The key drivers of employee engagement at MidwayUSA (MW), a US Internet retailer and winner of the Baldrige National Quality Award in 2009 and 2015, were determined through its Employee Satisfaction & Engagement process (ES&E). The ES&E survey asked employees to identify their Employee Key Requirements (EKRs), prioritise and weight the importance of each, and…

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9.6.2 Manage employee satisfaction

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