Customer focus, critical success factors, and strategic planning. Identify an organization that delivers a product or service. 1. Give an example of 3 customer expectations for the organization's product or service. 2. Identify 3 critical success factors (CSFs) for this organization. 3. Explain how the organization's strategic plan should incorporate those CSFs into goals for the organization and the next steps they should take to achieve those CSFs. 4. Explain how benchmarking plays a role in driving improvement efforts. 5. Explain why organizations should utilize defined projects vs continuous improvement efforts to close gaps