THE NEED FOR RESULTS IN A CUSTOMER DRIVEN ORGANIZATION

No vision, commitment, competence nor teamwork can be of any value without results. The customer should guide our course and should be the judge who will ultimately evaluate our performance. The customer's expectations should drive our focus. We are here only to serve our customer and for no other reason.

The customer is the final measure of our effectiveness and our value. Although there are roadblocks (laws, procedures, codes, budgets, awareness, etc.), there are also many opportunities for improvement. The trick is knowing that we must create a cycle of feedback, between the customer and ourselves before, during and after a task is accomplished. We must continuously examine our efforts from that perspective and be willing to shift our priorities based on customer expectations. On a daily basis, therefore, each individual should identify themselves with what the customer expects, find the most cost-effective and responsive way of achieving that goal, and work in cooperation with others across boundaries to provide a high quality of service.