Teaching Case - A Measure of Delight: The Pursuit of Quality at AT&T Universal Card Services (B)

A Measure of Delight: The Pursuit of Quality at AT&T Universal Card Services (B)

×
×
Price:
$3.95

Educator Access
A review copy of this case is available free of charge to educators and trainers. Please create an account or sign in to gain access to this material.

Permission to Reprint
Each purchase of this product entitles the buyer to one digital file and use. If you intend to distribute, teach, or share this item, you must purchase permission for each individual who will be given access. Learn more about purchasing permission to reprint.

  • Product Description

    Abstract:
    This total quality management case, focused on one of the most successful new initiatives by a major firm in the US, serves as a complement to the public sector TQM cases. It describes the theory and operations of the AT&T Universal card, a credit card introduced successfully in 1990. Specifically, the case looks at Universal Card division's methods of motivating and monitoring its frontline "telephone associates," those who deal with individual customers and who, the firm hoped, would succeed in not just serving but "delighting" customers.

  • Other Details

    Publication Date: January 01, 1994
    HKS Case Number: 1220.0
    Case Author: Susan Rosegrant
    Faculty Lead: Michael Watkins, Roy D. Shapiro
    Pages (incl. exhibits): 3
    Setting: United States
    Language: English
    _year: Older than 2000
    _pages: 1-15
    _geography: US & Canada
  • Warranty Information

    /review/1220.0.EducatorCopy.pdf

  • Find Similar Products by Category

×
×