To obtain information and feedback on products, services and customer service, Honeywell Federal Manufacturing & Technologies (FM&T) a US engineering and manufacturing operation and winner of the 2009 Malcolm Baldrige National Quality Award (Manufacturing Sector), listened to its customers. Cycles of Learning were applied to listening processes and customers were directly asked Voice of the Customer (VOC) questions. Strategic personnel were placed on special on-site assignments with customers, p...

BPIR Categories

1.1.7 Review customer listening & learning methods
1.3.1 Build customer relationships

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