1 - We have performance metrics for critical customer service and quality expectations, which are continually improving.
strongly disagree slightly disagree neutral slightly agree strongly agree
2 - We utilize extensive customer data/input in the development of product and service design.
3 - We only spend our resources on features & benefits critical to customer satisfaction.
4 - Our lead-time performance is a competitive advantage.
5 - Our service reliability is a competitive advantage.
6 - Our speed-to-service rate is a competitive advantage.
7 - We know our primary competitors and their strengths and weaknesses.
8 - We have identified our key niches in the industry and are using a coordinated strategy to service those customers.
9 - We profitably grow our market share year-after-year.
10 - We are one of the leaders in our industry in terms of profitability.
11 - Our sales/employee is increasing at 10%+ per year.
12 - Our cost reduction efforts yield 5% improvements year-after-year.
13 - We consistently increase our EPS by 10%+ per year.
14 - We utilize a balance scorecard that drives continuous improvement in all areas of the organization.
15 - We have identified process owners for all of the key business processes.
16 - We identify and eliminate waste in key business processes.
17 - We identify and eliminate variation in key business processes.
18 - We have a strong/rigorous program/process for continuous improvement on all businesses processes.
19 - We have congruent management/employee performance objectives that tie into customer and business results.
20 - We have an employee rewards and recognition system that is directly linked to key business and customer performance metrics.
21 - We have employee satisfaction measures.
22 - We have a succession plan that identifies and develops future business leaders.
23 - We actively develop a culture of problem solving based on data.
24 - Our leaders are rewarded based on customer loyalty, employee satisfaction, and business results.
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