Top management shall demonstrate leadership and commitment with respect to customer focus by ensuring that:
a. customer and applicable statutory and regulatory requirements are determined, understood, and consistently met;
b. the risks and opportunities that can affect conformity of products and services and the ability to enhance customer satisfaction are determined and addressed;
c. the focus on enhancing customer satisfaction is maintained;
d. product and service conformity and on-time delivery performance are measured and appropriate action is taken if planned results are not, or will not be, achieved.