Customer identification

Download: Customer identification worksheet (DOC)

What is customer identification?
How to identify customers
Examples of customer identification
More information
Source

The customer identification worksheet is a tool designed to help determine the customer groups associated with products and services. It also helps identify customer needs and measures.

1. Identify an output. What services/products do you provide? What do you do?
2. List the customers associated with the output. Who are the direct recipients/users of the product/service?
3. Brainstorm or list the needs and wants of the customer(s) identified.
4. Determine data or measures. How will you know whether you are meeting your customers’ needs and wants?

Output

What services or products do you provide? What do you do?

I provide Quality Improvement 101 training.

Customer

Who is the direct recipient or user of your services or products?

Local public health staff.

Customer needs and wants

What do your customers ultimately need from your service or product? What do they want? (What are their criteria for being satisfied with this service or product?)

Based on previous feedback, I know they want:

• To learn the fundamentals of quality improvement
• Useful information they can apply
• Training that's convenient and fits into their schedules

Data and measures

How do or would you know if you are successful in meeting your customers' needs and wants?

Source of data could be from the evaluation we provide and collect at the end of class.

Specifically, we might look at the:

• % who indicate their skills were enhanced
• % who indicate increased knowledge of QI
• % who indicate they are likely to use the information on the job

We could also survey six months or a year later and look at the % who actually used what they learned from the class in their work.

Customer Focus
Minnesota Dept. of Health

CQI for Public Health: The Fundamentals
The Ohio State University College of Public Health