To ensure it maintained a strong customer focus, E-Z-GO, a US manufacturer of golf cars and utility vehicles, took a number of steps including the set up of formal customer-satisfaction programmes, customer involvement in product design, employee contact with customers, numerous systems and Lean initiatives in to help it move at the "speed of the customer" and efforts to reduce customer lead times. E-Z-GO used numerous initiatives, including quarterly customer-satisfaction surveys, field visits,...

BPIR Categories

1.3.1 Build customer relationships
1.3.2 Determine & provide customer contact mechanisms
1.1.2 Develop customer interview/focus group approach

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