Objective To encourage practicing managers or care providers to evaluate how they incorporate customer, client, and stakeholder requirements into their practice. Instructions 1. Write a brief description of your organizational setting on the Customers Worksheet at the end of this exercise. This setting may be a practice, department, or program. 2. Identify your customers, clients, and/or stakeholders, and write them in the first column of the Customers Worksheet. 3. Complete the remaining columns of the worksheet for each customer, client, and stakeholder listed in the first column Organizational Setting: Customer/ client/ stakeholder Expectation/ requirement How do I know this? What I do to meet that expectation/ requirement How I know how well I meet that expectation/ requirement

Customer	Expectation	What I do to Meet That Expectation	How Can I Measure Whether I Met That Expectation