Customer-Focused Strategy Checklist

 
• 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