TDS – Rolling out a “Quality” Product

Abstract

TDS Telecom, a US telecommunications company, has taken on ways to capture and reward its employees’ ideas, by a system of awards. Quality is defined by the company’s nine‐step approach which, with 94 telephone companies in 29 states and serving over 350,000 access lines, is necessary to keep and gather in customers. The “Star Ideas” scheme is one of the reasons for its success and employees’ ideas roll in at the rate of more than 50 per month. Winning ideas can pick up cheques to the value of $100, $50 and $25 each month, and ideas are implemented, so giving employees and customers a better service quality.

Citation

Kelly, M. (1994), "TDS – Rolling out a “Quality” Product", Managing Service Quality: An International Journal, Vol. 4 No. 2, pp. 40-43. https://doi.org/10.1108/09604529410796206