63. Inspires people to achieve high levels of customer satisfaction 64. Views business processes from the ultimate customer perspective (has an “end to end” perspective) 65. Regularly solicits input from customers 66. Consistently delivers on commitments to customers 67. Understands the competitive options available to her/his customers Maintaining a Competitive Advantage 68. Communicates a positive, “can do” sense of urgency toward getting the job done 69. Holds people accountable for their results 70. Successfully eliminates waste and unneeded cost
