A measure of Delight: the pursuit of Quality at AT&T Universal Card Service (A) - One page summary

This case focuses on total quality management analysis of the successful new initiatives of AT&T Universal Card Services. It describes the theory and operations of the AT&T Universal card, a credit card introduced successfully in 1990. Specifically, the case looks at UCS's 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" …

…that UCS made in quality systems had both benefits and costs. We can conclude by saying that it is obviously necessary for service organizations to invest in and use quality systems. But in order for the latest to help on the company's success there is a great need for people who are capable of working with them and managers who can control the difficulties arising from their use and who are qualified to manage change.