Purpose: The purpose of this research is to assess and determine whether a system implemented for customers is in accordance with needs. This requires a comprehensive and integrated performance evaluation related to Customer Focus using malcolm balance criteria for performance excellence (MBCfPE). Method: This research was conducted in PLN West Java using qualitative and quantitative methods. Data and information related to conditions in the company were obtained through interviews, document reviews, and employee surveys. Results: PLN West Java implemented the MBCfPE Customer Focused criteria effectively. The customer service process refers to the criteria required by MBCfPE so that it can support the achievement of excellent customer satisfaction performance results. Based on these results, there are several recommendations for improvement that PLN West Java should carry out to improve the customer service process so that it can improve customer satisfaction performance, support business continuity, and increase competitiveness. Limitations: This research only focuses on the management of PLN West Java's Customer Focus, which is reflected in the customer focus criteria categories and customer focus results based on MBCfPE. This study does not evaluate other criteria categories in MBCfPE, namely leadership, strategic planning, measurement analysis and knowledge management, workforce, operations, and results (except customer focus results criteria). Contributions: This research contributes to the performance management literature by showing how the Malcolm Baldrige Criteria for Performance Excellence (MBCfPE) can be implemented effectively in companies or organizations to ensure excellent performance.