Becoming partners with internal customers

Article Abstract:

GTE Supply's quality improvement program uses internal customer surveys to reduce costs at its 200 warehouses in the US and also to make itself more responsive to internal customer needs. The survey results prove extremely useful in identifying the customer's needs/opinions, especially in a geographically dispersed environment. The survey uses a five-point scale to assess the responses on local/global perspective questions related to the organization's performance. Analysis of the systematically gathered quantitative/qualitative data provides a framework for remedial action.

Quality control, Observations, Customer satisfaction

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Are students the true customers of higher education?

Article Abstract:

Determining the right customer focus is essential for improving the quality of higher education. A similarity exists between a manufacturing organization and the flow of students through colleges and universities. Students are the raw materials during their admission to a school, but they become the internal customers for campus facilities. They are also the laborers of the learning process and internal customers for delivery of course material. This involvement of students in the education process makes higher education different from other service industries.

Social aspects, Education, Students, Consumers

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What should higher education be teaching about quality?

Article Abstract:

A survey based on the 1992 Total Quality Forum report concludes that the development of a positive attitude and the ability to function effectively within a total quality management (TQM) environment are the routes to success. Baldrige National Quality award winning companies were queried regarding the content and instructional method of their TQM programs. The objective was to gain insight into basic quality-related needs of business and industry and suggest ways in which higher education could best meet those requirements.

Surveys, Total quality management

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