Case | HBS Case Collection | October 1993 (Revised July 1997)

Measure of Delight: The Pursuit of Quality at AT&T Universal Card Services (A)

by Roy D. Shapiro and Michael D. Watkins

Abstract

AT&T's Universal Card Services (UCS) has been extremely successful during its short lifetime. Dedicated to improving service quality and customer satisfaction, chief quality officer Rob Davis and his quality team have designed and put into place an unusual measurement and compensation system based on more than 100 performance measures monitored and communicated daily.

Keywords: Customer Satisfaction; Policy; Compensation and Benefits; Performance Evaluation; Quality; System; Telecommunications Industry;

Citation:

Shapiro, Roy D., and Michael D. Watkins. "Measure of Delight: The Pursuit of Quality at AT&T Universal Card Services (A)." Harvard Business School Case 694-047, October 1993. (Revised July 1997.)