Customer Is Always Dwight

The Customer Is Always Dwight training program with DVD is   a Video Arts classic introducing the trainee to process management.  Every organization has processes:  a series of operations changing one thing a product or a service into another.  Achieving 100 percent quality the first time requires everyone in the process treating the next person in the line as an internal customer.  They should then discover the internal customer's requirements and how to meet them.

This is  Process Management, the approach explored by Dwight (Andrew Sachs).  It demands 100 per cent commitment from everyone in an organization but it repays effort in both improved productivity and job satisfaction. 

The video makes the point that it is the responsibility of managers to act as process "owners" maintaining the links with the people in the process chain.  Of course, there are less ideal ways to approach quality.  Dwight uses two examples-one where the process management approach is needlessly complicated-  to make his point.  Dwight concludes that quality is not confined to products and services...it's the way that organization work well.

Key Training Points:

• Identify internal and external customers
• Find out their needs
• Deliver 100% quality down-the-line
• The process should be as good as the product or service

Training Package comes with 21 minute training film on DVD, Facilitator Booklet and Student Guide.