th customers and determines the key factors that lead to customer acquisition, satisfaction, and retention and to business expansion.

3.1 – Market and Customer Knowledge Describe how your organization determines requirements, expectations, and preferences of customers and markets to ensure the

In my previous article entitled: Measuring TQM Success published on [June 03, 2006 08:50:17 am], I wrote about Baldrige Values and Concepts as well as the Baldrige Assessment Approach. In this issue, I will provide an insight on common assessment findings in Baldrige Criteria Category 3 – Market and Customer Focus from several companies being assessed by a group of trained and experienced assessors. It is provided in the form of case studies which include Criteria summary as described in year 2001 Baldrige Criteria (source: http://www.nist.gov/quality), assessment findings in terms of Strengths and Area for Improvements.

There are seven categories in the Baldrige Criteria. In this article, I will deal with the bold category listed below:-

Leadership | Strategic Planning | Customer and Market Focus | Information and Analysis | Human Resource Focus | Process Management | Business Results

Criteria Summary, Category 3 - Customer and Market Focus

The Customer and Market Focus Category examine 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.

3.1 – Market and Customer Knowledge Describe how your organization determines requirements, expectations, and preferences of customers and markets to ensure the c

omer Focus from several companies being assessed by a group of trained and experienced assessors. It is provided in the form of case studies which include Criteria summary as described in year 2001 Baldrige Criteria (source: http://www.nist.gov/quality), assessment findings in terms of Strengths and Area for Improvements.

There are seven categories in the Baldrige Criteria. In this article, I will deal with the bold category listed below:-

Leadership | Strategic Planning | Customer and Market Focus | Information and Analysis | Human Resource Focus | Process Management | Business Results

Criteria Summary, Category 3 - Customer and Market Focus

The Customer and Market Focus Category examine 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.

3.1 – Market and Customer Knowledge Describe how your organization determines requirements, expectations, and preferences of customers and markets to ensure the

for Improvements.

There are seven categories in the Baldrige Criteria. In this article, I will deal with the bold category listed below:-

Leadership | Strategic Planning | Customer and Market Focus | Information and Analysis | Human Resource Focus | Process Management | Business Results

Criteria Summary, Category 3 - Customer and Market Focus

The Customer and Market Focus Category examine 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.

3.1 – Market and Customer Knowledge Describe how your organization determines requirements, expectations, and preferences of customers and markets to ensure the

ness Results

Criteria Summary, Category 3 - Customer and Market Focus

The Customer and Market Focus Category examine 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.

3.1 – Market and Customer Knowledge Describe how your organization determines requirements, expectations, and preferences of customers and markets to ensure the

th customers and determines the key factors that lead to customer acquisition, satisfaction, and retention and to business expansion.

3.1 – Market and Customer 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 Relationship 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.

Common Strengths

1. A formal customer survey is established to gather market and customer information periodically. Other form of information gathering are done during customer visits, customer enquiries and customer complaints
2. A systematic customer complaints procedure are well established and practiced. It is subjected to internal and external ISO Quality Management audit
3. Yearly distributor convention and recognition is held to maintain and improve customer relationship. It is also a forum for new product launch and dialog for feedback for continuous improvement

Common Area for Improvement

1. Although customer feedback is obtained for market trend and end-user expectations, there is no process to manage these information to drive for customer satisfaction
2. Data collected form customer complaints are