GTE Directories Corp.
                           1994 Service Winner


Highest Official:        Earl Goode
                         President

Public Affairs Contact:  Janet Stevens
                         Public Relations Director
                         Ph: (214) 453-7751
                         Fax: (214) 453-7231

With $1.4 billion in revenue, GTE Directories Corp. is one of the
world's largest telephone directory companies. The company's primary
focus is on publishing and/or selling advertising for white and yellow
pages telephone directories for telephone companies within their
official franchise areas. GTE Directories produces more than 1,200
directory titles in 45 U.S. states and 17 countries, including more than
75 different directories in international markets. The company's 5,150
employees work at its headquarters in Dallas/Ft. Worth, Texas, and at
other sites in North America, Canada, and overseas.

Quality Improvement Characteristics:

*    In a very competitive market -- which includes the directory
     businesses of all the Regional Bell Operating Companies -- GTE
     Directories has sustained increasing revenue growth. In the same
     period, many competitors have had flat or declining revenues.

*    Independent studies show that GTE Directories is the preferred
     directory in 271 of its 274 primary markets.

*    To meet the company s corporate vision of "100 Percent Customer
     Satisfaction Through Quality," 14 key customer service requirements
     have been developed through a Customer Satisfaction Measurement
     Program. They include professionalism, timeliness, and support for
     sales functions as well as post-sales and complaint resolution. Key
     performance measures match each customer service requirement.

*    This state-of-the-art measurement process weights the relative
     importance of different product and service delivery features to
     each of the company's three distinct customer groups: advertisers,
     consumers using the directories, and companies contracting for
     yellow pages services.

*    GTE's Directories' Published Error ratio for 1993, just over 350
     per 1 million listings, places them as best-in-class according to
     industry benchmark studies.

*    To track and ensure the highest quality supplier performance, the
     firm relies on supplier evaluations, certification and recognition
     plans, supplier base management, supplier and employee
     communications, continuous benchmarking, and a cross-functional
     standards and specifications management committee. For example, to
     remain a qualified supplier, companies must score eight or above on
     a 10-point scale that evaluates performance in delivery, customer
     service, documentation, and product/service value.

*    A comprehensive training program is used to provide strong
     foundations in customer relations skills, team problem solving, and
     technical job skills. For example, most employees involved in
     shop-floor printing operations are trained to use statistical
     process control to monitor printing process variability to maintain
     and improve product quality, decrease waste, and improve
     productivity.

*    Senior executive leadership in quality management is clear. For
     example, every member of the company's management board personally
     taught quality tools and techniques courses to other managers.

*    Team-based management is pervasive throughout the company. It is
     not unusual to find individuals who have served on 10 or more
     Quality Improvement Teams, even at the manager level.

*    A heavy reward system, linked directly to customer satisfaction
     measurements, serves as a powerful motivator for quality service,
     with a variety of special awards for individuals and teams
     supporting quality and operational performance improvement.