Because it offered over 110,000 products from over 800 Suppliers, spanning 17 different product categories, MidwayUSA, (MW), a US Internet retailer and winner of the Baldrige National Quality Award in 2009 and 2015, paid particular attention to its Service delivery framework. MW took orders from Customers and fulfilled them through a state-of-the-art Nitro Express shipping system. Customers placed 93.5% of their orders on the firm’s website. A Customer Service area also served Customers via ph...

BPIR Categories

6.1.1 Plan key production & delivery processes
6.3.2 Provide the service

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