Leveraging Customer Satisfaction for Performance Improvements: ICASS Case Study



  • Type:
  • Published:
  • November 5, 2014
  • Author:
  • APQC
  • Pages:
  • 8
  • Price:
  • Your Price: $50.00
  • Member: FREE

This case study looks at how the Internal Cooperative Administrative Support Services (ICASS) used a simple customer satisfaction survey to overcome many of the roadblocks (business silos, organizational resistance, and a lack of automation) to standardized performance measures and establish consistent improvement efforts across its globally disperse sites.