Freese and Nichols, a US provider of engineering services, and winner of the 2010 Malcolm Baldrige National Quality Award (Small Business Sector), built a culture focussed on meeting and exceeding clients' expectations, F&N reinforced a client focus through its systematic approach to strategic planning, workforce management, work systems and training: 1) Strategic planning focussed on initiatives to improve client satisfaction and retention; 2) Performance goals for client satisfaction were depl...

BPIR Categories

1.3.1 Build customer relationships
1.3.2 Determine & provide customer contact mechanisms

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