Case Study on Customer-Driven Excellence Most of the operating companies claimed to attain Customer-Driven Excellence merely by focusing on meeting customer needs. By the articulated Customer-Driven Excellence, the effort must yield customer satisfaction and increase in market share. By that, it will mean fulfilling all if not most customer promises in product and services.

Key Performance Indicators are established to indicate the above, but meeting the target is far from reaching. Concerted effort to meet the target in Customer-Driven Excellence is apparent in most companies I worked with.

Issues with Customer-Driven Excellence Despite the effort to strive for Customer-Driven Excellence, it is dampen by eroding profit due to pricing erosion in the market. Since the profit margin reduced, effort to improve the Customer related KPI is put on hold or reduce it scale of implementation.. At time, priority for improvement changes due to capital investments..

Opportunity for Improvement Build Continuous Improvement of product and services as a culture across the company would yield big cumulative improvement over time. Although this way of improvement seems slow and small as compared to re-engineering type of improvement, it does not cause big investment in most case. Leaders of company should take the opportunity to understand the Continuous Improvement Methodology and drive this initiative personally until it becomes a culture. Without leaders involvement, sustaining