文档介绍：: .
Organizations depend on their customers and therefore should
understand current and future customer needs, should meet customer
requirements and strive to exceed customer expectations.
组织依赖于他们的客户，所以应该了解客户现在和将来的需求，应
该满足客户需求并努力超越客户期望。
Key benefits:
关键好处：
· Increased revenue and market share obtained through flexible and fast
responses to market opportunities.
通过灵活和快速的对市场机会的反应提高了收入和市场份额。
· Increased effectiveness in the use of the organizations resources to
enhance customer satisfaction.
提高了组织对资源的有效利用来增强客户满意。
· Improved customer loyalty leading to repeat business.
提高了客户忠诚度，留住回头客。
Applying the principle of customer focus typically leads to:
应用以客户为关注焦点通常需要：
· Researching and understanding customer needs and expectations.
调查研究和理解客户的需求和期望。
· Ensuring that the objectives of the organization are linked to customer
needs and 。
· Communicating customer needs and expectations throughout the
organization.
在组织内部全面沟通客户需求和期望。
· Measuring customer satisfaction and acting on the results.
测量客户满意度，并针对结果采取行动。
· Systematically managing customer relationships.
系统的管理客户关系。
· Ensuring a balanced approach between satisfying customers and other
interested parties (such as owners, employees, suppliers, financiers, local
communities and society as a whole).
确保在满足客户和其他利益团体之间的平衡。利益团体 例子有组
织所有者、员工、供应商、金融机构、当地社团、社会。
Principle 2 Leadership
原则 2 领导作用
Leaders establish unity of purpose and direction of the organization.
They should create and maintain the internal environment in which
people can become fully involved in achieving the organizations
objectives.
领导为组织建立统一的目的和方向。领导应该创造和维持一个能让
员工充分地参与组织目标实现的内部环境。
Key benefits:关键好处