Leadership: Mack Molding's Ray Burns

Mack Molding is a leading supplier of contract manufacturing services and injection molded plastic parts to companies in a range of industries. Based in Arlington, Vt., Mack operates six locations in the United States. In this installment of PN's Lessons in Leadership video series, Ray Burns, president of Mack's southern division, tells about the four-point plan that the company adopted to measure its performance in achieving "total customer satisfaction."