Supplement | HBS Case Collection | 1994

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

by Roy D. Shapiro and Michael D. Watkins

Abstract

Supplements the (A) case.

Keywords: Telecommunications Industry;

Format: Print

3 pages

Purchase

Citation:

Shapiro, Roy D., and Michael D. Watkins. "Measure of Delight: The Pursuit of Quality at AT&T Universal Card Services (B)." Harvard Business School Supplement 694-077, March 1994.

Delwarca Software provides business software to large corporate clients around the world. The firm serves customers who prefer to assemble corporate solutions using a combination of software programs from various suppliers rather than implementing a single enterprise resource planning system. Consequently, Delwarca must provide telephone support services for complex software-hardware interaction and performance problems in addition to the typical software support issues around software installation and upgrades, malware attacks, and processing failures. The manager of the remote support unit implemented a new triage program for customer calls hoping to reduce customer wait time, improve customer satisfaction, and reduce costs. After one year, customer dissatisfaction is at an all-time high and he must perform a quantitative analysis of the current process, considering wait times for customers as well as cost per call, before making a final recommendation. This case can be used in a first-year MBA course in Service Management or Operations Management or a course in industrial engineering. It can also be used to introduce simple queuing theory.

General Information

Academic Programs

Alumni

Faculty & Research

Recruit

Resources

Faculty & Research

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

Abstract

About the Author

More from the Author

Contact

Related Links

Resources