Case Study: BAE Systems Uses Customer Satisfaction Metrics To Focus On Business Value

Charles Newhouse, head of strategy and design in the enterprise IT services group at BAE Systems in the UK, felt that IT's traditional quarterly operational reports were not serving IT or the business customers well. By elevating and promoting "customer satisfaction" as the key metric for internal and customer communications, Newhouse shifted the focus from internal performance to external perception. He also created a framework that allows IT to focus its efforts on the tasks and areas that matter the most — simultaneously reducing cost and improving the services that make a difference to the business.