Gm588_case_study_khwanchanok - Keller Graduate School of...

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Unformatted text preview: Keller Graduate School of Management GM588 Managing Quality Case study Khwanchanok Nonkhukhetkhong ( ) 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 success. The USPS called these areas 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 ideas called the voices which is the emphasis of the USPSs 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 Customers focus is on delivering the Voice of the Business....
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This note was uploaded on 01/08/2012 for the course MBA gm588 taught by Professor Jerry during the Spring '11 term at DeVry Arlington.

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Gm588_case_study_khwanchanok - Keller Graduate School of...

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