CABLE AND WIRELESS MEASURES MANAGEMENT for CHANGE

As global and local market forces combined to challenge Cable and Wireless' lucrative monopoly on telephone services in the Caribbean a key part of its response was the development of a business performance index. Bringing together customer and employee satisfaction indices with a set of financial indicators, the index allows local business units to align with customer demands, adapt to changing heeds, equip employees to do their job better and maximize the use of resources.