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HBOK 1-316

Title Who’s Keeping Score?
Author(s) Rebecca M. Neenan
Source Quality Progress
Topic Organizational Culture

Performance Measurement

Performance Improvement

Abstract In the last decade, retail giant Sears Home Services has achieved ISO 9001 certification in more than 450 of its units across the country. The challenge then became how to motivate employees to continually improve the quality management system. The quality management tool Sears created is called the QMS compliance scorecard. The scorecard works as a grading system for different regions and their managers and allows easy communication with executive management on the health of the QMS. Since Sears implemented the scorecard two years ago, all regions have maintained or improved their scores in an ever-changing market.
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Reference Code 1-316

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