Freese and Nichols (F&N), a US provider of engineering and construction services and winner of the 2010 Malcolm Baldrige National Quality Award (Small Business Sector), maintained staffing ratios that reflected its commitment to exceptional client service. Higher levels of marketing and accounting support allowed technical staff to concentrate on what they did best. The provision of corporate support was validated by profits, which exceeded industry benchmarks. Ratios for the years 2007-2009 wer...

BPIR Categories

15.4.7 Employee efficiency/productivity performance

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