GE ASKS THE ULTIMATE QUESTION

WANT TO MAXIMIZE business growth? Factor

in a customer-focused continuous-improvement process. A key challenge for management is to monitor customer relationships as rigorously as profits are scrutinized, says Richard Wargo, vice president of marketing and strategic initiatives for a unit of GE Capital Solutions, Danbury, Conn. "Those relationships build the future."

The GE business unit, which focuses on equipmentbased financing and leasing, provides an example of how the corporation engages the customer experience in a continuous-improvement process.

The survey system GE selected emphasizes one initial question: "Would you recommend us to a friend?" That rapidly and easily identifies problem areas for lean/Six Sigma engagement, adds Wargo.

"The process gives us a market-focused view of our performance relative to the competitive alternatives the customer could choose. Customer-identified problems become easy targets for corrective action. The result: greater potential for growth and future success," adds Wargo.