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


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