Customer Satisfaction Process Item 7: Manage Program

From Projects to Program

The process monitors satisfaction project data so the ongoing satisfaction effort can be understood. Use a uniform reporting system for all projects as this helps organize a collection of projects into a managed PROGRAM, also referred to as "portfolio management." In becoming customer-driven, a program or portfolio approach is beneficial because it coordinates efforts.

Dashboard Reports

Dashboard reports help executives, product managers, brand managers, engineers and others in understanding the evolution of the entire product offering as perceived by the customer. Dashboard reports show at a glance the satisfaction metrics and trends, the leverage points, the teams assigned for corrective action, the status of current projects and the benefits that have been achieved in the past year or two as a result of action on customer perceptions.

It is important that changes are coordinated, so the character and continuity of the product offering or brand are managed coherently.

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