A measure of Delight: the pursuit of Quality at AT&T Universal Card Service (A) - One page summary

This case focuses on total fictitious character management abbreviation of the successful new initiatives of AT&T world-wide Card Services. It describes the theory and operations of the AT&T Universal card, a credit card introduced successfully in 1990. Specifically, the case looks at UCSs methods of motivating and monitoring its frontline telephone associates, those who rent with individual guests and who, the firm hoped, would succeed in not alone serving but delighting customers.

AT&Ts has two main goals: 1. liquefy credit card and calling card 2. To regain the command link to customers that it had lost in 1984s R-BOCs divestiture

AT&T UCSs event philosophy is that of Delighting the customer, and inline with this objective company created an innovative measurement and compensation system. In 1992, UCS won the Malcom Baldrige Quality award. At UCS, customers were referred to as the means of the universe.

But fundamental change of measurement system was proposed payable to the competitors move toward the figure of speech one position and the questioning of the radical concept of such measurement system.

AT&T has the pile of creating an organization where motivated and empowered employee would set new standards for quality in customer service. AT&T took number of steps: c befully selected telephone associates, benchmarking studies, conduct Baldridge-based quality assessment. The more or less unique thing was multifaceted measurement system, far beyond industry standards.

AT&T also collected customer feedback through surveys aimed in following through the companys blueprint in order to monitor before, during and after sales service quality. An outdoor(a) firm conducted a customer satisfier survey that obtained information as shown from competitors and UCS customers regarding product, service and treatment perceptions.

Values which are based on the operating(a) philosophy of AT&T, surely demonstrate issues which are associated with the customers come first, the quality achieved through people and processes, and planning...

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