When MidwayUSA, a US catalogue/Internet-based retail merchant, won the 2009 Baldrige National Quality Award, its employee satisfaction rating was 82%, and the firm set a goal of achieving 86%. At the time its approach to satisfaction included an annual survey and a focus group led by a middle manager. To achieve its goal the firm instituted semi-annual employee surveys, and focus groups led by the president of the company. Each focus group stayed very specific, focussed on the lowest-scoring ite...

BPIR Categories

9.6.2 Manage employee satisfaction
9.7.1 Encourage employee involvement and feedback
15.4.1 Employee satisfaction/dissatisfaction

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