At Your Service

Article

Daniels, Susan   (2004, ASQ)  

Quality Progress    Vol. 37    No. 6
QICID: 19541    June 2004    pp. 58-65

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Article Abstract

"Boeing Aerospace Support (AS) and Caterpillar Financial Services Corp. (CFSC), 2003 winners of Malcolm Baldrige National Quality Awards in the service industry, have proven once again that quality pays rather than costs. As Baldrige award applicants, Boeing AS and CFSC were evaluated in seven criteria that include leadership, strategic planning, process management and business results. Both organizations report improved financial and market results for their efforts. Boeing AS shows improved performance in orders, revenue, earnings and economic backlog while CFSC was able to fully recover its Six Sigma startup costs in the first year of deployment.

Keywords

Case study,Business results,Service organizations,Malcolm Baldrige National Quality Award (MBNQA)


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