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Customer Service > Customer Service Measurement > Customer Satisfaction Management > Surveys > Customer Satisfaction Surveys
Customer Satisfaction Surveys Research
 | "Best of the Best" Compilation of Scorecard Benchmarks and Strategic Planning Case Studies: Meeting Proceedings
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"Best of the Best" Compilation of Scorecard Benchmarks and Strategic Planning Case
Studies: Meeting Proceedings
This 81-page compilation of scorecard benchmarks and strategic planning case studies contains the "best of the best" from different Global Benchmarking Council Meetings features the following case study three-page summaries with speaker profiles, quotes, charts, select slides and key findings:
Boeing: Evolving Toward a Strategy-Focused Organization Using the Balanced Scorecard
Eastman Kodak: Managing with a Balanced Scorecard
Texas Instruments: Achieving Balance in Creating Customer, Emloyee, and Shareholder Value
Bank of America: Tying Benchmarking to Corporate Strategy Using the Six Sigma DMAIC Process
Thomson: Holistic Performance Measurement Strategy
Zero Time Labs: Instant Customer Value Every Time All the Time
Gale Consulting: Measure and Manage Customer Value for Superior Business Results
Cardinal Health: Linking Performance and Profitability
Wells Fargo: Performance Measurement: Going from Good to Great
Johnson & Johnson: Cascading Scorecards
Star Gas Partners: Connecting Employee Engagement with Customer Loyalty
Freescale: Parallel Process for Employee Engagement and Customer Loyalty
Tennessee Valley Authority: Cultural Health Index and Employee Engagement
Texas Instruments: Driving Continuous Improvement
Metrus Group: The Dark Side of Employee Engagement: The Importance of Alignment
Verizon: Linking Employee Engagement with Productivity and Customer Satisfaction
GE Consumer Finance: Improving Operational Efficiency
Also included is research from a summary of a member roundtable discussion, "From Metrics and Scorecards to Budgets & Strategy" and a Best Practices, LLC presentation on the Service Profit Chain... (ID 4847)
Companies Profiled: Boeing, Zero Time Labs, LLC, Eastman Kodak, more ...
Price: $2494.00
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