CFT_7.2_PMS_Customer_Excellence_Metrics (.xlsx)

Title: CFT_7.2_PMS_Customer_Excellence_Metrics (.xlsx)

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

Responsibility: Customer Focus Team (CFT) 

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)

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

Example CFT_3.2_Opportunity_Manager (.xlsx) Stakeholder 6-Touch

Example CFT_7.2_PMS_Customer_Excellence_Metrics (.xlsx) - Trend Chart - Customer Satisfaction

Example CFT_3.2_Prioritization_Customers_Stakeholders (.xlsx) Prospect Prioritization

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