Actionable data to support strategic objectives at Concordia Publishing House, a US religious publisher and winner of the 2011 Malcolm Baldrige National Quality Award, was mainly collected in real time, compiled by the system, and made available for online drill-down via a KPI Dashboard, via online query tools in multiple systems or exported for further analysis. Customer feedback was is collected and tagged in the VOC repository and used to evaluate issues and trends, changing product/service n...

BPIR Categories

10.2.2 Acquire & collect information/knowledge
10.2.4 Use analytical techniques on data

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