Senior leaders (SL) at Concordia Publishing House, a US religious publisher, and winner of the 2011 Malcolm Baldrige National Quality Award, created a significantly flattened organisation and workforce culture of customer care. SL were very available to CPH customers and other stakeholders, and purposefully communicated that customer care was everyone’s primary responsibility. Staff were empowered to intervene in or stop any process they believed would have an adverse impact on a customer, pro...

BPIR Categories

8.1.1 Leaders develop/manage org culture,vision&values
2.4.1 Design the organisational structure

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