To achieve service excellence the City of Coral Springs, a US local authority and winner of the 2007 Malcolm Baldrige National Quality Award (Non Profit Sector), followed a corporate management model driven by the Baldrige Criteria with Customer-Involved City Government a strategic priority. The City maintained a flat organisational structure with a short chain of command which ensured short cycle-times and employee empowerment. Products and services were delivered primarily by pleasant, helpful...
BPIR Categories1.3.1 Build customer relationships
8.1.3 Develop and administer governance system
13.1 Develop and manage supplier/customer partnerships