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