A US railroad that specialised in moving freight for industrial and agricultural customers had adopted a measurement strategy defined by the IABC Research Foundation's Excellence study: excellent organisations build relationships through symmetrical communication and relationships are built on satisfaction and based on trust. With survival depending the satisfaction of the 20% of customers and an aging workforce, the senior management team overhauled the strategic plan and determined they needed...

BPIR Categories

1.1.1 Customer performance/satisfaction measurement
9.10.1 Retain human capital
9.6.1 Survey/assess employee satisfaction/morale

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