𝔖 Bobbio Scriptorium
✦   LIBER   ✦

Striving for quality: The key role of internal and external customers

✍ Scribed by Bryan A. Lukas; Isabelle Maignan

Publisher
Springer
Year
1996
Weight
995 KB
Volume
1
Category
Article
ISSN
1382-3019

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✦ Synopsis

This research suggests that the concept of customer orientation is at the core of a successful quality program. Based both on a series of interviews conducted at. a Baldridge Award winning company and on past literature support, it is shown that in addition to an external customer orientation, an internal customer orientation plays a strategic role in the achievement of high quality standards throughout the organization. Several recommendations arc proposed to foster the development of an internal customer orientation-a concept which has been largely neglected in the quality management literature.

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