At&T Service

University of Cyprus

Department of Public & Business Administration

MBA Full Time 2010 - 2011

Team Members:Kamshat NarbotayevaArtemis Palaiogianni-BellouMarina LoizouFiras HamdanLoucas Alambritis |

Service Management | A Measure of Delight: The Pursuit of Quality at AT&T Universal Card Services |

1. What are the strengths and weaknesses of UCS’s measurement and compensation system?

Undoubtedly, the AT&T Universal Card Services’ measurement and compensation system had a lot of strengths, since it linked the day to day quality measurements with the compensation of the employees.

Through daily basis, the company gathered measures of the process performance and improved the day to day operations. They could easily, in this way, discover the problems, address their source and in a short period of time try to solve them. All the mistakes made from the telephones assistances were considered to be opportunities and led the company to improvement. The mistakes were traced not for punishing the employees, but for providing them with extra training, better guidance, so they would not do the same mistakes and the problem would not occur again.

The good quality measurement system managed to have control over the services and the functions the company provided. Since they cared a lot on the customer service, through this system, they assessed constantly how well the customers were being served.

UCS set specific standards for each measurement and rewarded every employee in the entire company when those standards were met on a daily basis. If the company’s quality standards were more than 95% of the indicators for a particular day, all the associates would “earn quality”. So through this, these recognition programs helped to motivate employees to do their job properly and therefore increase the quality of the company as a whole.

Telephone assistants had the motivation to provide quality services not only with the compensation system. Surely the...