The Customer Is Always Dwight
Video & Leader's Guide
(Program length: 21 minutes)
The Customer is Always Dwight Good quality management improves products and services and raises morale by encouraging every employee to feel pride in a job well done. This entertaining video illustrates two companies that pride themselves with excellent after-sales service and maintenance. The problem is their products often need maintenance because of poor quality. This video teaches that every department or process, from sales to shipping, is directly responsible for product quality. With entertaining drama, it makes a convincing case for treating each department as an internal customer and provides tips on streamlining processes for maximum efficiency. Achieving 100 percent quality the first time, every time requires everyone in the process treating the next person in the line as an internal customer. Discover Process Management, the approach explored by Dwight in this vital program — you’ll learn that quality at work leads to a quality product!
Key Learning Points
- Aim for 100% quality
- Look at processes and improve the way they work
- Identify internal and external customers
- Find out what their needs are and deliver!