Customer Focus was a core value at Concordia Publishing House (CPH), a US religious publisher, and winner of the 2011 Malcolm Baldrige National Quality Award, and was deployed by a range of methods. To model its high expectation for responsiveness to and focus on customers, company management focussed all internal communication around serving customers, and managers were available to customers on a 24/7 basis. A Standards Policy contained service standards and techniques, and was conveyed to emp...

BPIR Categories

2.2.4 Formulate and review business unit strategy
1.3.3 Review customer relationship approach
1.3.2 Determine & provide customer contact mechanisms

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