Human Resource Issues in Operations Management

Case

AT&T Credit Corp. Millions of clerical employees toil in the back offices of financial companies processing applications claims and customer accounts on what amounts to electronic  assembly lines. The jobs are dull and repetitive and efficiency gains minuscule-s-when they come at all. That was the case with AT&T Credit Corp. (AITCC) when it opened shop in 1985 as a …

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