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 Categories

1.3.1 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

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