Read the case carefully and then answer the following 3 questions: (The case is 80 pages but please focus on the customer section!!!)

  1. How does the organization determine customer satisfaction, dissatisfaction, and engagement?
  2. How does the organization determine customer and market needs, and requirements for products and services; and adapt your products and services to attract new customers?
  3. What improvements has the organization made to their customer processes?

Explanation & Answer length: 2 pages1 attachmentsSlide 1 of 1

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2016 2016 FitHabits Case Study Baldrige Performance Excellence Program National Institute of Standards and Technology (NIST) • United States Department of Commerce July 2016 To obtain Baldrige Program products and services, contact Baldrige Performance Excellence Program Administration Building, Room A600 100 Bureau Drive, Stop 1020 Gaithersburg, MD 20899-1020 Telephone: (301) 975-2036 Fax: (301) 948-3716 E-mail: baldrige@nist.gov Web: http://www.nist.gov/baldrige FitHabits is a fictitious Baldrige Award application prepared for use in the 2016 Malcolm Baldrige National Quality Award Examiner Preparation Course. The fictitious case study organization is an online distributor of unique and high-end activewear clothing and athletic shoes that promotes a customized, high-touch shopping experience for its customers.

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