Skip to Main Content
HBS Home
  • About
  • Academic Programs
  • Alumni
  • Faculty & Research
  • Baker Library
  • Giving
  • Harvard Business Review
  • Initiatives
  • News
  • Recruit
  • Map / Directions
Faculty & Research
  • Faculty
  • Research
  • Featured Topics
  • Academic Units
  • …→
  • Harvard Business School→
  • Faculty & Research→
Publications
Publications
  • October 1993 (Revised July 1997)
  • Case
  • HBS Case Collection

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

By: Roy D. Shapiro and Michael D. Watkins
  • Format:Print
  • | Pages:23
ShareBar

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.)
  • Educators
  • Purchase

About The Author

Roy D. Shapiro

→More Publications

More from the Authors

    • January 2016
    • Faculty Research

    ClearEyes Cataracts Clinic, Spreadsheet for Instructors (Brief Case)

    By: Roy Shapiro
    • January 2016
    • Faculty Research

    ClearEyes Cataracts Clinic, Spreadsheet for Students (Brief Case)

    By: Roy Shapiro
    • January 2016
    • Faculty Research

    ClearEyes Cataracts Clinic (Brief Case)

    By: Roy Shapiro and Paul Morrison
More from the Authors
  • ClearEyes Cataracts Clinic, Spreadsheet for Instructors (Brief Case) By: Roy Shapiro
  • ClearEyes Cataracts Clinic, Spreadsheet for Students (Brief Case) By: Roy Shapiro
  • ClearEyes Cataracts Clinic (Brief Case) By: Roy Shapiro and Paul Morrison
ǁ
Campus Map
Harvard Business School
Soldiers Field
Boston, MA 02163
→Map & Directions
→More Contact Information
  • Make a Gift
  • Site Map
  • Jobs
  • Harvard University
  • Trademarks
  • Policies
  • Accessibility
  • Digital Accessibility
Copyright © President & Fellows of Harvard College