ABSTRACT
What Does This Mean? The word “product” is used in this Item to mean both products and services because some organizations (e .g ., airline, military, hospital) do not develop and sell products . This item asks about how your organization takes the market research asked about in 3 .2 to develop new or improved products and services to meet the needs of current customers and attract new ones . The criteria in
this section also ask about the systems you have in place to make it easy to do business with your organization and get information about your products/services . Many organizations today perform very poorly in this area, particularly in today’s climate of cost cutting and outsourcing .
