RE: Defining Customers

["Ivan Webb" <Ivan.Webb@bigpond.com>]

Carole L. Touchinski, MAYF, asked for....
>Any suggestions on Deming literature discussing defining customers?

I can't share anything directly from Deming but...

After a few years of applying a Deming approach at Riverside Primary School
we finally worked out that the customer is the next person (in the process).

This makes everyone a contributor (supplier)  and everyone a beneficiary
(customer). Contributing and benefiting are important aspects of  belonging.

This insight moves the thinking from fixed roles to dynamic (working)
relationships. It also leads to a focus on the processes being used. The key
question becomes: What can I do to make it easier for you (the next person)
to do your job (your part of the process) well?  This leads to satisfaction
in what I do and in what I contribute to your success.

It works - effectiveness and efficiency with bells on !!  And low stress as
well: work becomes fun!!! We were able to deploy 97% of all available
teacher hours to working directly with students.  In this part of the world
(Tasmania) the norm is 80 to 85% and anything over 90% is exceptional. As
Principal of a school of 670 children I was able to teach 0.4 of a full
teaching load. We achieved this by continuous improvement of our systems and
knowing the supplier customer relationships within the systems.

The break through came when we worked out who the students' customers were,
namely, their classmates (including their teacher at times), their family,
friends and the community (which includes their school). Later on many will
have employers, clubs and community organizations.... as customers.

Give it a try!! It is all about doing well and having fun!!

Ivan Webb