Committed to Quality
Quality Story
Working closely with our partners, with our suppliers and with each other, we concentrate on delivering excellence for our customers.
Quality partnerships
We recognise that we cannot do everything ourselves. To ensure we stay at the forefront of innovation and technology and deliver the best possible solutions to our customers, we work with strategic partners both inside and outside BT Group.
Quality plays a vital role in the relationship with partners both in terms of the processes that support such collaboration and in the joint development of new products, services and customer solutions. A key objective is to move away from the traditional vendor relationship to selected organisations that become strategic partners. We focus on developing "go to market" opportunities with companies with complementary skills and experience.
Creating a culture of partnership across BT Retail and the BT Group is achieved by active dialogue with our partners and effective two-way communication which includes sharing information about the future plans and aspirations.
Partnership characteristics
Commitment of both parties to a long term relationship. Business and cultural fit. Competences and skills relevant across BT. Complementary brand and reputation. Adjacent market reach. Two way relationships. Quality in the supply chain.
All of our key strategic suppliers must be able to demonstrate that they meet exacting quality standards.
As a result, we can manage risk, agree business improvement plans and performance improvement conditions and make knowledge-based procurement decisions. This, in turn, ensures quality runs through the design, development and delivery of our products and services.
Quality throughout our business
We are dedicated to quality. Our 21 million customers expect it. Our business is geared up to deliver it.
Our strategy focuses on creating an outstanding customer experience. Our people and our systems focus on making this a reality. We continually assess our progress and the effectiveness of our programmes - through monthly reviews held by the Leadership Team and through regular workshops where our people are invited to contribute their ideas on how we can improve the way we do things.
At the highest level, in our day to day activities, from the way we organise ourselves to the way we judge and reward our performance - throughout BT Retail, we are committed to delivering excellence for our customers.
Continuously improving environmental performance
As part of our commitment to quality, we aim to build on our excellent record of environmental management. We were one of the first companies to produce an environmental policy statement, over a decade ago. We firmly believe in being open, transparent and accountable and have been detailing our environmental performance and improvement programmes in publicly available environment reports since 1992. In 1999, we achieved ISO14001 certification for our environmental management system covering all our UK operations.
We have an ongoing commitment to prevent pollution and minimise the impact of our operations on the environment through a programme of continuous improvement. To see how we are doing, take a look at: www.bt.com/betterworld
