Apply internationally-recognised best-practice tools for process improvement, customer focus, market knowledge, brilliant results

BaldrigePlus will add value to your investments in excellence by publishing and supporting a set of tools that make the Baldrige system accessible, understandable and applicable to your organisation


 CAUTION - legacy wording. Go to www.baldrige.org for the 2005 version

Customer and market focus

How does your organisation determine the short- and longer-term requirements, expectations, and preferences of all customers and markets - to ensure the relevance of current products and services and to identify opportunities?

How do you measure customer satisfaction and build relationships to retain current business and to develop new opportunities?

85 pts
The customers and market focus section contains these resources
  1. introduction
  2. category commentary
  3. the criteria explained

  4. category handbook

  5. category worksheets

  6. exhibits