We become a more disciplined and better company because of this tool at the front end.

In a company of 50,000 employees, it is a great honor to receive this distinction. Five years ago, Waste Management implemented an exciting new customer service program that operates according to the premise that perfect service can be achieved through effective employee education and communication. This initiative is called Service Machine and relies on effective tracking, timely review, analysis and ongoing coaching to ensure that these standards are consistently achieved. This group of men and women consistently lead the way, from financial performance to collection productivity improvements to growing the company's revenue.

What we asked them to design was completely impossible. What we got works better than we could have ever imagined it would.

We had to retrain [them] that this is an important part of your business. If Japan doesn't know what's going on, it hurts your business.

We try to make candy with all the rigor and the professionalism of a public company but with the heart and the vitality of a private company, ... Business Unusual.

If the rates are too high, the consumers will move to another company.