Organizations exist because of customers,and hence need an appropriate level of 'customer focus'.Having a customer focus emanates from an organizational culture and daily practice that nurture,empower and support employees.To determine customer requirements that are often complex, the article provides a list of methods:12 Ways to Determine What Customers Want.The use of VSM (value stream mapping) for reducing the overall cycle time and benchmarking for quality/service improvement are outlined.A continuous scanning of immediate environment of an organization for forces that can impact its ability to remain as a viable entity is emphasized. (4 refs.)
展开▼
