Overview of Malcolm Baldrige National Quality Award Application- Lockheed Martin (2012) Section 3: Customer Focus Cam Mobley, Josh Crawford, Mike Rainwater Quality Engineering Spring 2016

Customer Focus: Who is the Customer?  Lockheed Martin Missiles and Fire Control (MFC) customers are active members with: Integrated Products Teams (IPTs) Defense Contract Management Agency (DCMA) Members of the Department of Defense (DoD) Company Motto:“We Never Forget Who We’re Working For” Cam Mobley, Josh Crawford, Mike Rainwater Quality Engineering Spring 2016

3.1a Voice of the Customer: Customer Listening ❏ Missiles and Fire Control (MFC) has a Voice of the Customer (VOC) process that includes: ●Gathering and documenting information ■Whether through formal or informal methods ●Verifying data ●Enter data into the Enterprise Excellence System (EES) ❏ MFC also initiates and participates in Kaizen events with customers ❏ Monitors customers’ comments on social media ●Facebook, Twitter, Youtube, and Flickr ❏ Listens to comments from former customers, potential customers, and customers of the competitor Cam Mobley, Josh Crawford, Mike Rainwater Quality Engineering Spring 2016

3.1b Determination of Customer Satisfaction and Engagement ❏ Missiles and Fire Control determined the following elements to measure customer satisfaction. Examples of the elements are: Performance, reliability, cost, schedule Responses on annual Contractor Performance Assessment Report (CPAR) Duration of the Product Life Cycle ❏ Credit to strong working relationships with customers to resolve issues earlier ❏ Improvement in product reliability, affordability and schedule reduced customer dissatisfaction When dissatisfaction is noted, MFC looks for the Root Cause as soon as possible Cam Mobley, Josh Crawford, Mike Rainwater Quality Engineering Spring 2016

3.2a Product Offerings and Customer Support ❏ MFC create products through the gathering of information and identification of needs ❏ Customers of the company are often able to ask questions about a product at any time ❏ During the Strategic Planning and Execution System (SPES), analysis and evaluation of gathered information leads to the creation of customer segments ❏ The information is gathered on either a weekly or monthly basis, with evaluation done on a pre-determined basis for MFC Cam Mobley, Josh Crawford, Mike Rainwater Quality Engineering Spring 2016

3.2b Building Customer Relationships ❏ Missiles and Fire Control carefully manages and nurtures relationships to: ●Acquire customers and build market share ●Retain customers, meet their requirements and exceed their expectations ●Increase their engagement ❏ MFC utilizes a seven (7) step method to handle complaints in their Complaint Management Process ❏ MFC encourages the customer’s involvement in solving the problem or concern Cam Mobley, Josh Crawford, Mike Rainwater Quality Engineering Spring 2016