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HBOK 1-529

Title M.A.G.I.C. Huddles: Handbook Motivates Staff and Improves Customer Service
Author(s) Molly K. Brush
Source ASQ
Topic Qualities of Customer-Focused Organizations

Performance Improvement

Abstract The Singapore Housing and Development Board enlisted the help of one of its joint Innovation and Quality Circles, O.U.R. Outstanding Archers, to find new ways to motivate staff and improve customer service. O.U.R. Outstanding Archers used quality tools to develop a handbook that reduced service center supervisors’ preparation time for one daily activity by 75 percent, a savings of 45 worker-months per year.
Access Restrictions Open to everyone with free registration
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Reference Code 1-529

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