Customer is always dwight, The

The aim
An introduction to process management.


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

In order to achieve 100 per cent 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 per cent commitment from everyone in an organisation; but effort is repayed both by improved productivity and 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 per cent 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.


The key outcomes
-Transforms the way you see your organisation
-Re-energises each staff member to maximise their output in terms of quality


Programme includes:
DVD (21 mins)
Combined booklet and guide


Information:
A Video Arts production in association with NCR, featuring Andrew Sachs and Kevin Whately.