Financial Services Industry
Industry: Email Alert RSS FeedQuality in 3D: EVA, CVA, and employees. (economic value-added, customer value-added) (From FEI)
Financial Executive, July, 1993 by Ferling, Rhona L.
The quality program driving AT&T in the 1990s focuses on economic value-added (EVA), customer value-added (CVA) and employee satisfaction. EVA is used by the firm not only as a measure of shareholder value, but also as a measure of major business decisions. The second component of the three-pronged program, CVA, is used as a measure of customer attitudes regarding the worth of an AT&T product in relation to its price.
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The company assesses the third performance facet, employee satisfaction, by working closely with employees. Management is trying to deepen its understanding of how ...
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