AT & T Universal Card Services (UCS) is very successfully during his short lifetime. Dedicated to improving service quality and customer satisfaction have Chief Quality Officer Rob Davis and his quality team designed and put in place, an unusual measurement and compensation system attaches to more than 100 performance monitored and reported daily basis.

AT & T Universal Card Services (UCS) is very successfully during his short lifetime. Dedicated to improving service quality and customer satisfaction have Chief Quality Officer Rob Davis and his quality team designed and put in place, an unusual measurement and compensation system attaches to more than 100 performance monitored and reported daily basis.
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from
Roy D. Shapiro,
Michael D. Watkins,
Susan Rosegrant
Source: Harvard Business School
23 pages.
Publication Date: Oct 25, 1993. Prod #: 694 047 PDF-ENG
Measure of Delight: The Pursuit of Quality at AT & T Universal Card Services (A) HBR case solution

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