CustomerFocusedSixSigmaCustomerCustomerExpectationsExpectationsBusinessProcessManagement2-2ServiceQualityCostDeliveryDistributorInternalOEMUserCustomerExpectationsScorecardstoManageResultsIndicatorsofProcessPerformanceCoreandEnablingProcessesCritical-to-CustomerOutputsCustomerFocusedObjectivesCSIPO•WhoareyourCustomers?•WhataretheirmajorExpectations?2-3BPMSStartswithCustomersCustomer•DownStre...
