In Section 1 we spoke of a Quality Approach
to Management. We defined quality as the
process of identifying and meeting the needs
of the customer and then continually
improving to meet those needs in the future.
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In this section we are going to concentrate on
this concept and reinforce the message that a
quality organization is one that is customer
focused and aware that the needs of
customers are always changing. Organizations
who do not respond to the changing needs of
customers are effectively “standing still”
and they will be caught, overtaken and left
behind by their competitors.
Not to improve is fatal. Organizations who
fail to respond to changes in the marketplace
become stuck in a rut of product-focused
production with an ever-shrinking market and
the only difference between a rut and a grave
is the depth.
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