World-class network power - Could that ever mean us?

Part of BT's vision is to be deemed world-class by its customers. However d efining your minimum performance level before you can begin to ash your cus tomers 'How are we doing?' is not always obvious. This is perhaps particula rly so when your customers are mainly internal and perhaps unaware of your contribution to the value chain. This article describes, in a practical way , how BT's Network Power Operations Unit in London set about starting down the world-class road by defining and then following an initial route-map.