France Télécom : a human resources policy for a customer-orientated service

• Nicole DARRIET
  Director of Human Resources at France Télécom - Network Branch -FTRSI
  

Summary

In just a few years, France Télécom has changed both its status and its market, an upheaval which few companies have experienced in such a short space of time. Faced with the pressing need to implement a new client-orientated strategy, a human resources policy is mandatory. It is necessary to transform the role of management, reorganise skills, put personnel at the disposal of the customer and so on. However, ninety-one percent of the personnel are still civil servants whose jobs are guaranteed. Can the status of the civil service be compatible with a modern, contract-based version of personnel management ?

Summary translated from French by Rachel MARLIN.

• The entire article was written by Élisabeth BOURGUINAT.

To obtain this article, you can :

• download it for free in French (PDF help) or contact ecopar@paris.ensmp.fr (Reference FO171298).