• Researching and understanding customer needs and expectations.
调查研究和理解客户的需求和期望。
• Ensuring that the objectives of the organization are linked to customer needs and expectations.
确保把组织目标和客户需求和期望连接起来。
• Communicating customer needs and expectations throughout the organization.
在组织内部全面沟通客户需求和期望。
• Measuring customer satisfaction and acting on the results.
测量客户满意度，并针对结果采取行动。
• Systematically managing customer relationships.
系统的管理客户关系。
• Ensuring a balanced approach between satisfying customers and other interested parties (such as owners, employees, suppliers, financiers, local communities and society as a whole).
Leaders establish unity of purpose and direction of the organization. They should create and maintain the internal environment in which people can become fully involved in achieving the organization's objectives.
领导为组织建立统一的目的和方向。领导应该创造和维持一个能让员工充分地参与组织目标实现的内部环境。
Key benefits:关键好处：
• People will understand and be motivated towards the organization's goals and objectives.
将会让员工理解组织目的和目标，并激励他们向这个方面努力。
• Activities are evaluated, aligned and implemented in a unified way.
将以统一的方式评估、合作和实施各项活动。
• Miscommunication between levels of an organization will be minimized.
将会降低组织各层级之间的沟通误解。
Applying the principle of leadership typically leads to:
应用领导作用原则通常需要：
• Considering the needs of all interested parties including customers, owners, employees, suppliers, financiers, local communities and society as a whole.
整体考虑各利益团体的需求，包括客户、组织所有者、员工、供应商、金融机构、当地社团、社会。
• Establishing a clear vision of the organization's future.
为组织未来建立一个清晰的愿景。
• Setting challenging goals and targets.
设置有挑战性的目的和目标。
• Creating and sustaining shared values, fairness and ethical role models at all levels of the organization.
在组织各层级建立和维护共同的价值观、公平正直和道德模型。
• Establishing trust and eliminating fear.
建立信任，消除恐惧。
• Providing people with the required resources, training and freedom to act with responsibility and accountability.
为员工提供所需资源、培训和自主以开展相关的职责和义务。
• Inspiring, encouraging and recognizing people's contributions.
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