In the lean Six Sigma framework, we normally define what is called the critical-to-quality (CTQ) characteristics. A CTQ characteristic is any feature or product that is important to the customer. However, in the FUSE framework, which stands for formulate, understand, synthesize, and execute, we are focused on finding the right guanxi, a Chinese value for the right relationship.

I believe that all relationships in the enterprise are on the critical path to maximizing an organization’s performance. Think about what happens if we only look at what is important to the customer and ignore what is important to our leaders and employees. An organization that does this may have a difficult time delivering maximum value to its customers because employees don’t feel valued, and as a result, they don’t perform at 100 percent of their potential.

Similarly, what happens if we don’t take into consideration the requirements of our partners or suppliers? We may find it a challenge to deliver great value to clients because the supply chain isn’t optimized.

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