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Gm588_case_study_khwanchanok

Gm588_case_study_khwanchanok - Keller Graduate School of...

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Keller Graduate School of Management GM588 Managing Quality Case study Khwanchanok Nonkhukhetkhong ( [email protected] ) Instructor: Professor Jerold Sherman In 1993 the United States postal service developed a balance scorecard which measured their performance in three areas that the service deemed the most important to their
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success. The USPS called these area’s their “voices”. This has been a successful approach for the business which has been praised by several organizations such the IBM Center for the Business of Government. The following will summarize how each of the voices support the others and some of the measurements that might be used in their balanced scorecard approach. Three Voices of the USPS There are three strategic idea’s called the “voices” which is the emphasis of the USPS’s balanced scorecard. The three are the: Voice of the Customer, Voice of the Employee, and the Voice of the Business. The focus of the Voice of the Customer’s focus is on delivering first rate service to their customers while anticipating their needs. The Voice of the
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