chapter  4
8 Pages

- Batesville Casket Company’s Culture of Continuous Improvement: Innovation, creativity — and yes, listening to the voice of the customer — are alive and well here

WithLea A.P. Tonkin

Although customer satisfaction surveys reflect consistently high ratings, Batesville associates do not accept today’s domestic marketplace leadership performance as their “final resting place.” Thanks to their employee involvement and continuing performance improvements, they plan on

even better customer satisfaction and market success. This article offers insights Batesville employees shared during a recent AME workshop, “Creating a Culture of Continuous Improvement,” at the company’s operation in Batesville, IN.