Industrial deregulation: the strong propellant for quality improvement—with reference to the experience of British Telecom

Industrial deregulation is now a worldwide irresistible trend. Deregulation has exerted high pressures on such incumbent companies like British Telecom (BT) to make strategic change. Quality improvement, as evidence in BT shows, has been a spontaneous strategy adopted by companies to win the increasingly fierce competition. Companies within deregulated markets have superior performance to their counterparts in regulated markets. Industrial deregulation is evidently a trong propellant for quality improvement.