In 1999, following four years of incorporating the Baldridge model into all its activities, Clarke American, a customer management solutions company, set a goal of becoming become a world class organisation through the provision of exceptional service. To establish an emphasis on maintaining a customer and market focus the company: 1) Developed a First in Service (FIS) model; 2) Demanded that management set direction, plan, communicate and align, and demonstrate commitment and passion for FIS; 3...

BPIR Categories

2.5.1 Communicate policies & strategies
8.2.1 Leaders communicate with employees

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