The Voice of
CUSTOMER & MARKET
CUSTOMER
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External Customers
(end users)
Internal
Customer
Customer
Driven
Quality
the pitfalls of
Reactive Customer-Driven Quality
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"GAPS" analysis
Segmenting Customers & Markets
Strategic Supply Chain Alliances
between Customers & Suppliers
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Customer Rationalization
annuity relationship
customer data
Active data gathering
passive data gathering
Customer
Feedback
Active
passive
MARKET
benchmarking
monitoring & measuring
performance
performance measures
business process
leading & managing
the benchmarking effort
baselining & reengineering