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Entries for 2012

Excellence by the Dozen: 12 Organizations Vie for 2012 Baldrige Award

Twelve U.S. organizations have reached the next step on the road to a possible silver anniversary Malcolm Baldrige National Quality Award, the nationaposs highest recognition for organizational performance excellence. The Baldrige Panel ...

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Excellence by the Dozen: 12 Organizations Vie for 2012 Baldrige Award

Twelve U.S. organizations have reached the next step on the road to a possible silver anniversary Malcolm Baldrige National Quality Award, the nations highest recognition for organizational performance excellence. The Baldrige Panel of ...

Read More

Excellence by the Dozen: 12 Organizations Vie for 2012 Baldrige Award

Twelve U.S. organizations have reached the next step on the road to a possible silver anniversary Malcolm Baldrige National Quality Award, the nationaposs highest recognition for organizational performance excellence. The Baldrige Panel ...

Read More

Excellence by the Dozen: 12 Organizations Vie for 2012 Baldrige Award

Twelve U.S. organizations have reached the next step on the road to a possible silver anniversary Malcolm Baldrige National Quality Award, the nationaposs highest recognition for organizational performance excellence. The Baldrige Panel ...

Read More

Customer-Driven Excellence

Performance and quality are judged by an organization’s customers. Thus, your organization must take into account all product features and characteristics and all modes of customer access, in addition to support that contributes value to your customers. Such behavior leads to customer acquisition, satisfaction, preference, and loyalty; to positive referrals; and ultimately, to business expansion.

Customer-driven excellence has both current and future components: understanding today’s customer desires, as well as anticipating future customer desires and marketplace potential. Value and satisfaction may be influenced by many factors throughout your customers’ overall experience with your organization. These factors include your organization’s customer relationships, which help to build trust, confidence, and loyalty. Customer-driven excellence means much more than reducing defects and errors, merely meeting specifications, or reducing complaints. Nevertheless, these factors contribute to your customers’ view of your organization and thus, also are important parts of customer-driven excellence. In addition, your organization’s success in recovering from defects, service errors, and mistakes is crucial for retaining customers and engaging customers for the long term. A customer-driven organization addresses not only the product and service characteristics that meet basic customer requirements but also those features that differentiate the company from its competitors. Such differentiation may be based on innovative offerings, multiple access mechanisms, rapid response, or special relationships.

Customer-driven excellence is thus a strategic concept. It is directed toward customer retention and loyalty, market share and gain, and growth. It demands constant sensitivity to changing and emerging…

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Baldrige Program Celebrates 25 Years of Performance Excellence

Not many 25-year-olds can boast that in their short lifetime they have helped thousands of organizations develop and maintain world-class operations, innovative management, efficient procedures, involved workforces and highly satisfied ...

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Baldrige Program Celebrates 25 Years of Performance Excellence

Not many 25-year-olds can boast that in their short lifetime they have helped thousands of organizations develop and maintain world-class operations, innovative management, efficient procedures, involved workforces and highly satisfied ...

Read More

Baldrige Program Celebrates 25 Years of Performance Excellence

Not many 25-year-olds can boast that in their short lifetime they have helped thousands of organizations develop and maintain world-class operations, innovative management, efficient procedures, involved workforces and highly satisfied ...

Read More

Baldrige Program Celebrates 25 Years of Performance Excellence

Not many 25-year-olds can boast that in their short lifetime they have helped thousands of organizations develop and maintain world-class operations, innovative management, efficient procedures, involved workforces and highly satisfied ...

Read More

Baldrige Program Celebrates 25 Years of Performance Excellence

Not many 25-year-olds can boast that in their short lifetime they have helped thousands of organizations develop and maintain world-class operations, innovative management, efficient procedures, involved workforces and highly satisfied ...

Read More

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