The US City of Germantown, a 2019 Baldrige National Quality Award recipient, engaged key stakeholders including employees, governing and regulatory boards, suppliers, contractors, partners and businesses in various ways to strengthen relationships, promote understanding and gather input on projects, policies and ordinances of specific interest. The City’s key customer group is made up of residents…

BPIR Categories

1.1.7 Review customer listening & learning methods
1.3.1 Build customer relationships
1.3.2 Determine & provide customer contact mechanisms
1.3.3 Review customer relationship approach
13.1 Develop and manage supplier/customer partnerships
8.2.3 Leadership relationships with customers
9.7.1 Encourage employee involvement and feedback

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