Note:
CAPITALIZED words above are hyperlinks;
Red
words above were added for the
2009 - 2010
Click on the Integrated Criteria Excellence Framework below to go to any Criteria Item.
2010 Baldrige Criteria - Integrated
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Item 7.2 - Customer-Focused Outcomes
(70 pts.)
Results
|
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What are your
CUSTOMER-focused
PERFORMANCE
RESULTS? |
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Summarize your
organization’s
KEY
CUSTOMER-focused
RESULTS
for
CUSTOMER
satisfaction, dissatisfaction, and
ENGAGEMENT.
SEGMENT
your
RESULTS
by product offerings,
CUSTOMER
groups, and market
SEGMENTS,
as appropriate.
Include
appropriate
COMPARATIVE
data.
Provide data
and information to answer the following questions:
7.2a.
CUSTOMER-Focused
RESULTS
(1)
What are your current
LEVELS
and
TRENDS
in
KEY
MEASURES
or
INDICATORS of
CUSTOMER
satisfaction and dissatisfaction?
HOW
do these
RESULTS
COMPARE
with the
CUSTOMER
satisfaction
LEVELS
of your competitors and other organizations providing similar
products?
(2)
What are your current
LEVELS
and
TRENDS
in
KEY
MEASURES
or
INDICATORS of
CUSTOMER
relationship building and
ENGAGEMENT?
HOW do these
RESULTS
COMPARE over the course of your
CUSTOMER life
cycle, as appropriate? |
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Notes:
N1.
CUSTOMER
satisfaction, dissatisfaction,
relationship building, and
ENGAGEMENT
RESULTS
reported in this Item should relate to the
CUSTOMER
groups and market
SEGMENTS
discussed in
P.1b(2)
and
Category 3 and to the
determination methods and data described in
Item 3.2.
N2.
MEASURES
and
INDICATORS of
CUSTOMERS’
satisfaction with your products relative to
CUSTOMERS’
satisfaction with competitors and
COMPARABLE organizations (7.2a[1])
might include information and data from your
CUSTOMERS
and from independent organizations. |
|
For additional description of this Item, see
7.2 Customer-Focused Outcomes Description. |
Note:
CAPITALIZED words above are hyperlinks;
Red
words above were added for the
2009 - 2010
Click on the Integrated Criteria Excellence Framework below to go to any Criteria Item.
Thank you for using the only truly integrated form of the Baldrige Criteria available anywhere. Paul Steel