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Customer
The term “customer”
refers to actual and potential users of your organization’s
products, programs, or services (referred to as "products" in the
Criteria).
Customers include the end users of
your products, as well as others who might be their immediate
purchasers or users. These others might include distributers,
agents, or organizations that further process your product as a
component of their product. The
Criteria
address customers broadly,
referencing current and future customers,
as well as the customers of your
competitors.
Customer-driven
excellence is a Baldrige Core Value embedded in the beliefs and
behaviors of
high-performing organizations.
Customer focus impacts and should
integrate
an organization’s strategic directions, its
work systems
and work processes,
and its business results. See the definition of “stakeholders” for the relationship between customers and others who might be affected by your organization’s products. |
Note: Blue words above are hyperlinks to other Integrated Glossary terms.
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