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HBOK 1-497

Title Classroom Lessons Learned
Author(s) Maurice Ghysels
Source Quality Progress
Topic Listening to Customers

Qualities of Customer-Focused Organizations

Performance Improvement

Abstract The experience of the Mountain View Whisman School District (MVWSD) in California offers lessons borrowed from industry about achieving continuous improvement in the corporate environment, including listening to customers and involving stakeholders in the solution. Leaders who truly want to know what it takes to satisfy customers and aim to optimize individuals’ natural talents were critical to the continuous improvement effort, as was the power of a functional team. Encouraging risk taking, focusing on the customer, using feedback to overcome obstacles, and not assuming that any solution is the right solution were critical to achieving the school district’s goals. A sidebar article provides additional information about MVWSD.
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