mb,
I think that customer satisfaction/disatisfaction are probably the easiest to complete.
Scrap rates
PRR's
Complaints
Phone logs
Increased sales
ROI
Repeat business
Sales
Customer reports
Cost reductions
Submitted process improvements that are accepted
Audit the customer
Customer audit results
Customer sales improvements
Internal personnel turn over rates
ETC........
The main thing is to decide which ones you need to use for your particular business structure as reported through Management Review.
Plan ahead and decide what fits, communicate with the customer and hopefull come to an agreement, and don't count on Big 3 satisfaction reports.
Boy, sounds like process and key measurables (QOS) from Ford.
Marc, should this be in the new Ford forum?