One practical product of this increasing specificity is an exhaustive set of concrete performance measures linking internal operations and customer satisfaction. Another is a clear picture of what UCS must do to better its services, performance, and market share.
Management knows what improvements are likely to yield the greatest gains in quality.
Through its benchmarking program, UCS has determined what constitutes world-class performance and service, and it has set its quality goals accordingly. Now, other companies are using UCS as their benchmark. UCS reports that it leads the credit card industry in such areas as speed and accuracy of application processing and customer satisfaction. UCS also cites its industry leadership position in all eight primary customer satisfiers. UCS now employs 2,500 people, or 10 times more than its initial payroll.