By applying the Baldrige Criteria for Performance Excellence, the Concordia Publishing House (CPH), a US religious publisher, was better able to adapt to changing technology, listen to its customers, and achieve financial success in difficult times for the industry. Baldrige examiners visited the company and provided feedback that led to the creation of action plans that addressed many opportunities for improvement derived from the examiner’s reports. CPH used voice-of-the-customer procedures ...

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14.3.3 Implement an org-wide continuous improvemnt program
14.3.4 Conduct a business excellence assessment.

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