Statement: quality management is above all about meeting what customers require and trying to do better than they expect. Rationale: an organisation succeeds over the long run when it earns and holds the trust of its customers and of other relevant parties; each point of contact with a customer is a chance to add value, and knowing what customers and others need now and will need later helps the organisation last. Likely benefits: more value and satisfaction for customers, stronger loyalty, more repeat business, a better reputation, a broader customer base, and higher revenue and market share. Suggested actions: treat as customers all those, direct or indirect, who receive value from the organisation; learn what they need and expect now and in future; tie the organisation's objectives to those needs; make them known across the organisation; shape the planning, design, development, production, delivery and support of products and services around them; measure and watch customer satisfaction and respond; find out, and act on, the needs and reasonable expectations of other relevant parties where these can affect customer satisfaction; and manage customer relationships actively for lasting success.
The graph holds this control, the 0 it maps to, and the evidence behind each claim, over MCP and REST.