Title: CFT 3.1 Customer Excellence Action Plan.xlsx

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Purpose: Track progress of implementing the action plan to boost the customer focused results (defined in Baldrige 7.2)

Responsibility: Customer Focus Team (CFT)

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Value: Tracks who does what and when, including percent (%) of task completed versus % planned and both original and revised completion dates

​Inputs: Task titles, task performers, labor hours or non-labor dollars, task completion %, and revised completion dates

​Calculations: resources required (dollars), cumulative planned completion %, cumulative action completion % and cumulative planned dollars consumed (spent)

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Example Customer Excellence Action Plan