GTE MDC (Management Development Centre) performed focus group discussions internally then formulated a 100% satisfaction guarantee: "You will be completely satisfied with any GTE-sponsored course delivered at the Management Development Centre, or we will refund all tuition, room, and board." In its first year, the guarantee required payouts of $19,000; a negligible sum compared with the information the MDC gained about improving future course offerings. The centre subsequently extended this prac...

BPIR Categories

9.4.3 Deliver education and training
6.4.1 Improve process/service performance

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