Dana Commercial Credit (DCC), Toledo, Ohio won the Malcolm Baldrige Quality Award in 1996: A monthly competitor score­card is prepared to compare DCC performance on key customer satisfaction measures and “SWOT” analyses compare company performance to benchmark measures....

BPIR Categories

1.1.1 Customer performance/satisfaction measurement
1.2.2 Service strengths/weaknesses/opportunities/threats
14.2.3 Benchmark performance measures against competitors
2.1.1 Analyse & understand competition

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