BI, a consulting company based in Minneapolis, Minnesota won the Malcolm Baldrige Quality Award in 1999: Linked directly to its corporate objectives, BI’s “Vital Few” indicators are sales and margin, sales per associate, transactional customer satisfaction indices, and Associate retention. These indicators provide a snapshot of the health of the organisation—a snapshot that is reviewed…

BPIR Categories

14.1.1 Design & deploy performance measurement system

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