Achieving 100 percent quality the first time!
The Customer Is Always Dwight makes the point that it is the responsibility of managers to act as process 'owners', maintaining the links with all the people in the process chain.
Of course, there are less ideal ways to approach quality. Dwight uses two examples. One, where the process management approach is needlessly complicated to make his point. Dwight concludes that quality is not confined to products and services, it's the way that organizations work.
Key Learning Points
- Identify internal and external customers
- Find out their needs
- Deliver 100 percent quality down the line
- The process should be as good as the product or service
Program Contents
- VHS or DVD
- Leader’s Guide
Length: 21 minutes
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