Organisational performance reviews at Concordia Publishing House (CPH), a US religious publisher and winner of the 2011 Malcolm Baldrige National Quality Award, were conducted on a daily (workforce and managers), weekly (leadership), quarterly (Board of Directors), and annual (workforce and BOD) basis. Measurements were presented at the total-company level, with drill-down capability available to view data at lower levels down to individual tasks and Action Plans. Analytical tools allowed manage...

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2.5.3 Develop and deploy action plans & projects

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