Assignment Question(s):
1. In your own words, summarize the article. ( 150 – 200 words ) ( 5 marks )
2. To which extent do you agree or disagree with the author point of view “that internal customers’ needs are important as externals to create a true quality environment” and Why? ( 150 – 200 words ) ( 5 marks )
3. Discuss the tools needed to operate within the new environment as indicated by the author. ( 100 – 150 words ) ( 5 mark )
Via your student services page, log in to the Saudi Digital Library. After your login with your student ID, search for the following article:
CUSTOMER-FOCUSED ENVIRONMENT: ORGANIZATIONS MUST EXTEND THEIR DEFINITION OF CUSTOMERS.
ISSN: 03609936
In this article, the author discusses the different definition of customers either internal or external and how satisfying all customers’ needs helps the organization in term of accomplishing its quality objectives. Read the article, and answer the following questions:
Quality Management (MGT 424)
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Question 1: SUMMARY
A true quality environment is driven by a focus on the customer, in both external and internal contexts. This customer-focused approach should be recognized by everyone in an organization, including management, as essential for survival. Quality means satisfying customers’ needs and expectations, and should be the goal of all work and improvement efforts. This customer focus has the potential to transform an organization from one of departmental boundaries and barriers into one of complementing rather than competing activities. This requires a new generation of management, which should create a culture of collaboration, teamwork and continual improvement. The purpose of this culture is to better serve the customer, while still recognizing the importance of other organizational goals such as profitability, quality and productivity. Ultimately, this customer-centric approach provides organizations with direction and purpose, and is the key to success.Remember you can always order homework help at Hireprofessor.com