Eastman Chemical, Kingsport, Tennessee won the Malcolm Baldrige Quality Award in 1993: Customers have easy access. For example, through “1-800-EASTMAN”, customers can contact virtually anyone in the company, including company president, 24 hours a day, seven days a week. Daily volume on the number is more than 3,000 calls, which operators answer by the second…

BPIR Categories

7.3.1 Respond to information requests
1.3.2 Determine & provide customer contact mechanisms
8.2.3 Leadership relationships with customers

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