10.5.2 Customer Focus
In a learning organisation, quality begins and ends with customers (internal as well as external). Gone are the days when organisations and customers were treated as two different entities. The marketplace has become very competitive, and it is no longer possible to run a business without a very strong focus on the customer.
Who Is a “Customer”
The Webster Dictionary defines a customer as “one that purchases a commodity or service.” This definition talks of an interface between the seller and the customer who are two different entities. Here customers are beyond the bounds of an organisation.
By the TQM perspective, a customer is anyone (organisation) who receives and uses what an organisation or individual provides. This ...
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