IWCO Direct -- Direct Route to Success

In 2004, IWCO Direct implemented its performance assessment tool, which measures customer satisfaction in five areas: service, delivery performance, quality, value creation and business costs. It allows the company to evaluate improvement opportunities on a customer-by-customer basis.

* Employees. The company hosts Town Hall meetings with all 1,100 employees. It's an opportunity for the executive team to share information regarding financial performances and strategic plan initiatives. Newsletters and personalized communications—"Pete's Perspective" and "Letters from JNA"—also keep the employees abreast of company progress.