4. Customer orientation  
Benefit Which benefit do you offer to your customers?
 Who are your external customers?
Customer data base Do you have a customer database, which gives you information who has made contact when in which matter with whom?
No? What if employees/managers leave your company and take their internal  knowledge with them.
External customers Do you know what your customer wants?
How do you find out what your customer wants?
When did you last ask him?
Do your customers receive adequate on-the-spot support from your employees?
Internal customer - employees How satisfied are your employees with you, e.g. concerning  team spirit, motivation, arbitrariness and transparency?

When did you asked them the last time?