TABLE OF CONTENTS The reputation enjoyed by any organization is built by quality, reliability, delivery and price, with quality perhaps the most important of these competitive weapons. Organizations delight the customer by consistently meeting customer requirements, and achieve a reputation for excellence .
In all organizations there exists a series of internal suppliers and customers. These form the so-called quality chains , the core of a total quality approach and organizational excellence.
Everything we do is a process, which is the transformation of a set of inputs into the desired outputs, and in every organization there are some core processes, which must be performed especially well if the vision and mission are to be achieved.
For example, the marketing processes establish the true requirements for the product or service and these must be communicated properly throughout the organization.
The involvement of all the people in an organization is a requirement of total organizational excellence, which means everyone working together at every interface to achieve excellence.
It does not matter which type of organization you work in a hospital, a university, a bank, an insurance company, local government, an airline, a factory competition is rife, competition for customers, for students, for patients, for resources, for funds. There are very few people around, in most types of organization, who remain to be convinced that quality is the most important of the competitive weapons. If you doubt that, just look at the way some organizations, even whole industries in certain countries,...
