ABSTRACT
BI Performance Services (BI) is tied directly to the performance improvement industry: BI combines communications, training, measurement, and rewards into performance improvement programs for its corporate customers nationwide. BI is headquartered in Edina, Minnesota, a suburb of Minneapolis, with 27 offices throughout the United States. British Telecom Northern Ireland (BTNI) is located in Belfast, and its primary service is telecommunications. British Telecom Northern Ireland has had significant findings in terms of obtaining leadership buy-in and acceptance of feedback, and of how the lack of acceptance can stifle further organizational improvement. BTNI has obtained ISO 9001 certification and has won both the Northern Ireland Quality Award and the United Kingdom Quality Award. BI’s measures from the strategic measurement and analysis model are aggregated and analyzed by a variety of action teams. Action teams are tasked with understanding the feedback from the customer. BI’s key uses of information are self-assessment, Malcolm Baldrige Award feedback, and customer input.
