Publications
Publications
- August 1988 (Revised September 1988)
- HBS Case Collection
Productivity and Performance Systems: A Comparative Analysis of Northern Telecom and United Parcel Service
Abstract
Explores the issue of measuring and improving service quality and productivity by examining the radically different approaches of Northern Telecom and United Parcel Service.
Keywords
Management Practices and Processes; Performance Productivity; Performance Improvement; Performance Evaluation; Service Industry; United States
Citation
Hart, Christopher. "Productivity and Performance Systems: A Comparative Analysis of Northern Telecom and United Parcel Service." Harvard Business School Case 689-022, August 1988. (Revised September 1988.)