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 want.