Senior leaders at Studer Group (SG), a US healthcare consulting firm and winner of the 2010 Malcolm Baldrige National Quality Award (Small Business Sector), focussed on creating a values-driven, transparent, customer focussed culture that fostered a passion for making a difference. Leaders personally modelled company values, and laid down specific "must have" tactics for selecting, engaging, empowering, and retaining staff. Performance management processes were integrated with a customer support...

BPIR Categories

8.1.1 Leaders develop/manage org culture,vision&values
8.2.3 Leadership relationships with customers
8.2.2 Create an environment for empowerment/innovation

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