Ensuring a positive experience for customers of Honeywell Federal Manufacturing & Technologies (FM&T), a US engineering and manufacturing operation and winner of the 2009 Malcolm Baldrige National Quality Award, began with the hiring process. During the selection process, FM&T included customer engagement expectations in the job postings, customer focus questions in telephone interviews, and requested examples of positive customer experiences during the behaviour-based interviews. New employees ...
BPIR Categories1.3.1 Build customer relationships
1.3.3 Review customer relationship approach
1.3.2 Determine & provide customer contact mechanisms