A tqm-case-study-in-service-sector british airways

07/20/10 BRITISH AIRWAYS- 20071538 20071538 British Airways’ new route to customer service A TQM case study in service sector

BRITISH AIRWAYS ,[object Object],[object Object],[object Object],[object Object],[object Object],07/20/10 BRITISH AIRWAYS- 20071538

CHANGE IS GOOD ,[object Object],[object Object],[object Object],07/20/10 BRITISH AIRWAYS- 20071538

scenario in BA (1990s) ,[object Object],[object Object],[object Object],[object Object],[object Object],07/20/10 BRITISH AIRWAYS- 20071538

public to private ,[object Object],[object Object],[object Object],[object Object],07/20/10 BRITISH AIRWAYS- 20071538

Start of the TQM implementation ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],07/20/10 BRITISH AIRWAYS- 20071538

know your work place better ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],07/20/10 BRITISH AIRWAYS- 20071538

organizational & cultural change ,[object Object],[object Object],[object Object],[object Object],07/20/10 BRITISH AIRWAYS- 20071538

pattern breaking stage ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],07/20/10 BRITISH AIRWAYS- 20071538

deep into cultural change ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],07/20/10 BRITISH AIRWAYS- 20071538

act as you preach ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],07/20/10 BRITISH AIRWAYS- 20071538

treat employees as potential customers ,[object Object],[object Object],[object Object],[object Object],07/20/10 BRITISH AIRWAYS- 20071538

advertise yourself ,[object Object],[object Object],[object Object],[object Object],07/20/10 BRITISH AIRWAYS- 20071538

[object Object],[object Object],[object Object],07/20/10 BRITISH AIRWAYS- 20071538

show down – a moment to celebrate ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],07/20/10 BRITISH AIRWAYS- 20071538

REFERENCES ,[object Object],07/20/10 BRITISH AIRWAYS- 20071538

A tqm-case-study-in-service-sector british airways

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