Reinventing Measurement: Delivering better results for P&G's shared services organization

Delivering better results for P&G's shared services organization
For Procter & Gamble’s Global Business Services unit, measuring customer satisfaction is a powerful way to improve performance. This shared services organization was getting plenty of feedback, but it had become too complex and score-focused, and wasn’t obtaining the “right” insights. A joint P&G and A.T. Kearney team redesigned the measurement process to create an effective feedback loop.
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