A Measure of Delight : The persuit of quality at AT&T Universal Card Service

Q1 What are the strengths and weaknesses of UCS's measurement and compensation system? Quality Measurement AT&T's pursuit of quality included measurement methods on a number of levels. Quality measurement allowed the company to use this information in order to perform efficiently the following activities: Customer feedback through surveys aimed in following through the company's blueprint in order to monitor before, during and after sales service quality. An external firm conducted a customer …

…changes especially the ones that have to do with their jobs. 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.