Subject category:
Ethics and Social Responsibility
Published by:
Harvard Kennedy School
Length: 27 pages
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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 divisions 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.
Subject category:
Ethics and Social Responsibility
Published by:
Harvard Kennedy School
Length: 3 pages
About
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 divisions 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.
Related
Subject category:
Ethics and Social Responsibility
Published by:
Harvard Kennedy School
Length: 3 pages