AT & T in the Universal Services Card (UCS) has been extremely successful during its short life. Aims to improve the quality of service and customer satisfaction, superior quality officer Rob Davies and his team designed and quality in place an unusual system of measurement and compensation on the basis of more than 100 Performance indicators are monitored and transmitted to the day. "Hide
by Roy D. Shapiro, Michael D. Watkins, Susan Rosegrant Source: Harvard Business School 23 pages. Publication Date: October 25, 1993. Prod. #: 694047-PDF-ENG
Related Case Solutions & Analyses:
China’s Environmental Challenge
Caribbean Information and Credit Rating Services (A)
The Art of Work: Embracing Artistic Enquiry to Create Value
Engro Chemicals Pakistan Limited – Business Disaster Overcome
Philips versus Matsushita: The Competitive Battle Continues
Selling Green Dots in Second Life
Disney: Losing Magic in the Middle Kingdom
Managing Product Safety of Imported Chinese Goods
Taiwan Semiconductor Manufacturing Company Limited: A Global Company’s China Strategy
The Novartis Foundation for Sustainable Development: Tackling HIV/AIDS and Poverty in South Africa (B)
