Move From Product to Customer Centric
- Quality Progress
- November 2003
- Volume 36 Issue 11
- pp. 22-29
- Ricci, Robert
- Air Products and Chemicals Inc.
A case study looks at a 50-year-old manufacturer of industrial products and their efforts at becoming a customer centric organization. Customer centricity is about listening to your customers, with a focus on collecting, understanding, and acting on customer feedback. Companies should provide tools for easy access to this information. It is also important to identify the critical customer focused improvement opportunities.