Defining Customers

["Carole L. Touchinski" <ctouchinski@mayf.org>]

Currently my organization is working with a "learning network" of nonprofit
organizations on implementing quality management practices. One of the most
interesting conversations we have had as a planning committee is defining
customers in nonprofit work. It appears as though there are many levels of
customers that one may consider. I would like to read more on this subject
and hear some practical application suggestions.

Any suggestions on Deming literature discussing defining customers?

Anyone have a Deming-based best practice application to this subject area?

Carole L. Touchinski, MAYF