The workforce at MidwayUSA (MW), a US Internet retailer and winner of the Baldrige National Quality Award in 2009 and 2015, was organised and managed to support the MW’s Mission, to achieve Operational Goal (Ogs) and to leverage Core Competencies (CCs). MW established 4 Key Work Systems (KWS): Merchandising (ME), Marketing (MK), Customer Support (CS)…

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2.4.1 Design the organisational structure

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