There are really three areas that require attention here. The first is to define expectations of both our customer and ourselves. Second, we need to identify the metrics that will measure how well those expectations are met. And third, it’s critical to establish mechanisms for constant improvement. Setting expectations is the foundation for how we will work together. It’s really important for our customer to tell us what is important to them, and us to do the same. Otherwise, we’ll never be in synch.
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