CUSTOMER IS ALWAYS DWIGHT-

The video makes the point that it is the responsibility of managers to act as process 'owners', maintaining the links with all the people in the process chain. Of course, there are less ideal ways to approach quality. Dwight uses two examples. One, where the process management approach is needlessly complicated to make his point. Dwight concludes that quality is not confined to products and services, it's the way that organizations work.

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