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Centel of Virginia
Freeland, James R.; Beam, George B. Case OM-0296 / Published April 9, 1980 / 17 pages.
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Product Overview

Centel has completed a successful fall program to improve productivity and services for incoming students at the University of Virginia. To use the concept of quality circles to extend these improvements to other aspects of Centel operations, an assistant must design a plan that takes into account how a service company like Centel would implement quality circles. The case forces a discussion of how quality circles operate and how they should be implemented as well as whether QCs are people-building or productivity improving programs.


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  • Overview

    Centel has completed a successful fall program to improve productivity and services for incoming students at the University of Virginia. To use the concept of quality circles to extend these improvements to other aspects of Centel operations, an assistant must design a plan that takes into account how a service company like Centel would implement quality circles. The case forces a discussion of how quality circles operate and how they should be implemented as well as whether QCs are people-building or productivity improving programs.

  • Learning Objectives