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| In 2004, we did more to accurately measure our day-to-day performance than any other time in our history. With standardized systems and with more frequent and detailed data, we can now measure precisely what we are doing and quickly pinpoint any processes that are hindering, rather than supporting, our efforts to improve customer service. As a result, we enter 2005 a fitter, more responsive organization, better able to adapt and change in an increasingly unpredictable marketplace. |  |
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