How to Gain a Competitive Advantage

IPS is not a traditional "business", but we certainly have customers to whom we provide services. One way we can improve as an organization is to take a holistic approach to how we manage customer service.

Each agency has completed its Baldrige application and site visit. We are waiting on our feedback reports, but in the meantime we know where we can improve and how to get better.  I came across this Baldrige Blog that explains how one organization approached it:

http://nistbaldrige.blogs.govdelivery.com/2012/11/13/how-to-use-baldrige-to-get-a-competitive-advantage/

Perhaps some of our staff don't feel like we need a competitive advantage because of our unique services, but I think we realized during the Baldrige application process that we, in fact, have competition.

What do you think?