The Lucas Customer Satisfaction Model 10 (LCSM10)

The Lucas Customer Satisfaction Model 10 (LCSM10), built from Lucas (2018), is the foundational framework for every consulting engagement, developed through doctoral research on organizational clarity, alignment, and impact. This model is based on the conviction that organizational effectiveness begins with clearly defined value statements, which serve as the foundation for vision, mission, and policy development. When values are clearly established and aligned with organizational purpose, every decision, message, and strategy gains direction, meaning, and integrity.

Research from Lucas (2018) demonstrates that clarity and customer focus are measurable contributors to organizational health. Statistical testing confirmed a significant correlation between customer-focused mission statements and satisfaction, rₛ(82) = .390, p < 0.01, and similarly between customer-focused vision statements and satisfaction, rₛ(82) = .344, p < 0.05. In practical terms, when organizations write mission and vision statements with people in mind, satisfaction improves by nearly 39%.

The LCSM10 integrates these findings into a practical and biblical process that aligns value statements with organizational culture, behavior, and strategy. This framework ensures that values are not merely inspirational—but operational. It helps churches, businesses, and nonprofits build statements that reflect identity, instill trust, and support long-term growth and sustainability. By establishing values first, organizations gain the clarity needed to write vision, mission, and policies that are not only meaningful—but measurable and lived out.

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