Leveraging Customer Satisfaction for Performance Improvements: ICASS Case Study

Published On:
November 5, 2014
Authored By:
APQC
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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.