We make easy for customers to complain to us about our products and services. We treat employees with respect. Employees at all levels have a good understanding of our products and services. Employees who work with customers are supported with resources that are sufficient for doing the job well. Even at lower levels of our organization, employees are empowered to use their judgment when quick action is needed to make things right for a customer.
Employees feel they are involved in an exciting enterprise.
Employees at all levels are involved in making decisions about some aspects of their work. Employees are cross-trained so that they can fill in for each other when necessary. Instead of competing with one another, functional groups cooperate to reach shared goals. We study the best practices of other companies to get ideas about how we might do thing better. We work to continuously improve our products and services.