The organisational culture at Nestle Purina Pet Care Company (NPPCC), a US based pet food and care products manufacturer and winner of the 2010 Malcolm Baldrige National Quality Award (Manufacturing Sector), fostered an engaged workforce and used a number of formal and informal measures of employee engagement and satisfaction. Measures, feedback and reward/compensation were set up to drive a balance of customer satisfaction, employee satisfaction, and financial results. Key elements of the workf...

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9.6.2 Manage employee satisfaction

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