Bob Pence is CEO of Freese and Nichols Inc., a multiservice engineering, architecture, and environmental science firm with 15 offices in Texas and North Carolina. Pence led Freese and Nichols through the recession by supporting and enlarging the company’s continuous improvement program, commitments to clients and employees, and corporate plan for steady, sustainable growth. As many peers struggled against financial loss, Freese and Nichols achieved its first year of $100 million in revenue. Thanks to Pence’s adherence to principles of continuous improvement, Freese and Nichols also became the first engineering/architecture firm to receive the Malcolm Baldrige National Quality Award for performance excellence.
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Voice of the customer, or V-O-C, is the ongoing collection of customer needs and expectations-both... [more]