How do you make customer-focused measurements happen in your organization?

1. Insist that all employees in the organization communicate with their customers to understand their problems and wishes.
2. Identify the key processes that support the needs of the customer.
3. Map the processes. Identify process time, quality levels and process costs.
4. Modify the process. Eliminate wasted efforts, time and cost. Check each step in the process for value-added activities.
5. Ask that every department post their customer requirements, cycle times and quality levels for all their key outputs.
6. Start over at step one and repeat the process.