In 2003 ESB International, a wholly owned subsidiary of Ireland’s Electricity Supply Board, used the European Foundation for Quality Management (EFQM) Business Excellence framework and ISO 9001:2000 to create a new business model. In the process key business areas for improvement in its Engineering and Facility Management (ESBIEFM) operation were identified, which included CRM. A CRM programme was initiated in 2004 to move the unit from purely compliance-based systems to ones that allowed for ...

BPIR Categories

2.2.4 Formulate and review business unit strategy
14.3.4 Conduct a business excellence assessment.
14.3.3 Implement an org-wide continuous improvemnt program
1.3.3 Review customer relationship approach

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