Teams made up of the owners, Office of the President, and other senior leaders comprise the Business Team, Productivity Team, and Strategic Planning Team. They offer senior leaders the opportunity to stay in touch with key stakeholders and to communicate company strategies, expectations, values, and direction. The Business Team, for example, consists of the owners, Office of the President, and 18 additional vice presidents representing all aspects of the business. Every action at BI must support at least one of these objectives, and all plans, improvement teams, and measures that track progress and quantify the company's success are tied to these objectives. BI's performance ratings in these categories, coupled with a few strategic measures and operational measures decided on throughout the company, are compiled into a Leadership Scorecard that is tied to the company's Strategic Business and Quality Plan.
Every Associate has the power to launch an improvement team.
Then, BI uses three key measures to evaluate customer satisfaction. The TCSI is a quick way for account managers and company leaders to judge customer satisfaction. If an account receives an overall satisfaction rating of seven out of 10 or lower, a Business Team member is assigned as champion to investigate and present an action plan to the Business Team. If a score of 10 is earned, the account team earns special recognition. To keep on top of customer satisfaction, the full Business Team reviews aggregate TCSI numbers at biweekly meetings.