Case Study: Verizon Wireless Services

Currently, Verizon Wireless has two major billing systems: I2K and VISION. In accordance with the strategic goals of the company and taking into consideration the corporate vision and credo, the executive management decided that having one billing system would be congruent with the objectives of the organization as a whole and the IT group in particular.

In 2006, arose big when USA Today spoke out that Verizon, along with AT&T Inc. and BellSouth, had turned over the call records of millions of U.S. citizens to the National Security Agency. Verizon denied turning over records to the government, but did not comment on whether MCI. On October of 2007 the company admitted in a letter to the United States House Committee on Energy and Commerce that it had gave customer information to the FBI and other federal agencies of the U.S. government about 94,000 times from January 2005 to September 2007. They also provided information 720 times without being presented with a court order or warrant. In September 2007, Verizon Wireless did refuse to make their mobile phone network available to NARAL Pro-Choice America for a program which allows people to sign up for pro-choice text messages. They

I represent Verizon and Sedgwick in the above-referenced matter. We have received the proposed stipulation that you submitted. My client is willing to accept the compromised SLU awards as you proposed. However, they have asked me to redraft the stipulation and it is attached herewith. It covers all the terms and conditions as agreed by all parties. I have added language indicated that there is no permanency to the neck and that the average weekly wage has been made permanent.

Verizon Wireless Executive Relations received an FCC complaint on February 13, 2017, where Mr. Davis requested copies of his invoices. A copy of the December 12, 2016 and January 12, 2017, invoices were mailed to the address on Mr. Davis’ account. Also, he was provided self-serve options where he could view the past 18 months of bills such as My Verizon (www.verizonwireless.com) or #BAL via his wireless device. On March 23, 2017, Mr. Davis account as disconnected for non-payment.

Verizon is a major telecommunication provider in the United States. The company is the market leader, with $110 billion revenue and $2.4 billion in profit (MSN Moneycentral, 2012). Verizon has steady revenue streams that are largely based on a subscription model. It has several business segments, including wireless (63.3% of revenues) and wireline (36.7%) (2011 Verizon Annual Report). Most of this report will therefore focus on the wireless business, not only because this is the largest business that the company operates but because it is a rapidly growing and evolving business as well, a function of the rapid pace of smartphone adoption in America.

Significantly more had Data Limits/Overages issues w/ prior carriers, with 26% claimed the Needs to Change Data Amount triggered their switch

Conflict resolution is necessary to keep focus and sustain the positive process. Collection of all the facts should be done prior to attempted resolution. Communication to the parties in a private setting to get their perspective is the idea. Only give opinions afterwards. Unless all is understood one cannot move onto mediation. After making the decision, be resolute in the delivery. (Lewicki, Saunders, & Barry, 2015)

This is the estimate that was sent to us. It is for 36 months, which I pointed out and he stated that is the only way to get the discount, but we can cancel any time without penalty ( I was not born last night.)

Verizon is an international for-profit corporation, publicly traded (NYSE: VZ) in the telecommunication sector providing both products and services while maintaining its devotion to effective decision-making and accountability. Verizon’s commitment is putting its customers first, providing products and services that produce the best experience possible (Verizon, 2016-A). Verizon credo shows commitment to being a good neighbor and providing its ingenuity in technology to advance the working world as a better place (Verizon, 2016-B). They have a culture of supporting their communities through the relationships of its employees’ contribution in time and donations to non-profits and other community outreach programs (Verizon, 2016-B).

Historically, Verizon Wireless focused its customer-base direct marketing efforts primarily on speaking to customers during the points in their lifecycle when they were equipment-upgrade-eligible. The purpose of these communications was to renew customer contracts using an equipment-upgrade message and offer. The challenge was that these points in the customer lifecycle coincided with spikes in customer churn.

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Verizon Wireless was formed as a joint venture between Bell Atlantic and Vodafone AirTouch and began operations in the United States on April 4, 2000 (Verizon, 2013). Once the GTE, Bell Atlantic merger closed three months later in July, Verizon Wireless became the largest wireless company in the nation. As the company continued to grow, Verizon launched its 3G network in 2003, which significantly increased the speed in which data could be transmitted wirelessly and laid the foundation for customers to wirelessly stream music, surf the web, and send/receive e-mails on their mobile device (Verizon, n.d.). Subsequently, over the next 5 years, the number of cell phone subscribers in the United States exploded from 158 million to 269 million and

“As a leader in communications, Verizon's mission is to enable people and businesses to communicate with each other. We are also committed to providing full and open communication with our customers, employees and investors”

Situation Analysis External Factor and Internal Factor Evaluations- Verizon Communications is an American broadband and telecommunications company. It began in 1983 as Bell Atlantic, then in 1997 merged with NYNEX, acquiring GTE in 2000 and continuing growth and market share, particularly in the cell phone industry. The company's 2011 revenues were almost $111 billion, with a net income of $2.4 billion. Version has about 188,000 employees (2011 Annual Report, 2012). Because of their longevity in the industry, as well as their proactive stance on numerous regulatory issues over the past decades, Verizon Communications is well-poised for 21st century needs. While their reputation is stunning, there are various micro and macro forces that shape their strategic planning process. However, Verizon spends between $15-20 million per annum on capital expenditures, necessary to maintain their competitive advantage. The must continue to invest in their network, infrastructure, improve 4G LTE and improve time to market on new technologies and devices (Frederick, et al., 2010).

In what ways specifically did each of the five-service quality dimensions contribute to your perceptions of poor service? Be as specific with your examples as you can.