
START HERE: Training Video 6.1a Product, Service and Process Design
OE21tm
Managers Guide to
Organization Excellence

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The Customer Focus Team (LFT) includes managers of customer marketing, sales and customer relations).
The primary charter of the CFT is to measure and improve results in four areas:
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Customer Satisfaction and Value
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Stakeholder Satisfaction and Value
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Product and Service Performance
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Program Outcomes
To help the CFT improve these results the OE21 program provides four (4) standards listed below.
Each of the CFT standards includes implementation procedures and decision support tools.

CUSTOMER FOCUS TEAM (CFT)
3 Customers
3.1 Customer Expectations
(CFT) 3.1 Voice of Customers and Stakeholders
3.2 Customer Engagement
(CFT) 3.2 Customer Engagement
(CFT) 3.2a Opportunity Marketing Guide
7. Results
(CFT) 7.2 Customer-Focused Results