1. Questions Why focus on customers? Who are the customers?
What do customers want/need/expect?
How do better understand our customers?
How do we translate customers needs into specifications/standard?

2. Employee Motivation
Leadership
Customers
Customers
Satisfaction
Continuous improvement
Partnership
Performance Measure

3. Who are the customers?
External
Internal

4. What do customers want/need/expect? (total)
Quality
Value/reasonable price
Service, integrity
Reliability
On-time delivery
Warranty
Reputation
Innovation
ROI
Ease of use
Maintainability
Listen
Easy to resolve problems

5. Most Critical
80% of profit loss are from 20% problems

6. How do better understand our customers?
Customer complaints
Survey
Communication
Research/development
Focus group
Customer research (profile, data mining)
Package