Alamo's drive for customer service

Article Abstract:

Alamo Rent A Car Inc Pres and COO Charles Platt developed and implemented an employee training and customer relations enhancement program at Alamo called Best Friends to make customers to think of Alamo as a service company, as well as a low-priced service provider. The steps in the program focused on the attitudes of employees toward each other, customers, and industry suppliers. At the employee level, the Best Friends program encouraged communications between employees at different locations through media that included the Best Friends Customer Service Bulletin, a newsletter that recognized employee behavior exemplifying the Best Friends attitude; Gears in Motion, a monthly video magazine that reinforced and demonstrated the Best Friends attitude; and the Customer Service Honor Roll and Compliment Letter Reward Program, which rewarded employees receiving complimentary letters from customers by recognizing them in Gears in Motion and offering them a $25 reward.

Passenger car rental, Automobile lease and rental industry, Car leasing, Car rental, Customer relations, Platt, Charles, Alamo Rent A Car Inc.

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Pacific Bell primes the quality primp

Article Abstract:

Pacific Bell turns to an in-house reference book, called 'The Quality Primer: A Guide to Continuous Improvement,' for basic quality techniques necessary in the strategic planning of continuous product and process improvement to achieve customer satisfaction. This reference book is a key part of the quality improvement seminars of the Pacific Bell Quality Center. The primer was developed by outside consultant Richard A. Green, and is based on the PDCA cycle - Plan, Do, Check, Act. Discussed extensively in the Primer are seven quality tools and problem-solving methods: brainstorming, multi-voting,the pareto chart, the fishbone diagram, the scatter chart, and the histogram.Humorous illustrations and charts augment the primer. A second book, 'Quality Improvement Process Handbook,' gives a more detailed discussion of the process of quality improvement.

Telephone communications, exc. radio, Telecommunications services industry, Telecommunications industry, AT&T Inc., Consumer confidence, Green, Richard A.

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Rockwell fills its own prescription

Article Abstract:

Rockwell International Corp (Anaheim, CA) substantially reduced the costs of prescription drugs for employees, retired employees, and dependents by opening the Rockwell International prescription center in Nov 1990. The Anaheim center was the third prescription outlet established by the firm, with others in Cedar Rapids, IA, and Dallas, TX. The benefits of the prescription drug program to Rockwell and its employees include reducing the average cost for a prescription from $33 to $19.75, reducing the costs of the administration of the program for FY 1991 by 40%, and showing employees that Rockwell cares about controlling health care costs.

Electronic Components and Accessories, Drugs, Finance, Medical care, Cost of, Health care costs, Pharmaceutical services, Military electronics industry, ROK, Rockwell International Corp. Aerospace Operations

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