8 Dimensions of Excellence

Abstract:Despite a stated desire to be customer focused, most companies tend to measure process performance more intensely than the outcomes customers experience. The 8 Dimensions of Excellence expand and balance the definition of success, beginning with the customer's experience, where the improvement opportunity is the greatest. The 8 Dimensions framework is a powerful tool to help identify the critical few areas in which to pursue excellence. A sidebar article lists nine facts about products to help organizations adapt product characteristics to what customers …

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Very good article. It brings together quite succinctly many valuable principles which can be applied in all walks of business and life.
--Ananth, 06-12-2009

--Kimsong-Siv, 06-02-2009

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