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HBOK 1-272

Title A Message for Everyone
Author(s) Teresa A. Whitacre
Source Quality Progress
Topic Listening to Customers

Qualities of Customer-Focused Organizations

Abstract Here’s how to get everyone in your organization to see why quality is part of his or her job. Regardless of what industry an organization serves, there is one common element—the customer. Everyone in the organization, from hourly employee to senior executives, should know the customers and what they consider important. By placing oneself in the customer’s position, it can be seen that anything can happen when quality thoughts and attitudes are not part of all work. Attitude is definitely important when it comes to doing a quality job, and the wrong attitude can lead to a host of problems. Quality is everyone’s job.
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Reference Code 1-272

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