Customer Focus and Quality Organization...

Customer Focus and Quality Organization Quality organizations are those which recognize the importance of the customers. In these organizations quality normally begins and ends with customers. In these organizations all employees are one another’s customers and suppliers, who are linked in a chain that extend from within the organization to the external supplier and the external customer (Fig 1). Fig 1 Customer Supplier chain In an organization only a small percentage of employees are in direct contact with the external suppliers and external customers. However all the employees depend on the other employees to do their jobs. Hence every employee is a supplier to the employee who depends on him for the input and is a customer to the employee who supplies him with his output. In this way all the employees depend on other employees for the products or services they need to do their jobs. This simple customer supplier chain structure support various work processes in the organization and represents natural flow of work across functions and between employees within the organization. In fact, work of an employee can be seen as a process in which as a customer he receives inputs (e.g. machine parts, data etc.) from his supplier employee, add value (e.g. assembly, data processing etc.) to the inputs and then pass output (e.g. assembled part, processed data etc.) to his customer employee. Hence the prime concern of each employee should be the meeting of the requirements of his immediate customer. Alignment There should not be any conflict of interest between company’s interest and the customer’s interest. The alignment between the internal customer and the internal supplier is the matching of the capabilities of the supplier with the needs of the customer. In a quality organization, customers and suppliers work...