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

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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 satisfier survey that obtained information as shown from competitors' and UCS cus...

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