Amex-Focused And Growing Strong

"Without question, the challenges have made us incredibly strong," Denk declares. "It's also driven us to significant measuring and recording of our customer service relations and publishing results, and that's the one thing that's supported us along the way in all of these studies."

Although it's clear that the in-plant's success stems from its commitment to customer satisfaction and excellent cost margins, the shop's managers don't overlook the value of human resources.