Learning Outcomes:

Use quality improvement tools and practices for continuous improvement to achieve the organizational change and transformation. (2.2)

Implement quality improvement efforts using teams for organizational assessment and quality audits. (3.1)

Instructions to search the article:

Via your student services page, log in to the Saudi Digital Library. After your login with your student ID, search for the following article:

CUSTOMER-FOCUSED ENVIRONMENT: ORGANIZATIONS MUST EXTEND THEIR DEFINITION OF CUSTOMERS.

ISSN: 03609936

In this article, the author discusses the different definition of customers either internal or external and how satisfying all customers’ needs helps the organization in term of accomplishing its quality objectives. Read the article, and answer the following questions:

Assignment Question(s):

In your own words, summarize the article. ( 150 – 200 words ) ( 5 marks )

To which extent do you agree or disagree with the author point of view “that internal customers’ needs are important as externals to create a true quality environment” and Why? ( 150 – 200 words ) ( 5 marks )

Discuss the tools needed to operate within the new environment as indicated by the author. ( 150 – 200 words) ( 5 mark )