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

Roy D. Shapiro; Michael D. Watkins

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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;

Format: Print

23 pages

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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.)

About the Author

Roy D. Shapiro

Philip Caldwell Professor of Business Administration, Emeritus

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Case | HBS Case Collection | August 2017 (Revised June 2018)

Enpara.com: Digital Bank at a Crossroad

Sunil Gupta and Eren Kuzucu

In March 2017, Elsa Pekmez Atan (MBA 2004), was wondering about the future of Enpara.com, a digital-only banking platform of QNB Finansbank. Since its launch in October 2012, Enpara had been successful in attracting over 600,000 customers by appealing to digital savvy, middle-class customers that QNB Finansbank was lacking for a long time. By the end of 2016, it accounted for 16% of QNB Finansbank's deposits. With the support of the top management, Atan was able to run Enpara as an independent company. However, as Enpara grew there were increasing pressures to integrate with the parent company. While Atan believed that this would destroy the unique culture and positioning of Enpara, senior management was wondering whether to spin it off or merge it with the parent company.

Keywords: digital transformation; innovation; banking industry; competition; strategy; business model; Banks and Banking; Business Model; Product Launch; Competitive Strategy; Integration; Decision Making; Emerging Markets; Turkey;

Citation:
Gupta, Sunil, and Eren Kuzucu. "Enpara.com: Digital Bank at a Crossroad." Harvard Business School Case 518-030, August 2017. (Revised June 2018.) View Details

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Case | HBS Case Collection | November 2016 (Revised April 2018)

Darby's Investment in Sirma: Professionalizing an Entrepreneurial Firm

Suraj Srinivasan and Eren Kuzucu

In March 2010, Burak Dalgın (HBS MBA 2004) led private equity firm Darby's investment in Sırma, a local Turkish water and beverage company. Sırma was owned and managed by members of two Turkish business families. The existing management, while being highly entrepreneurial, had paid less attention to managing the company in a professional manner, leading to a highly leveraged balance sheet and a significant need for financing. After the investment, Sırma introduced new products, opened a new factory, and built up its financial reporting system from scratch. Two years after Darby’s investment, Sırma’s operational performance had improved. However, the company was still suffering from significant financial problems. By early 2013, although Sırma had received two cash injections from Darby, the company still required another round of financing. Dalgın was looking at three potential options: Should Darby make another investment in Sırma? If Darby stayed invested in Sırma, should it replace its managing partners? If Dalgın advised Darby to exit, would that be a premature move?

Keywords: financial reporting; control systems; Variance Analysis; emerging markets; private equity; debt; family ownership; Food and Beverage Industry; Turkey; valuation; Business or Company Management; Private Equity; Financial Reporting; Investment; Budgets and Budgeting; Food and Beverage Industry; Turkey;

Citation:
Srinivasan, Suraj, and Eren Kuzucu. "Darby's Investment in Sirma: Professionalizing an Entrepreneurial Firm." Harvard Business School Case 117-033, November 2016. (Revised April 2018.) View Details

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Case | HBS Case Collection | January 2018

Ak Gıda: IPO or Strategic Sale

Suraj Srinivasan and Eren Kuzucu

In 2015, Yıldiz Holding, one of the world’s largest producer of confections, biscuits and crackers, was at the end of its divestiture process from Ak Gida, one of the leading dairy companies in Turkey. The company had adopted a dual track process, pursuing an initial public offering (IPO) process as well as attempting, in parallel, a strategic sale to create a competitive bidding process.
Ak Gida was co-founded in 1996 by the Ulker and Topbas families as a result of a joint vertical integration strategy: Ulker family, owners of Yildiz Holding, would secure milk powder, one of the main raw materials for its biscuits and chocolate production, and Topbas family would be able to create its own private label dairy products for its nation-wide hard-discount chain BIM.
Following Yildiz Holding’s acquisition of United Biscuits for over $3 billion in 2014, the Holding’s CFO Cem Karakas and its Chief Strategy and Growth Officer Nurtaç Ziyal Afridi, were tasked with divesting its vertical assets including Ak Gida. The duo had prepared Ak Gida for an IPO in Istanbul, while also having negotiated with multiple parties for its sale. Now, the duo needed to make a final decision: should they go forward with the listing, or should they sell Ak Gida to the world’s largest dairy company, Groupe Lactalis?

Keywords: Valuation; Private Sector; For-Profit Firms; Business Model; Business Strategy; Competitive Advantage; Growth and Development Strategy; Value Creation; Decision Making; Growth Management; Mergers and Acquisitions; Initial Public Offering; Business Conglomerates; Business Exit or Shutdown; Family Business; Joint Ventures; Food and Beverage Industry; Turkey;

Citation:
Srinivasan, Suraj, and Eren Kuzucu. "Ak Gıda: IPO or Strategic Sale." Harvard Business School Case 118-036, January 2018. View Details

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

Abstract

Citation:

About the Author

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