Case Study: Verizon Wireless
Running Head: CASE STUDY
Case Study
Geraldine Aloise
Kaplan University
Abstract
Verizon Wireless is a wireless carrier that operates the largest 4G LTE network in the United States. The company provides cell phone and data services to its 98.2 million customers. Its success is largely attributed to its reliable network coverage and outstanding customer service. In addition to providing 24 hour telephone support, the company also operates retail stores throughout the U.S. This case study use a balanced scorecard to identify the critical success factors for the company’s organizational dimensions and evaluate its performance based on these factors. The study will also focus on significant costs and sustainability. A strategy map will provide an understanding of how critical success factors will influence the company’s four organizational dimensions.
Part 1
Introduction
Verizon Wireless is a cell phone carrier that provides wireless cell phone and data services to both consumers and businesses. The company sells brand name phones, tablets, wireless hotspots, and accessories. Its main focus is to provide a fast, secure, and reliable network its users can depend on to stay connected and safeguard against the threat of internet security. The company currently has 98.2 million subscribers and earned $75.9 billion in annual revenue in 2012 ("Verizon wireless," ).
Critical Success Factors * Provides extended 4G LTE coverage on a network that is reliable and secure * Provides 24 hour customer service via internet and phone. * Operates over 1900 retail stores where customers may purchase new devices and receive service * Sells brand name products that are familiar to customers (ex: Apple, Samsung, Windows) * Offers wireless workshops to customers who are new to smartphones or tablets * Reduces environmental waste by offering paperless billing, receipts, and implementing a trade-in program to recycle devices * Stays
Case Study
Geraldine Aloise
Kaplan University
Abstract
Verizon Wireless is a wireless carrier that operates the largest 4G LTE network in the United States. The company provides cell phone and data services to its 98.2 million customers. Its success is largely attributed to its reliable network coverage and outstanding customer service. In addition to providing 24 hour telephone support, the company also operates retail stores throughout the U.S. This case study use a balanced scorecard to identify the critical success factors for the company’s organizational dimensions and evaluate its performance based on these factors. The study will also focus on significant costs and sustainability. A strategy map will provide an understanding of how critical success factors will influence the company’s four organizational dimensions.
Part 1
Introduction
Verizon Wireless is a cell phone carrier that provides wireless cell phone and data services to both consumers and businesses. The company sells brand name phones, tablets, wireless hotspots, and accessories. Its main focus is to provide a fast, secure, and reliable network its users can depend on to stay connected and safeguard against the threat of internet security. The company currently has 98.2 million subscribers and earned $75.9 billion in annual revenue in 2012 ("Verizon wireless," ).
Critical Success Factors * Provides extended 4G LTE coverage on a network that is reliable and secure * Provides 24 hour customer service via internet and phone. * Operates over 1900 retail stores where customers may purchase new devices and receive service * Sells brand name products that are familiar to customers (ex: Apple, Samsung, Windows) * Offers wireless workshops to customers who are new to smartphones or tablets * Reduces environmental waste by offering paperless billing, receipts, and implementing a trade-in program to recycle devices * Stays
References: Verizon wireless. (n.d.). Retrieved from http://aboutus.verizonwireless.com