Corning Telecommunications, Corning, New York, optical fibre manufacturer won the Malcolm Baldrige Quality Award in 1995: TPD's Customer Response System provides the structure for gathering customer inputs, establishing priorities, and initiating action plans to increase levels of customer satisfaction. Input is collected in a variety of ways - surveys, "report cards," competitive comparisons, focus groups, and other means of assessing customer satisfaction and perceptions of quality. This info...
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