ABSTRACT
In the business world, winning may be the same as a company’s being the best by consistently obtaining world-class results. Many companies fail to realize that because conditions within a company change constantly, the information that defines these conditions becomes the avenue by which they can seize control of the business and obtain the world-class results they desire. Relevant data and information include customer satisfaction and dissatisfaction; retention, gains, and losses of customers and customer accounts; customer-perceived value based on quality and price; and competitive awards, ratings, and recognition from customers and independent organizations. Generic factors include safety, absenteeism, turnover, and satisfaction. Business- or company-specific factors include those commonly used in the industry or created by the company for purposes of tracking progress. Measures and/or indicators of product and service performance should relate to requirements that matter to the customer and to the marketplace.
