The annual report addresses enterprise goals, strategy, quality objectives and measures of status. Promotion, recognition and rewards are based, at least in part, on this feedback. The customer service function is formally involved in product development and design. Response to customer complaints is timely, constructive, and directly affects changes in products and service. Satisfaction survey findings produce action.
Training is provided to enable attainment of business goals.
Improvement initiatives are often aimed at general problem-solving and process management.