Eastman Chemical, Kingsport, Tennessee won the Malcolm Baldrige Quality Award in 1993: On-line, telephone-accessible technical databases are available 24 hours a day. Other company-wide databases help track customers’ preferences, future requirements, concerns, and expectations as well as complaints. All employees are trained to gather and enter complaint information into a company wide database.

BPIR Categories

10.2.1 Establish info/knowledge management systems
10.4.4 Manage internal information & knowledge sharing
9.4.5 Develop functional/process competencies

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