The Customer Focus Team (LFT)  includes managers of customer marketing, sales and customer relations).

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The primary charter of the CFT is to measure and improve results in four areas:

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  • Customer Satisfaction and Value

  • Stakeholder Satisfaction and Value

  • Product and Service Performance

  • Program Outcomes

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To help the CFT improve these results the OE21 program provides four (4) standards listed below.

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Each of the CFT standards includes implementation procedures and decision support tools.

CUSTOMER FOCUS TEAM (CFT)

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Team Guide

Implementation Guide

 

OE21 Survey Process (applicable to all surveys)

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3 Customers                    

 

(CFT) 3.1 Voice of the Customer                   

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(CFT) 3.2 Customer Engagement                   

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(CFT) 3.2a Opportunity Marketing Guide                              
                     
7. Results

 

(CFT)  7.2 Customer-Focused Results ​

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