Customer and employee satisfaction surveys

The Morrison Construction Group, a UK organisation whose main business is the construction of residential housing, developed a Balanced Scorecard of performance measures to be used in their approach to TQM through an adaption of the EFQM, which is used throughout the organisation. Benchmarking data was gathered for each of the main business drivers of the scorecard to provide the means of gauging performance levels. The use of surveys has been a theme in the formulation of some of these key meas...