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HBOk 1-481

Title Loud and Clear
Author(s) Glynis Aquino, Michael D. Nichols, and Karim Houry
Source Quality Progress
Topic Organizational Culture

Qualities of Customer-Focused Organizations

Performance Measurement

Abstract The best quality practices integrate performance metrics with the voice of the customer. While a recent survey found that most businesses are using a Lean Six Sigma program which they regularly update, it found that only about one in eight used customer feedback consistently to rate the effectiveness of their core processes. A process management system allows an organization to develop process-driven outcome measures, align processes with customer needs, establish governance and accountability, and connect business management strategies to processes.
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