search query: @author Lynch, R. / total: 2
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| Author: | Lynch, R. |
| Title: | A baby Bell reexamines itself ! AT and T |
| Journal: | Journal of Business Strategy
1991 : SEP-OCT, VOL. 12:5, p.8-11 |
| Index terms: | RESOURCE ALLOCATION RATIONALISATION LAY-OFFS CUSTOMERS SERVICE CORPORATE CULTURE |
| Language: | eng |
| Abstract: | US WEST, one of the seven Regional Bell Operating Companies spun off from AT&T in January 1984, reevaluated all aspects of its business from top to bottom. Different levels of employees met in market-back session to identify areas of the business that needed refining - all from the customer's point of view. The right structure has been organized, a downsizing and reallocation of resources have been accomplished, the quality of customer service has improved and key areas of training and corporate culture have been addressed. |
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