New york state excelsior quality award: one company's success story

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Abstract

Meeting the quality award criteria can be grueling and sometimes frustrating. However, it can lead to a rewarding experience for both employees and management. This paper is a description of the New York State Excelsior Award process, criteria, and guidelines. This success story belongs to Davis Vision, manufacturer and administrator of managed vision care benefits. Seeing that customer satisfaction trends and the associate indicators needed improvements, Davis implemented the benchmarking process as a way to monitor and improve performance.

Original languageEnglish (US)
Pages (from-to)28-32
Number of pages5
JournalProduction and Inventory Management Journal
Volume36
Issue number2
Publication statusPublished - Jun 1995

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All Science Journal Classification (ASJC) codes

  • Industrial and Manufacturing Engineering

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