The Public Communications Department at New York Telephone

20 Pages Posted: 9 Jun 2009

See all articles by Alexander Horniman

Alexander Horniman

University of Virginia - Darden School of Business

Robert Landel

University of Virginia - Darden School of Business

William F. Allen

affiliation not provided to SSRN

Abstract

Bob Bellhouse, general manager of Public Communications at New York Telephone (PubCom), leads a five-year transformation of his organization from a "backwater, laissez-faire operation" into a high-performance business unit. Before the divestiture of AT&T, in 1984, PubCom had suffered from low morale, poor management, and inadequate information. The introduction of competition into the pay-telephone market in 1986, however, forced PubCom to learn how to compete against an aggressive group of vendors that installed and serviced customer-owned, coin-operated telephones. This case presents the major pieces of PubCom's strategy, including the "right" data, embracing innovative technological solutions to improve service and customer satisfaction, committing to quality, and using a "catchballing" planning process (also known as Hoshin planning). At the end of the case, Bellhouse reflects on the key elements of his managerial and leadership philosophy, and the new general manager must decide how she will lead the PubCom unit and utilize its organizational and technological capabilities to meet the next round of competitive challenges. Videotape #8224, "The New York Telephone Company: An Interview with Bob Bellhouse," and CD-ROM #2004, "NYNEX," are designed for use with this case.

Keywords: change, management of, leadership, management philosophy, organizational change, performance measurement, quality

Suggested Citation

Horniman, Alexander and Landel, Robert and Allen, William F., The Public Communications Department at New York Telephone. Darden Case No. UVA-BP-0340, Available at SSRN: https://ssrn.com/abstract=1416521

Alexander Horniman (Contact Author)

University of Virginia - Darden School of Business ( email )

P.O. Box 6550
Charlottesville, VA 22906-6550
United States

HOME PAGE: http://www.darden.virginia.edu/html/direc_detail.aspx?styleid=2&id=4329

Robert Landel

University of Virginia - Darden School of Business ( email )

P.O. Box 6550
Charlottesville, VA 22906-6550
United States

HOME PAGE: http://www.darden.virginia.edu/faculty/landel.htm

William F. Allen

affiliation not provided to SSRN

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