As a leader of your organization, it is your responsibility to assure that you are structured to respond to changing needs of the customers you serve.

Ask yourself:

• Is doing business with our organization easy?

• Do we communicate effectively?

• Is the way a customer places an order an easy process?

• What is our response time when a customer has a problem?

• Are our invoices correct and easy to understand?

• Do we have the right people in place to answer customers' questions?

• How do we react when we make a mistake?

• Are we flexible and able to respond quickly, or are we burdened with bureaucracy and lengthy approval process?

• Can decisions be made at the lowest level of the organization?

• Do departments work together smoothly or is there a silo mentality?

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