Among other communication methods,. Senior leaders at Bristol Tennessee Essential Services (BTES) a US utilities plus company and 2017 Baldrige National Quality Award recipient, used a storytelling technique, detailed in Section 1.1c(1), to support and maintain the BTES culture, by focusing on BTES’ values and Key Success Factors (KSF). Stories were told in relation to…

BPIR Categories

8.2.1 Leaders communicate with employees
8.2.2 Create an environment for empowerment/innovation

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