1. Use quality improvement tools and practices for continuous improvement to achieve the organizational change and transformation. (2.2)
2. Implement quality improvement efforts using teams for organizational assessment and quality audits. (3.1)

Instructions to search the article:

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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:

1. In your own words, summarize the article. ( 150 200 words ) ( 2 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 ) ( 2 marks )
3. Discuss the tools needed to operate within the new environment as indicated by the author. ( 100 150 words ) ( 1 mark )

Answers:

2. ....

150 to 200 words

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