Analysis of a Cultural Change in a Spanish Telecommunications Firm1
نویسندگان
چکیده
This paper analyzes the efforts made by the Telefonica Group (the main Spanish firm in the telecommunications sector) to evolve from a bureaucratic culture to another oriented towards Total Quality and the customer. The need for this change came as a result of the liberalization in the telecommunications sector in the early nineties. This new context generated a problem that affected the basis of business itself: until then, they had subscribers to the telephone service; but from then on, they could have customers that would compare quality and price levels with those
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