Five strategic goals were key factors for the success of Mesa Products (MESA), a US manufacturer of cathodic protection systems and 2006 Baldrige National Quality Award recipient. These were 1) Customer service, including on-time shipping, quality, and customer satisfaction. 2) Relationships, including the development of personal, friendly relationships with customers and suppliers, led to customer…

BPIR Categories

15.2.2 Customer retention/referral/relationship building
2.2.4 Formulate and review business unit strategy
2.5.2 Develop & set organisational goals
8.2.2 Create an environment for empowerment/innovation
8.2.3 Leadership relationships with customers
8.2.4 Leadership relationships with suppliers and partners

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