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< previous page page_140 next page > Page 140 customers and suppliers, and to all work related activities in the organisation. With regard to customers the aim will be to learn customers' needs much more accurately and to provide them with the best possible service. The managing director has become convinced that "excellent" companies are also highly innovative, and the aim is to innovate in co-operation with customers, developing an "enhancing" relationship with them. Suppliers are expected to contribute to quality by supplying ''zero defect" products and materials. In terms of internal activity, it is essential that quality requirements be made clear and specific and that they be communicated effectively. Agreed quality output requirements from each process are to be used to establish a "prevention" approach to quality. The aim is to "get things right first time" in order that there are "zero defects" and so no avoidable deviations from output
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requirements. If there is a deviation this must be
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This note was uploaded on 04/21/2011 for the course MGT 03 taught by Professor Kasra during the Spring '11 term at Tanta University.

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