Key work systems (KWS) at MidwayUSA (MW), a US Internet retailer and winner of the Baldrige National Quality Award in 2009 and 2015, were those required to deliver Customer Key Requirement (CKRs), namely Merchandising, Marketing, Customer Support and Logistics. Work systems and core competencies (CC) were reviewed and validated annually for effectiveness and to ensure alignment with current and future business needs. If a CC was needed, costs and barriers to entry and MW’s capacity and capabil...

BPIR Categories

6.1.1 Plan key production & delivery processes
6.4.2 Implement systems for managing the service

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