Dana Commercial Credit (DCC), Toledo, Ohio won the Malcolm Baldrige Quality Award in 1996: In 1995, DCC piloted a customer expectation scorecard, compiled largely from information gathered by cross- functional transaction teams that work closely with customers in the design of leasing arrangements and new products. Now deployed company-wide, this scorecard helps alert DCC to changing customer requirements and indicates how well the company is responding....

BPIR Categories

14.1.1 Design & deploy performance measurement system
1.1.1 Customer performance/satisfaction measurement

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