HERSHEY, Pa. -- If Hershey has a secret to success, it could be a program called QTE, or Quality Through Excellence. It aims to teach and motivate employees to be flexible when serving the retail customer. no, president and chief operating officer. Category management plays a part in the program these days, explains Viviano, especially in sales and marketing. QTE is in place to understand the customer, and category management is one way of doing so. "We just don't 'top-down' things anymore. ...

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