Results from the customer survey are used to identify followup
questions to ask in focus groups. The dissatisfiers load on
or correlate strongly to four topic issues: design, production,
delivery, and accounting (Figure 7.2-4). Two CI2
teams are
currently assigned to (1) determine what is driving the poor
relative performance in the PE business segment and (2)
identify what accounting deliverables are causing dissatisfaction
in this area.