Appeal No. 2004-1224
Application No. 09/532,379
APPENDIX
1. A method for efficiently and accurately measuring the
progress of achieving optimal motor vehicle characteristics that
are important to customer satisfaction, the method comprising:
gathering internal organizational data;
gathering external organizational data;
matching the internal organizational data with the external
organizational data to create a first list of characteristics,
wherein the first list of characteristics comprises
characteristics gathered from the internal and external
organizational data that are valued by customers according to an
organizational point of view;
performing a plurality of tests to determine test
characteristics, wherein the test characteristics are determined
from vehicles having a best-in-class rating such that the best-
in-class ratings indicate the test characteristics that are
valued by customers according to one or more publications;
matching the test characteristics with the first list of
characteristics to create a second list of characteristics,
wherein the second list of characteristics comprises the
characteristics of the first list that correspond with the test
characteristics such that the characteristics in the second list
are valued by customers according to the organizational point of
view and according to one or more publications;
defining a stop designation for each characteristic of the
second list, the stop designation including a range of values
which define performance levels which require repair;
defining a caution designation for each characteristic of
the second list by establishing a range of values, the caution
designation including a range of values which define performance
levels which may be improved;
defining a go designation for each characteristic of the
second list, the go designation including a range of values which
define performance levels are acceptable;
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