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Who's KEEPING Score?

Scorecard helps Sears simplify QMS compliance, supports continuous improvement efforts

THERE'S ONE TOOL you won't find for sale at Sears. One of the retail giant's divisions has started using a quality management tool extensively to maintain and improve its quality management system (QMS).

Sears first began its ISO 9001 efforts nearly a decade ago. Since then, more than 450 units within Sears Home Services have registered to ISO 9001.

Once the QMS was in place, the challenge became how to continually improve it. How can a corporation as colossal and complex as Sears motivate its employees to continually do a better job in so many different locations around the country?

The company keeps ...

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