Mgt/230 Case Study: AT & T Status And Direction

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AT&T Status and Direction Santino De La Cruz MGT/230 October 23, 2012 Melany Felton AT&T Status and Direction We have shown enormous growth in our company which brings on new direction and goals. Our progress from 2011 has proved that we are being efficient and effective with our management team. In order to continue to add value to our company, we need to evaluate our current status and keep you updated with our direction going forward. We have now moved into the eleven spot in Fortune 500 companies, up one spot from last year (CNN Money, 2012). In order to continue to be successful in this competitive industry, we need to expand our vision in our wireless department. We want our customers to be totally connected with…show more content…
I believe that we have a significant problem finishing last in consumer reports for customer satisfaction. We will implement a Customer Satisfaction Survey (CES) with every transaction that takes place in any of our stores or customer care phone calls (AT&T Inc., 2012). We are going to be aggressive with our stores and expect 90% sales representative satisfaction and willingness to recommend. We will be changing the way the customer receives this survey compared to how we did in the past. Before, the customer would receive an automated phone call survey or email. Customers are changing the way they communicate, so we will as well. Every transaction that takes place, the customer will receive a text message as an offer to take a 3 question survey. They can completely respond through a text message and will remain anonymous. It will be on a scale from one to ten, and on the last question, they will have an option to write a short comment about their experience. By using a text message, we will get a higher take rate on people doing the survey, and will also give our sales representative a higher expectation of service. Our goal is to be #1 in customer satisfaction for…show more content…
We currently have several hundred members across the enterprise actively participating in the various ethic topics and questions. The community shares information on national surveys and research into corporate ethics and posts internal resources and tools employees can use to promote and reward good ethical decisions. (ATT Goals, 2012). In 2012, our goal is to raise awareness and provide resources for military families, focusing on opportunities for military children. Influences of Management Planning- Corporate Social Responsibility In an era of “going green”, we will eliminate all plastic shopping bags and be aggressive with offering to sign people up for paperless billing. In place of the plastic bags, we use paper bags made from recycled paper. We are currently giving our customers a reusable shopping bag as an incentive for signing up for paperless billing. For 2012, we will support projects to promote the use of mobile technology to enhance teaching and learning (ATT Goals, 2012). Influential Three Factors of

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