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Case
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Reference no. 9-689-022
Subject category: Case Method and Specialist Management Disciplines
Authors: Christopher W Hart (Harvard Business School); W Bruce Chew (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 1988
Version: 8 September 1988
Length: 21 pages
Data source: Published sources
Topics: Information systems; Personal productivity; Quality control; Service quality
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Abstract

Explores the issue of measuring and improving service quality and productivity by examining the radically different approaches of Northern Telecom and United Parcel Service.
Location:
United States
Industry:
Telecom
Teaching note
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Reference no. 5-689-003
Subject category: Case Method and Specialist Management Disciplines
Authors: Christopher W Hart (Harvard Business School); W Bruce Chew (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 1988
Version: 31 January 1989
Length: 19 pages
Data source: Published sources
View full details

About

Abstract

Explores the issue of measuring and improving service quality and productivity by examining the radically different approaches of Northern Telecom and United Parcel Service.

Settings

Location:
United States
Industry:
Telecom

Related

Teaching note
-
Reference no. 5-689-003
Subject category: Case Method and Specialist Management Disciplines
Authors: Christopher W Hart (Harvard Business School); W Bruce Chew (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 1988
Version: 31 January 1989
Length: 19 pages
Data source: Published sources
View full details