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3 Customer focus (85 pts)

The customer focus category examines how your organization engages its student and stakeholders
for long-term market success. This engagement strategy includes how your organization builds a
student- and stakeholder-focused culture. Also examined is how your organization listens to the
voice of its customer (your student and stakeholders) and uses this information to improve and
identify opportunities for innovation.

3.1 customer engagement: how do you engage students and stakeholders to serve their needs and
build relationships?

Describe how your organization determines educational programs, offerings, and services to support
their use by students and stakeholders. Describe also how your organization builds a student- and
stakeholder-focused culture.

Within your response, include answers to the following questions:

a. educational programs, offerings, and services and student and stakeholder support
1. how do you identify and innovate educational programs, offerings, and services to meet
the requirements and exceed the expectations of your students, stakeholder, and
market segment (identified in your organizational profile)? How do you identify and
innovate educational programs, offerings, and services to attract new students and
stakeholders and provide opportunities for expanding relationships with existing student
and stakeholders, as appropriate?
2. How do you determine your key mechanisms to support use of your educational
programs, offerings, and services and enable students and stakeholder to seek
information and otherwise utilize your educational programs, offerings, and services?
What are your key means of student and stakeholder support, including your key
communication mechanisms? How do they vary for different students, stakeholders, or
market segments? How do you determine your students and stakeholders key support
requirements? How do you ensure that student and stakeholder support requirement
are deployed to all people and processes involved in student and stakeholder support?
3. How do you keep your approaches for identifying and innovating educational programs,
offerings, and services and for providing student and stakeholder support current with
your organization’s needs and directions?
b. Building a student and stakeholder culture
1. How do you create an organization culture that ensures a consistently positive student
and stakeholder experience and contributes to customer engagement? How do your
workforce performance management system and your workforce and leader
development systems reinforce this culture?
2. How do you build and manage relationship with students and stakeholders to
 Acquire new students and stakeholder
 Meet their requirements and exceed their expectations at each stage of their
relationship with you; and
 Increase their engagement with you?
3. How do you keep your approaches for creating a student- and stakeholder- focused
culture and building student and stakeholder relationships current with organizational
needs and directions?