The Pursuit of Quality at AT&T Universal Card Services Essay

The Pursuit of Quality at AT&T Universal Card Services - quiz ExampleIn order to monitor the performance of employees in dealing with the customers, the business organization has chasten up a unique and multifaceted measurement system. With these thrusts, the comp any is seen to surpass the industry standards. The creation of a process measurement system enables AT&T to locate problem processes to promptly address any problem discovered to constantly asses how well customers are being served and to reward exceptional performance (Rosegrant 3).It should be noned that AT&Ts motivation technique is primarily through the use of monetary benefits. Customer good representatives who are in forefront of the companys operations and are directly dealing with AT&Ts customers are tending(p) financial incentives like bonuses if they achieve the goal set by the management. In order to monitor performance, managers, aggroup leaders, and top executives are tasked to listen to the telephone ass ociates conversation with the customers in varying degrees. AT&T as well conducts daily meetings in order to discuss the daily performance of the customer service representatives. This becomes the important locale for the discussion of how service quality can be continuously improved.The product offered by AT&T in the mart together with the companys extension of exceptional customer service has gained it the largest market share in the credit card industry. AT&T has become the youngest business organization to be awarded the sought by and by Malcolm Baldrige National Quality Award. Despite this success however, both external and internal pressures are forcing AT&T to institute changes in its business operation.II. Statement of the Problem Looking at the external environment, competitors have recognize the huge profit potential in the market served by AT&T. The product which was pioneered by AT&T has become common in the market. New players have tried to offer their own no-fee, menial interests credit card making it difficult for AT&Ts product to stand out. Thus, the business organization opts to mark its thrust of providing above industry standard customer service. With this, AT&Ts executives are faced with the challenge of identifying the shipway on how to boost and enhance customer service provided by their telephone associates. This is even worsened by the fact that the company growth has slowed down and will not be able to accommodate the raise of telephone associates to the corporate ladder.Externally, there is a strong pressure for managers to take the quality measurements a flavor further. The current system fails to correctly indicate customer satisfaction. It has been found out that the telephone associates performance is not directly correlated to the quality of the service extended as perceived by the customer. There has been a consensus that the current system is not adequate to meet the more intense rivalry in the market Moreover, the cur rent measurements no longer seemed to be driving the quest for improvement, and Davis and others had become convinced that it was time to reorganise a system that no longer fits the needs of the company (Rosegrant 12). However, there is no consensus on what ought to be done in order to improve the process. Changing the process will also post problems at heart the workforce. It has also become apparent that changing the system