Nortel

Introduction

Nortel – Canada's leading international telecoms companies – has always placed a premium on effective measurement. It benchmarks leading competitors and exemplars of good practice. Its emphasis on effective measures of quality won it US Baldrige and European EFQM awards. Extensive research led the company in the last decade to develop its own model, the Nortel Business Value Cycle, that explicitly links resources (people, financial, knowledge, etc) with customer satisfaction and shareholder value.

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