based on your current role as manager, consider how customers focused you are. The aim is not to identify failing but opportunities to improve the service you provide. The following questions provide a good starting point.it may also be useful to use a CTS tree to consider your customer needs more thoroughly. 1,Are you clear on who your customers are? 2,Do you know what they do with your outputs? 3,Do you know what their precise requirements are?? 4,Have you asked them and tested their needs? Remember their expectations change. 5,Do you get feedback from your customers???