When an organisation’s primary purpose is not profit, how does it ultimately define if it has been commercially successful? What is the guiding compass that defines priority of action? The answer is derived by measuring the “value” it has created for its stakeholders / customers and as a result Customer Focus is an imperative. Tailoring the business, its processes and even the work of each individual to align with customer driven and defined value is today the key imperative regardless of whether your customer is an internal or external one. So do you know who your stakeholders and customers are? Do you precisely understand what they value from you? Do you understand each of the ways they come into contact with your service and have you planned for this interaction? Can you trace each step you take in your role to something that will ultimately deliver value to your customers, to your stakeholders?