This section examines how well the company responds to its customers’ needs, how well it implements its Strategic Plan, how well it reduces costs and non-value added activities, and how well the company executes its sales & marketing functions.

Key areas are:

Responsiveness—determining how well the Company responds to its customers needs

Implementation of Planning and Goals— assessing how well the Company implements the plans and goals it has set

Continuous Improvement— determining the effectiveness of the Company's programs to reduce costs and drive non value-added activities out of the Company

Sales and Marketing— determining the effectiveness of the Company’s execution of its sales and marketing plan