Eastman Chemical, Kingsport, Tennessee won the Malcolm Baldrige Quality Award in 1993: The company’s no-fault return policy on its plastics products is a direct result of Eastman’s extensive customer surveys. The policy states a customer may return any plastics product for any reason for a full refund.

BPIR Categories

1.1.5 Conduct customer surveys
7.2.2 Handle warranties & claims

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