Analysis of a cultural change in a Spanish telecommunications firm

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Title: Analysis of a cultural change in a Spanish telecommunications firm
Authors: Claver-Cortés, Enrique | Gascó, José L. | Llopis, Juan | López Ruiz, Enrique
Research Group/s: Dirección de Sistemas de Información y de Recursos Humanos
Center, Department or Service: Universidad de Alicante. Departamento de Organización de Empresas
Keywords: Corporate culture | Human resource management | Spain | Telecommunications | TQM
Knowledge Area: Organización de Empresas
Date Created: 2000
Issue Date: 2000
Publisher: MCB University Press
Citation: CLAVER CORTÉS, Enrique, et al. “Analysis of a cultural change in a Spanish telecommunications firm”. Business Process Management Journal. 2000, Vol. 6, Issue 4. ISSN 1463-7154, pp. 342-358
Abstract: 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 1990s. Through an analysis of the internal documents generated in the process, and also by means of several interviews with executives and consultants who took part in the design and introduction of the change mentioned above, we study the validity and effectiveness of the steps taken. The methodology used by the firm was based on the “bubble-like” (from one division to the whole organization) and “cascade-like” (from the top management to the lowest levels) implementation systems, based on the support of strong training, communications and participation programmes.
ISSN: 1463-7154
DOI: 10.1108/14637150010345514
Language: eng
Type: info:eu-repo/semantics/article
Peer Review: si
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Appears in Collections:INV - SIRHO - Artículos de Revistas
INV - DECI-GLOBAL - Artículos de Revistas

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