Leadership Team: Group Involvement To Improve Customer Focus
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PPT presentation to assist a consultant working with a leadership group to increase customer focus. Developed by Dave B. Rott, CWO2, USCG. This presentation is in the public domain as it was developed by the U.S. Government.
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Leadership Team: Group Involvement To Improve Customer Focus
- 1. Leadership Team Group Involvement to Improve Customer Focus
- 14. Voice of the Customer / Customer Requirements Matrix Importance: 5 = very important, 1 = not very important Performance: 5 = excellent, 1 = poor Gap = top performance rating – performance rating Total = importance x gap Gap Total Performance Importance Quality Characteristic
- 21. MEASUREMENT
- 26. This presentation developed by Dave B. Rott, CWO2, USCG Content in this presentation was developed by the U.S. Government and is, thus, in the public domain.