AT&T Universal Card Services, Jacksonville, Florida, won the Malcolm Baldrige Quality Award in 1992: Customer-contact employees at AT&T UCS have considerable authority to act on their own. For example, they can grant credit line increases and adjust customers’ bills without management approval.

BPIR Categories

1.3.1 Build customer relationships
7.3.1 Respond to information requests
8.2.2 Create an environment for empowerment/innovation

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