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INSTITUT TADBIRAN AWAM NEGARA |
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3. The Customer Perspective |
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management philosophy has shown an increasing realization of the
importance of customer focus and customer satisfaction in any
business. These are leading indicators: if customers are not
satisfied, they will eventually find other suppliers that will meet
their needs. Poor performance from this perspective is thus a
leading indicator of future decline, even though the current
financial picture may look good.
In developing metrics for satisfaction, customers should be analyzed in terms of kinds of customers and the kinds of processes for which we are providing a product or service to those customer groups. |
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