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

Subjects Covered
Compensation
Customer relationship management
Employee empowerment
Performance measurement
Service management
Total quality

by
Roy D. Shapiro,
Michael D. Watkins,
Susan Rosegrant

Source: Harvard Business School

3 pages.
Publication Date: Mar 11, 1994. Prod. #: 694077-PDF-ENG

Measure of Delight: The Pursuit of Quality at AT&T Universal Card Services (B) Harvard Case Study Solution and HBR and HBS Case Analysis