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HBOK 1-452

Title Solvay Culture Changes as Customer Complaint Process Evolves
Author(s) Vicki Powers
Source APQC
Topic Organizational Culture

Listening to Customers

Qualities of Customer-Focused Organizations

Abstract Solvay Chemicals’ unique customer complaints response process ensures that its customer relationships exceed those at other chemical companies. The institution of this complaints process has transformed Solvay’s once defensive culture into one that views complaints as opportunities for improvement.
Access Restrictions ASQ members only
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Reference Code 1-452

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