Customer Satisfaction Process Item 6: Coordinate Projects

A Portfolio of Projects

Each leverage point can lead to one or more satisfaction projects. The successful satisfaction process assures that these projects are coordinated, producing coherent, ongoing, customer-driven improvement in the company's product, service or brand.

Select Teams

After root causes are identified one or more projects are selected for initiation. Team members are selected, budgets and time-lines are drawn up, project milestones are identified, and authority to proceed is sought.

Fund Projects

When project authority is granted, and the project is funded, the satisfaction process is also proceeding. The company is now doing something positive, designed to increase customer satisfaction.

Track Progress

The successful satisfaction process collects and reports expenditures, progress and results of the various satisfaction projects. A uniform system is utilized so projects can be efficiently monitored. The satisfaction process collects satisfaction project progress data so the entire satisfaction effort can be understood.

Return to Customer Satisfaction Flowchart: click here