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Show 10 H lop T.mes Dec. 13 COMMENTS 1991 Quality: clothings right; do right things ICBM Usually, a "customer" is defined as a person who buys products and services. But in any large organization, each person is both a customer and a supplier. This is because nearly every process performed interacts with some other process inside and outside the organiza- toe by Bill Product D.rectorate rlota quality is more than II doing things right it is Li aso doing the right things. Take a minute and ponder what's being said here. This sentence is more than just a clever play on words, and it's not just another slogan. In these times of tion. In this light then, the term customer takes on a broader meaning. It includes those individuals or groups who receive your work, then perform the tasks they are required to do and pass it along until the final end-iteis ready to be delivered to the ultimate user. In the Air Force context, your customer is the people who get your products and services next. Identifying the customer is just the first step in meeting customer requirements. The next step is to clearly understand what the customer wants and requires. shrinking budgets and diminishing manpower, we have to learn to do things better; total quality management is a tool for doing the right things. One of the primary TQM goals is meeting customer requirements. Employee surveys show that most people automatically identify some external user such as the Strategic Air Command or Tactical Air Command as their customer. And, while these organizations are the primary users of our products and services, most of the things we do are for another process down the hall, across the bay or even at the next desk. So, before we can know whether we are meeting customers" requirements, we need to identify who our customers are and clearly understand what their requirements are. START CIO YOU customers and suppliers. One of the best techniques to use is a flow diagram. Done properly, a flow chart provides a picture of each step in a process ( DARN THING VV0RK? YE3 N y YE8 Roy (Next to Harmon's) 773-655- DOES ANYONE YOU TURKEY 1 KNOW?, NO DON'T MES3 WITH IT! hrou N0 - poor soul SZKH YOlNv FIX IT? 0too dad and helps to visualize the inputs and outputs from each of the processing steps. In this case, one picture really is worth a thousand words. Since the Air Force is such a large and complex organization, flow diagrams are probably the most valuable tool for everyone, at every level, to understand how their job meshes with the JJ UuraLr 5392 S. 1900 W. i WITH IT? m TQM has some simple techniques to use in determining how each function interacts with MEBSS C STp big picture. Then, to find out if you are meeting customer requirements, call on your customers in person. Find out what they want, what they need and what they're getting. If you have already done all this, chances are you are meeting your customers' ll H Ql) U 8 HOLIDAYthe SALE Values Some of STOREWIDE SAVINGS ?7 - nTim .- ) T VM PEARL yvl n iva EARRINGSMf mm mm mm- REPAIR Reg. $7.00 Each Jp Expires 13192 Lewis Custom Jewelers COUPON PRONG RETIPPING Reg. $7.00 Each m m mmn 'COUPON COUPON SPECIAL AIM PU ui inn EN bj - 99 Smaller: i i i i V RINGS PRNg I fei .mr CTR 999SJ I EARRINGS You'll Find: Great Larger: Expires 13192 SIZING 4" $6" (First Size L'jer-E- c" -RING SPECIAL- Prices Good Through Reg. $9.50 Reg. $12.50 A0dilionl Size Larger 11 SAY NO! 99 w Lewis Custom Jewelers f '""""COUPON WATCH BATTERY 99! REPLACEMENT $1 99 SPECIAL:""" SPECIAL:""""1 A I $ Expires 13192 Lewis Custom Jewelers Each Prong Limit hast mm 121591 0 We're Entertainment! 3 Reg. $4.50 Lewis Custom Jewelers - Expires 13192 vna ) The ramify Center at rive Points OAS |