In first year of eligibility, nonprofits' listening skills lead to Baldrige honors

THE CHALLENGES PRESENTED when gathering customer feedback are as varied as the methods used for the actual gathering. Every organization has its own set of obstacles to overcome, and not every one will find a way to do so. The ones that succeed, however, are rewarded for their perseverance.

The U.S. Army Armament, Research, Development and Engineering Center (ARDEC) and the city of Coral Springs, FL, are well aware of the payoff. The former tangled with the difficulty of communicating with a customer base in a war zone half a world away, while the latter flew in the face of government's focus on the here and ...

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