原則1 以客戶為關注焦點
Organizations depend on their customers and therefore should understand current and future customer needs, should meet customer requirements and strive to exceed customer expectations.
組織依賴于他們的客戶，所以應該了解客戶現在和將來的需求，應該滿足客戶需求并努力超越客戶期望。
Key benefits:
關鍵好處：
· Increased revenue and market share obtained through flexible and fast responses to market opportunities.
通過靈活和快速的對市場機會的反應提高了收入和市場份額。
· Increased effectiveness in the use of the organization’s resources to enhance customer satisfaction.
提高了組織對資源的有效利用來增強客戶滿意。
· Improved customer loyalty leading to repeat business.
提高了客戶忠誠度，留住回頭客。
Applying the principle of customer focus typically leads to:
應用以客戶為關注焦點通常需要：
· Researching and understanding customer needs and expectations.
調查研究和理解客戶的需求和期望。
· Ensuring that the objectives of the organization are linked to customer needs and expectations.
確保把組織目標和客戶需求和期望連接起來。
· Communicating customer needs and expectations throughout the organization.
在組織內部全面溝通客戶需求和期望。
· Measuring customer satisfaction and acting on the results.
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