Title: CFT_7.2_PMS_Customer_Excellence_Metrics (.xlsx)

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Purpose and Value: Helps select measures that have value in measuring and improving customer focused results as defined in Baldrige Category 7.2.

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Responsibility: Customer Focus Team (CFT) 

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​Inputs: 

• Metrics tables of 20 suggested Customer Focused Results measures

• Trend Charts (20 tabs) each containing data inputs for measures, targets, two benchmarks, and a high/low indicator 

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​Calculations and Observations: (see images below)

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Example CFT_7.2_PMS_Customer_Excellence_Metrics (.xlsx) - Metrics Table (partial)

Example CFT_7.2_PMS_Customer_Excellence_Metrics (.xlsx) - Trend Chart - Adult Hockey Sales

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Note: The Metrics Table provides a wide range of choices. This OE21 Model allows up to 20 measures for each of the four Focus Teams.

Example CFT_7.2_PMS_Customer_Excellence_Metrics (.xlsx) - Trend Chart - Service Performance