Baldrige Award Winning Quality, 18th Edition

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INTRODUCTION

were things no one ever thought about. For example, schools never considered that they

had customers, and a hospital I worked with told me that considered doctors to be their

main customers. Ericsson’s cell phone division told me that they considered retailers to

be their primary customers, not consumers. When you asked executives about their key

business processes 20 years ago, you probably got a deer-in-the-headlights look. Today, all

types and sizes of organizations have identied their key processes and do a better job of

managing them. In short, many of the concepts and practices that were in the Baldrige

criteria 20 or more ...