Meeting employee (internal customer) needs was a key requirement for the Business Operations staff at Stellar Solutions, a US aerospace engineering services company. This was an internal customer satisfaction measure of satisfaction with cycle time seen in Figure 7.1-14. As evidenced, the BOT met their customer’s needs nearly 100% of the time, and in 2016 outperformed a past Baldrige Award recipient. Stellar was a 2017 Baldrige National Quality Award recipient....

BPIR Categories

15.4.1 Employee satisfaction/dissatisfaction
15.6.1 Vision/leadership processes

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