Kristen Bell De Tienne and G. Stoney Alder
Employee evaluation and monitoring have been common in America since colonial times. With industrialization, employers have implemented increasingly creative ways to monitor…
Abstract
Employee evaluation and monitoring have been common in America since colonial times. With industrialization, employers have implemented increasingly creative ways to monitor employees. For example, in the early part of this century, Ford Motor Company employed investigators to enter employees' homes to verify that employees were not overly drinking and that their homes were clean
Looks at MCI, attempts to improve its customer service record and itsinvestigation, in depth, of customer complaints and efforts to improveand correct this. The US…
Abstract
Looks at MCI, attempts to improve its customer service record and its investigation, in depth, of customer complaints and efforts to improve and correct this. The US telecommunications industry is highly competitive and MCI looks to retain and build on its customer retention. Discusses the development, in 1992, of its Customer Care and Quality Centre which was mandated to develop ways to raise quality and customer satisfaction levels. Goes on to show that this has worked so well that customer satisfaction levels have reached an all‐time high of 97 per cent. This would seem to support MCI’s policy regarding its customers.