at&t - Summary: The Pursuit of Quality at AT&T...

Info iconThis preview shows page 1. Sign up to view the full content.

View Full Document Right Arrow Icon
Summary: The universal card services was AT&T’s credit card service positioned number two. In their pursuit of quality, the company’s seven core values – customer delight, continuous improvement, sense of urgency, commitment, trust and integrity, mutual respect, and teamwork – were reflected on everything from wall-plaques to t-shirts and coasters. The senior management believed that this would give UCS competitive advantage in terms of superior customer service and efficiency in the credit card market. They conducted Baldrige-based quality assessment every year for improvement and compared with direct competitors and other high performing companies. The Quality organization: Two surveys were developed by the quality team customer satisfier survey : a questionnaire to gather market research data on products, services and treatments and price and customer contactor survey : for which an internal team each month polled more than 3000 randomly selected customers. The daily push to earn quality (bonus) was
Background image of page 1
This is the end of the preview. Sign up to access the rest of the document.

This note was uploaded on 03/10/2010 for the course MGT 6772 taught by Professor Burgess during the Fall '09 term at Georgia Institute of Technology.

Ask a homework question - tutors are online