IBM Rochester, Rochester, Minnesota won the Malcolm Baldrige Quality Award in 1990: Customers are directly involved from product design to delivery—through advisory councils, global information systems, prototypes trials & numerous feedback mechanisms....
BPIR Categories1.3.1 Build customer relationships
1.1.4 Conduct customer interviews/focus groups
3.5.1 Test effectiveness of new/revised products/process
3.1.1 Establish a design process