We have four metrics that we use; safety, employee satisfaction, customer satisfaction and net profit. They are supported with 30 qualitative and 27 quantitative measurements for all internal and external aspects of the business. These metrics have been in place for more than 10 years and have baselines that go back 30 years. Process improvement is the focus. We have a long history of a learning, caring organization and have a unique synergy and critical mass for continuous learning to enhance the organization, the individuals and its customers.