Baldrige National
Quality Program
Customer
and Market Focus
85
3.1 Customer and Market Knowledge
Describe how your organization determines requirements, expectations, and preferences of customers and markets to ensure the continuing relevance of your products/services and to develop new opportunities.
3.2 Customer Relationships and Satisfaction
Describe how your organization builds relationships to acquire, satisfy, and
retain customers
and to develop new opportunities.
Describe also how your organization determines customer satisfaction.
40
45
...examines how your organization
determines
requirements, expectations, and
preferences
of customers and markets. Also examined
is
how your organization builds
relationships
with customers and determines the key
factors
that lead to customer acquisition,
satisfaction,
and retention and to business expansion.