FOR THE VOUGHT AIRCRAFT COMPANY, PRODUCING QUALITY PRODUCTS AND SERVICES MEANS SATISFYING OUR CUSTOMERS' REQUIREMENTS. OUR APPROACH TO TOTAL QUALITY MANAGEMENT, TEAMWORK FOR EXCELLENCE, PLACES TOTAL FOCUS ON OUR CUSTOMERS--BOTH INTERNAL AND EXTERNAL. WE BELIEVE THAT EXTERNAL CUSTOMER SATISFACTION RESULTS FROM A CHAIN OF SATISFIED INTERNAL CUSTOMERS. EACH LINK IN THIS CHAIN IS STRENGTHENED THROUGH COMPREHENSIVE TRAINING IN A METHODOLOGY THAT WILL ENSURE POSITIVE INTERNAL CUSTOMER/SUPPLIER RELATIONSHIPS. THIS PAPER DISCUSSES THE STAGES OF AWARENESS AND INVOLVEMENT THAT THE TEAMS PASS THROUGH DURING THEIR TRAINING AND DESCRIBES THE SPECIFIC TOOLS THAT THEY USE TO ENSURE CUSTOMER SATISFACTION.
| Number of Pages : | 9 |
| Published : | 06/01/1992 |
