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The Customer Is Always Dwight

Achieving 100% quality first time

The Customer Is Always Dwight

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Every organisation has processes; a series of operations changing one thing (a product or service) into another.

In order to achieve 100% quality every time, everyone in the process needs to treat the next person in the line as an internal customer. They should then discover their internal customer’s requirements – and how to meet them. This is ‘process management’, the approach explored by Dwight (played by Andrew Sachs). It demands 100% commitment from everyone in an organisation, and effort is repaid both by improved productivity as well as job satisfaction. It should be the responsibility of managers to act as process owners, maintaining vital links with all the people in the process chain.

Of course, there are less ideal ways to approach quality. Dwight uses different examples – one, where the process management approach is needlessly complicated – to make his point. He concludes that quality should not just be confined to products and services, but should be the way that organisations work.

This engaging programme offers a new approach to delivering 100% quality down-the-line, and will help all organisations identify the needs of their internal and external customers, making the process as good as the product or service.

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Mark Helen Baxendale
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