Employee Satisfaction and Customer Satisfaction

Customer Satisfaction:
Quality is customer satisfaction and that quality is whatever the customer says or perceives it to be. Companies expects their employees to do their best to make sure that customer is happy and satisfied.
Employee Satisfaction:
Excellence in customer satisfaction is achieved by motivated employees. There is a direct link between customer satisfaction and employee satisfaction. Satisfied employees are more innovative, loyal and productive which significantly affects their customer service.

Malcolm Baldrige National Quality Award (MBNQA) gives equal importance to these two catagories. This award has the following seven categories:
1. leadership
2. strategic planning
3. customer focus
4. measurement, analysis, and knowledge management
5. workforce focus
6. operations focus
7. results
Categories 3 (customer focus) and 5 (workforce focus) have equal weightage in the award criteria.