THE CUSTOMER IS ALWAYS DWIGHT

Achieving 100 percent quality The first time, every time requires everyone in The process treating The next person in The line as an internal customer. Discover Process Management, The approach explored by Dwight in this vital program — you’ll learn that quality at work leads to a quality product!

• Aim for 100% quality
• Look at processes and improve The way They work
• Identify internal and external customers

The video 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.

Features and applications

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.

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