Customer view Value as we define it is delivered in a timely fashion, even in anticipation of our needs Our satisfaction appears to be the focus of all our suppliers activities We are invited to get involved early in the design process Our supplier understands our need for low life-cycle cost and superb quality OUTCOMES >More customers >Greater market share 10-D. Nightingale@ 2002 Massachusetts Institute of Technology10 - D. Nightingale - © 2002 Massachusetts Institute of Technology Customer View ƒ Value as we define it is delivered in a timely fashion, even in anticipation of our needs ƒ Our satisfaction appears to be the focus of all our supplier’s activities ƒ We are invited to get involved early in the design process ƒ Our supplier understands our need for low life-cycle cost and superb quality OUTCOMES: ¾More customers ¾Greater market share