Eastman Chemical, Kingsport, Tennessee won the Malcolm Baldrige Quality Award in 1993: The company’s Quality Management Process is based on focusing on; the customer; establishing a mission, vision, and indicators of performance; under­standing, standardizing, stabilizing, and maintaining processes; and a continual improvement cycle of planning, doing, checking, and acting....

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14.3.3 Implement an org-wide continuous improvemnt program

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