Publications
Publications
- December 1992 (Revised June 1993)
- HBS Case Collection
ACTC Customer Service Department
Abstract
Focuses on the young general manager of a new cable TV system and on its customer service department. Jeanne LaFrance, the general manager, has an uneasy feeling about the way in which the department is being managed. She sees symptoms of what she suspects are serious problems. It takes too long for customer service reps to answer the phones, and many customers hang up before their calls are answered. There is little in the way of performance standards, measures, or controls. Yet there is not enough data in the case for students to resolve these issues. The objective is to develop a plan for learning about these problems. What are their hypotheses about the issues? What analysis would they need to do to address these issues? How would they get the data to do this?
Keywords
Management; Problems and Challenges; Planning; Customer Focus and Relationships; Performance Evaluation; Telecommunications Industry
Citation
Roberts, Michael J. "ACTC Customer Service Department." Harvard Business School Case 393-056, December 1992. (Revised June 1993.)