chapter  4
21 Pages

Customer Calibration

Calibration is generally understood as an act of adjustment to a standard. Customer calibration is the process by which an organization continually adjusts its strategies and capabilities to an ever-rising standard demanded by the customer (e.g., service level, product integration, relationship requirements). For the conductive organization customer calibration is not an episodic reconfiguration-a regular six-month “tune up.” Instead, it’s a constant process that informs all of the organization’s thinking, actions, and relationships, enabled by the quality and speed of its knowledge flow.