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Customer-Focused Strategy Checklist

 
Checklist to be used to ensure your organization is strategically focused on the end customer.
 
  • Mark all that apply.
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    • PLANNING
      • Is your strategic planning long-term and anticipatory rather than short-term and reactionary?
      • Does your strategic planning have an explicit customer-driven process rather than an organization objectives planning process?
    • AWARENESS OF CUSTOMERS
      • Are people at all levels of your organization aware of who you customers are and what their needs are?
      • Is the voice of the customer important in your organization?
    • DECISION-MAKING
      • Is decision-making customer-driven rather than product-driven?
      • Is decision-making supported by data rather than by opinion?
    • PERFORMANCE MEASUREMENT
      • Is customer satisfaction a key measure of success rather than just bottom-line financial results?
      • Is market share a key measure of success for your organization rather than speedy returns on investment and cash flow?
    • PROCESS MANAGEMENT
      • Is your process management approach focused on error and defect prevention rather than error and defect detection?>?
      • Does your organization practice process improvement rather than on-going crisis management?
       
      Pyzdek, Thomas & Keller, Paul A. "The Six Sigma Handbook" 3rd Edition. McGraw Hill (2010), p. 45.
       
      See also Customer Focus Supply Chain Strategy Checklist