Your assessment result has positioned the Customer Focus process within the Red band. The consequences are revealed in quality issues at the customer, variable delivery performance and uncontrolled past due orders. Retaining customers and protecting the revenue stream are paramount for any business. The result puts this at risk.
The chart shows the components that contributed to your assessment results for Customer Focus. This is designed to give an indication of the strengths and weaknesses of your Customer Focus process. The highlighted yellow line is your result and clearly indicates that every aspect of the Customer Focus process is in the Red band and requires improvement.
In this situation and given the risk of losing customers and therefore revenue. We would ask the following questions:
Questions to ask
Who are the key customers by sales revenue?
How is delivery performance measured?
How is Customer quality performance measured?
What is the focus of the planning function?
Does the current organisation have the experience, knowledge capability to deliver the process improvement needed?
Create a Key Performance Indicator, (KPI), for establishing and monitoring quality and delivery performance for the key customers.
Ensure the quality process can deliver zero escapes and protect the customer.
Ensure the planning process is designed to meet customer delivery requirements.
Assess the capability of the organisation both in structure and people to focus on satisfying the customer.