chapter  11
16 Pages

The Full Chain of Quality: Supplier—Organization—Customer

I. OVERVIEW Figure 11.1 shows the relationship of Supplier-Organization-Customer. The figure shows that quality is a function of the total interaction between the three. This interaction is based on continuous actions that result in products and/or services that satisfy customer perceptions and conform to customer requirements using the principles of total quality. That is:

• customer satisfaction • constant improvement through feedback • do it right the first time • teamwork • open communication

In essence then, this collaboration of actions make up a system of processes and resources that works together to meet a specific objective.