Proactively solicit customer needs and expectations.

Confirm that we have understood those expectations.

Develop, package, deliver and support our products to meet those expectations.

Measure the degree to which our customers’ product and outcome expectations are achieved.

Never blame the user when he or she cannot make a product or process work; provide understanding, then help. Assume they have done their best.

Aggressively seek to close any gap between what our customers expect and what they experience.