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EDUCATING MANAGERS ABOUT QUALITY THROUGH CUSTOMER-SUPPLIER UNDERSTANDING
Citation:
Patterson, R. AND G. Johnson. EDUCATING MANAGERS ABOUT QUALITY THROUGH CUSTOMER-SUPPLIER UNDERSTANDING. U.S. Environmental Protection Agency, Washington, D.C., EPA/600/A-92/175 (NTIS PB92217116).
Description:
The successful implementation of a Quality System depends largely on the commitment to Quality by managers and their participation in the quality management process. oday, an accepted definition of quality is largely based on the concept of customer and supplier partnerships in all activities and includes meeting the needs and expectations of the customer as the measure of success. he supplier's clear understanding of the customer's needs and expectations is essential to defining necessary performance measures to ensure customer satisfaction. he roles of the customer and supplier may not always be obvious. requently, managers function both as customer and supplier. Understanding customer and supplier responsibilities help managers appreciate the role of quality in relation to the planning, implementation, and assessment of technical programs. his paper demonstrates how customer-supplier understanding may be used to train managers in applying the Quality System to their technical programs.