l Customers è The individuals to whom the products, services, or outputs are delivered. (Customers are best identified as people, not organizations. Organizations cannot be interviewed and questioned as to their requirements or expectations. If it is not possible to identify a customer for an output, you may be producing scrap.) l Outputs è The goods or services produced by a process that are provided to the customer. When customers use these outputs, they create outcomes for the customer. l Transform è The tasks, activities, and procedures inside of the process add value to the inputs by transforming them into value-added outputs for customers.