities. Finally, the report explores the solutions BT uses to mitigate these difficulties, aiming to improve the quality management system and achieve its goals. The report highlights the importance of continuous improvement and customer satisfaction within the telecommunications industry.

TOTAL QUALITY
MANAGEMENT

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK...............................................................................................................................................1
Brief introduction of BT..............................................................................................................1
Quality system management used by company..........................................................................2
Implementation method..............................................................................................................3
Difficulties faced while implementation.....................................................................................4
How the difficulties are mitigated...............................................................................................4
CONCLUSION................................................................................................................................4
REFERENCES................................................................................................................................4

INTRODUCTION
Every industry in this world is trying to provide better products and services to their
customers and for such, they are working hard. Although bringing innovation with creativity in
their work scenario make entity to serve great items to ultimate consumers (Sallis, 2014).
Organisation has a responsibility to improve their management system and set such an
environment in which improvement can be there on quality system on continuous basis which
can help the firm to deliver proper goods and services to their customers. The report is based on
BT telecommunication industry which was found in the year around 1969 and chairmen of firm
is Jan Du Plessis. Assignment will include quality management system with implementation
method used to evaluate in better manner and also difficulty which is included while
implementing in proper way.
TASK
Brief introduction of BT
BT telecommunication is that which provides a fixed line, mobile and broadband services
in the UK and is in top position in ranking too. BT stands for British Telecommunication which
was founded in the year 1969 and by Jan Du Plessis. Even firm is having his operations in
approximately 180 countries and also serve better services which is also making their customers
happy and satisfied (Hoang, Igel and Laosirihongthong, 2010). Moreover, company is also
having his headquarter in London, UK. BT is among the oldest communication firm which is
working in better manner as well.
In the year around 1912, a government department is that which worked hard and has
become a monopoly firm which served people of UK with their services related to
telecommunication. Therefore, the entity is having a number of employees around 106,400.
Normally, the BT telecommunication industry is such which also earns a revenue of almost
£24.062 billion. Therefore, company controls various things which are related to large
subsidiaries too. Although, globally are such which supply telecom services to corporate and
government worldwide. Somewhere the organisation runs its major part with the telephone
exchange and with trunk network with local loop connection too and although they have a huge
majority to think over and also having a British fixed line telephones as well. Moreover, firm is
also somewhere responsible for approximately with 28 million telephone lines with GB. Thus,

BT is trying to improve their quality system in a better manner so that they can also provide the
best communication services to their existing customers and although also try to attract many
more customers as well. Bringing a improving environment in business make management to
have a system working and continuous changes also help in delivering a high quality services to
their customers as well. BT is that company who also look forward to step ahead with time and
do bring changes in organisation with time as well so that they can make their customers
satisfied in better manner (Goetsch and Davis, 2014).
Quality system management used by company
Quality system is such which helps in making organisation to achieve their goals and
objectives of meeting the quality benchmark in a better manner for their products and services in
a proper way. Meeting with the standard should be done with a better reason and it is also related
with success of organisation in a great way. Moreover, the customers are rationale in nature.
They need satisfaction from the products and services for which they are paying. Hence, it
becomes the responsibility of company to make their customers satisfied in great way to make
them permanent consumers of firm. Quality system is that which works and try to maintain their
strategic aims which needs to be attained by through the high quality with goals and objectives
related with it. Moreover, the founding members of the European foundation for having quality
management and thus BT is such firm whose services are worth it for customers and provide the
better services to their customers as well.
Although the company is that which monitor and control their system management
effectively with help of systematic self-assessment model for their working in proper way so that
success can be achieved in best manner as well (Sadikoglu and Zehir, 2010). Some of those
criteria are as follows:
Scorecards: The necessary strategy of having total quality management which is
implemented in with balanced scorecard as well which does contain four points and strategies are
as (Finance, processes, customer service and the workforce) although these are such which also
run across the various programmes too. Although the quality system is also a set of programmes
which is somewhere associated with direct goals and objectives in company's strategic in great
manner as well.
Innovation: This is something which bring a environment in company of creativity and
new thoughts. Although innovation is such culture of organisation which make people to come

up and make changes in great manner which is somewhere toward the benefit and looking
forward for their own development in better manner as well. BT is such firm that own their
management courses and this thing help them to develop themselves with skills and knowledge
of new thinking too.
Customer experience: BT is that company that always bring innovation and creativity in
their quality management system which continuously revolve around the experience, reviews and
having complaints with feedbacks from customers in a great manner. This framework does helps
the firm to know that what customers are looking for and the way such thing can be met. Hence,
entity makes research and always tries to collect information and data from available sources like
personal, online and telephone based (Wang, Chen and Chen, 2012). Somewhere this thing helps
in serving better services and has to be done in a systematic order which can conduct weekly
survey and keeps updated insights and it is related to customers.
Implementation method.
Company has various implementation methods which can help the firm to have a better
working scenario and can attain their goals and objectives in a great manner (Vanichchinchai and
Igel, 2011). These methods are such which help the firm to make better strategies and come to
know that which type of working scenario is required in organisation as well. Although various
methods are such which help in using quality management system in BT and some of those are
as follows:
Go in stages: It is required that company should make a better planning for their working
in organisation and thus it makes them to have a better strategy. Moreover. If changes are there
then management do not go direct implementation with such thing on immediate basis. Although
it is required to make a group of small employees and make implementation on them and see any
errors are there, what kind of changes are also there and bring changes with their working in
better manner too. As this help in making employees and human resource familiar with the
changes are being made (Gutiérrez, Torres and Molina, 2010). Implementing the quality
management system in proper manner can help in achieving better results too.
Map it out: The organisation is dependent on mainly on imagination thinking for the
change and thus it leads to misinformation and data which can bring change management
difficult as well. Although it is required in organisation that top executives of firm has to provide
the details of what kind of changes are there and how it can also affect the firm in various ways

too. Therefore bringing any changes in company without telling to employees and human
resource as well can bring confusion in firm. Although, from pioneer point or from starting it is
required that they should inform their employees for proper working too.
Get everyone involved: In this the management and executive is such which make
employees to come up and have involvement in great manner so that they can put up their
suggestion as well and can earn higher productivity too. Even though the executive and staff of
company does not feel to become a part of change and thus it is required to make them motivated
to have a participation in proper way, and thus it can lead to accept by employees in right
context.
Thus in companies it is required that the implementation should be done in great way as
this make them to have proper environment in organisation which support to have a production
of quality product and services although delivering such in every part in great way too (Lenka,
Suar and Mohapatra, 2010).
Difficulties faced while implementation.
Difficulties and problems are such which create barrier in organisation working in great
manner thus it also bring hindrances in the proper implementation of quality management system
and thus these issues are occurred due to change in external environment or bringing new
technology in the firm for better working, although this make entity to move far away from
attaining goals and objectives of firm.
Some of those difficulties which is being faced by organisation while implementing
system are as follows:
Communication: Company while implementing the quality management system has to
make themselves aware about their communication as whether whole staff and employees of
company is understanding the project and system in better manner or not (Owlia, 2010). Rather
implementation team has got all the point of how to make a implementation, although ignoring a
single point of execution can bring hurdle in whole process and even in great way too.
Communication is that which has to be done in perfect way as this is being considered as
backbone of every kind of work in organisation (Bergman and Klefsjö, 2010).
Lack of accurate information: Moreover, BT is among the largest industries in
telecommunication sector and also provide better services to their clients as well. Sometimes in
large organisation some information gets ignored and not accurate information is provided to

team of implementation which also create a hurdle in between proper working as well and thus
accurate information is required to have a better working of implementation and does help
company to attain their goal and objective too. Lack of accurate data and information convert
firm for not having a better implementation of information although.
Absence of motivational factor: It can also be a major factor in facing difficulty in
implementing the system in organisation and thus it also make them to have proper policy and
procedure in firm which convert employees to encourage and motivate human resources to have
a great working in entity (Sun and Zhao, 2010). Absence of motivational factor in employees
make them to ignore to increase their productivity and performance which also do make them to
ignore the steps of implementation. Hence, its a responsibility of industry to motivate their man
power in proper manner so that they can help in implementing the quality system in perfect way.
Availability of maximum formalities: Normally, in large organisation like BT also has
many documentation which create a problem in implementation and thus many formalities of
working is there and it does also take time too to complete all the documentation part of
implementation which make delay in having such in better manner too. Availability of document
at right size help to have working on time as well which help in attaining goals and objectives of
firm.
How the difficulties are mitigated.
Therefore, the difficulties are such which create problem in implementation in great
manner and thus it also make BT not to have a proper working scenario in industry as well.
Moreover, entity do go with having various solution for such kind of issues in organisation and
can overcome all the hurdle in implementing the quality management system in firm
(Dervitsiotis, 2010). Even method of solving such criteria help industry to earn higher profit and
also satisfy their customer according to requirement too.
Some of the better solution to difficulties in implementation are as follows:
Better Communication: Communication is such which is considered as the base of any
work in organisation and it should be done in better manner too. Having such thing in company
make BT to perform in great way, proper communication help implementing team to know every
point and step of implementation in proper manner which can help in implementing with right
context and make company to satisfy their customers in correct format and also lead to earn
higher profit in perfect was as well.

Better Information: Moreover, implementation team should have an proper information
about the quality management system so that they can make it in better manner as well. BT and
his management has to provide a proper data and information about the implementation which
make them to have such thing in proper criteria too. Company look forward to use data in perfect
source which convert them to perform in great manner and also lead to have a attainment of
customer satisfaction in right format.
Performance appraisal: In general terms, the human resource of organisation are not
motivated toward their working and such thing is normally a biggest drawback for companies
and for reduction of this thing can be there with the help of performance appraisal of employees
in proper mannerism (Mokhtar and Yusof, 2010). Motivation of man power has to be done in
right criteria which can help them to have a increase in their performance as well.
Implementation team has to be motivated for better execution of quality system and for such
thing BT has performance appraisal scenario and this can be done in form of (Bonus, rewards,
incentives, medical benefits and increase in remuneration etc.), these help in encouraging them to
increase their productivity so that company can attain their goal and objective in great manner as
well.
Reduction of documentation: Normally when the large firms like BT has various
documentation for implementing anything in organisation which take a lot time in executing
such thing as well. Reduction in documentation make them to have a proper working and
implementation can also be done in perfect manner as well. Documentation is such which is
related to all those scenario which is related to execution of quality system in perfect way (Bon
and Mustafa, 2013). Having reduction of all such thing help firm to earn higher profit and
productivity in organisation and thus proper implementation make to satisfy their customers in
right format too.
These are those solution which can help in overcoming the problems in company and
even in better manner as well. Moreover, solution to problem for better implementation was
being done to provide satisfaction to ultimate customer with delivering a quality product and
services.

CONCLUSION
From the above report it can be said that, BT is the largest telecommunication company
in London UKL which is serving in almost 80 countries. The main object of company was to
satisfy their customer in better manner by utilising the quality management system in
organisation and for consumer firm implemented the quality system in their working part so that
quality product and services can be delivered to their customers in great way as well. The report
has talked about method company has used for implementing concept in entity in perfect manner
and also make them to look forward to have a better working as well. Moreover the firm BT has
experienced many difficulties while implementing the system in industry which was required to
be resolved in proper way and thus for such criteria the business took many steps and techniques
to provide solution for issues in implementation in right criteria as well.

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