Putting people into the process at BT Available to Purchase

Advocates that customer satisfaction must be at the centre of business processes and not treated merely as an anaesthetized by‐product. There is a need to redress the imbalance of commercial imperative, on the one hand, with customers’ values on the other. Urges the use of traditional company driven market research, customer‐driven consultation with consumers and stakeholder networks as essential implements in long‐term business strategy.