What does effective Customer Focus and Continual Improvement look like?

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Supplier metrics are measured and monitored;

There is a process for supplier selection;

Feedback is given to suppliers for their improvement

Both customer satisfaction and dissatisfaction is being measured and tracked;

Cost of Poor Quality is tracked and actions are taken to lower costs; Contracts are re$-$quoted every time the customer makes a change.

Both customer satisfaction and dissatisfaction is being measured and tracked;

Customer requirements and expectations are known and risk$-$based thinking is conducted;

Continual Improvement actions are improving customer metrics and are reducing risk.