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1、2003美国波奖得主（波音公司服务支持部）自评报告P.1b(2)Ourcustomersareprimarilygovernmententitiesresponsibleforthesupportofmilitaryaircraftworldwide.Weuseatieredapproachtoidentifyourcustomergroups.TheTier1customersaredividedintotwoprimarygroups,USandinternational.Customersaref
2、urthergroupedinTier2basedontheUSorinternationalgovernmentagency/branchofmilitaryservice,orcommercialcustomer.InTier3,wefurthersegmentTier2groupsbasedontherolefulfilledinconductingbusinesswithus.ASmarketsegmentsaresynonymouswiththeASbusinessunitsasreprese
3、ntedbythe‘ring’aroundourcustomersegmentationcube(FigureP.1-4).GP40023004.aiFigureP.1-4.CustomerSegmentationFivekeycustomerrequirementsarecommonacrossASbusinesssegmentsatTier1and2:quality,schedule,cost,availability,andcapability.Priorityoftheserequirement
4、smayvarydependingonthespecificcustomerorprogram.AtTier3,thekeycustomerrequirementsvarybycustomergroup.Webalancethesefiverequirementsforbest-valuecustomersolutions.WithintheIntegratedBusinessAcquisitionProcess(IBAP),(Figure3.1-1)ourBusinessDevelopmentfunc
5、tiondevotessignificantresourcestounderstandingcustomerexpectationsbeyondthewrittenrequirements.Ourunderstandingoftheseexpectationsiscontinuallyrevisitedandrefined.P.1b(3)SuppliersparticipateinourvaluecreationprocessesaspartofourexecutionoftheProcessManag
6、ementmethodology(Figure6.1-1).Further,process5.0,ManageSuppliers,enablesintegrationofourextensiveframeworkofexternalsuppliersintoourenterprise.ThemostimportantsupplychainrequirementsforallASsuppliersare:TechnicalPerformance(includingReliabilityandSystemA
7、vailability),Quality,On-TimeDelivery,Affordability,andCycle-time(ContractAwardtoProductDelivery).Clarityandcommunicationisakeyenablertoachievingtheserequirements.Thisisachievedbyestablishingcloseworkingrelationships.Communicationisalsoenhancedthroughmult
8、iplemethodssuchasparticipationinsupplierconferencesandcouncilsandsharingsomedatabases.OursupplybaseismanagedthroughdefinedprocessesandproceduresdocumentedasPolicies(POLs),Procedures(PROs),Wemustoftenlookoutsideourindustryt
