Definition
Excellent organisations:
Have you |
 |
Develop and agree a set of performance indicators and related outcomes to
determine the successful deployment of their strategy and supporting
policies, based on the needs and expectations of their customers.
|
|
|
Set clear targets for Key Results based on the needs and expectations of
their customers, in line with their chosen strategy.
|
|
|
Demonstrate positive or sustained good Customer Results over at least 3 years.
|
|
|
Clearly understand the underlying reasons and drivers of observed trends
and the impact these results will have on other performance indicators and
related outcomes.
|
|
|
Anticipate future performance and results.
|
|
|
Understand how the Key Results they achieve compare to similar
organisations and use this data, where relevant, for target setting.
|
|
|
Segment results to understand the experience, needs and expectations of
specific customer groups.
|
|
|
|
|
In addition to the immediate customers of the
organisation, external customers may also
include other customers in the chain of
distributors. |
|
|
|
|
|
Note: Please refer to publication for more details on the model. |
