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Using Customer Satisfaction to Drive Your
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achieve action plan Alcoa Ameritech assessment process AT&T Baldrige Award Baldrige criteria Ben & Jerry’s benchmarking beneﬁts Bose Corporation business management model business units chapter client company’s continuous improvement Corporate Quality cross-functional teams customer requirements customer satisfaction deﬁne develop employee involvement environmental evaluate Federal Express feedback ﬁnancial ﬁnd ﬁndings ﬁrst ﬁve focus focuses Formalize processes goals Graniterock human resources IBM Rochester identiﬁed identify implement improve quality Intel internal Kodak leadership Louisville Redbirds Lyondell manufacturing measures meet ment MetLife models of excellence Motorola ofﬁce organization Paciﬁc Bell participate performance planners planning process Plumley problem process management products and services Quality Award quality improvement process quality leaders recognition programs responsibility and citizenship satisﬁers says Seitz senior executives senior management Solectron speciﬁc steps strategic planning surveys system assessment total quality management understand USAA values Zytec