A team from ABCD Bank determined that the most important requirement for mortgage customers is timely closings. Through focus groups and other customer interviews, customers listed the following as key elements of timely closings:

1.Expeditious processes

2.Reliability

3.Consistent and accurate information

4.Competitive rates

5.Notification of industry changes

6.Prior approvals

7.Innovation

8. Router link with computers

9. Buyer orientation

10. Diversity of programs

11. Mutual job understanding

12. Flexibility

13. Professionalism

14. Timely and accurate status reports

Draw an affinity diagram by grouping the above items into logical categories of Communication, Effective Service and Loan Products