The Changing Bell(e) of the North

Bell Canada, the telecommunications provider for Ontario and Quebec, the two largest provinces in Canada, has embarked upon a change programme for its 50,000 employees as it moves from the monopolistic environment that it has operated in for over 100 years, to one where competition and marketing are becoming the key success factors. The change programme involves many elements and interventions, including the development of mission statements, education and training on the team approach, and a focus on “your” customer and quality. A bias for action is a key factor with initiation of many pilot projects and trials, as well as the development of a networking system to ensure the distribution and sharing of experiences.