Its website was the primary channel of Customer interaction with MidwayUSA (MW), a US Internet retailer and winner of the Baldrige National Quality Award in 2009 and 2015. Website availability performance was related directly to its Strategic Advantage and Customer Key Requirement of a “Fast, feature rich, user-friendly website,” and critical to delivering a satisfying…

BPIR Categories

15.6.10 Information, knowledge management, & IT
15.6.4 Market, selling & invoicing processes

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