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商品編號： 9-694-047 出版日期： 1993/10/25 作者姓名： Shapiro, Roy D.;Watkins, Michael D.;Rosegrant, Susan 商品類別： Operations management 商品規格： 23p 再版日期： 1997/07/03 地域： Florida 產業： Credit cards;Telecommunications 個案年度： 1989 - 1989
商品敘述：
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.
涵蓋領域：
Performance measurement;Employee empowerment;Compensation;Total quality;Service management;Customer relationship management;Social policy
相關資料：
Case Teaching Note, (5-696-073), 11p, by Robert H. Hayes
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