Potocki, Kenneth A.; Saunders, David M. (1988, ASQC) The Johns Hopkins University, Laurel, MD; Arbor, Inc., Baltimore, MD
As part of an ongoing quality improvement process, a management team in an engineering design and fabrication facility conducted research on the perceptions and needs of its internal customers. A series of research questions were turned into an interview guide and structured interviews were conducted on a sample of the customer population. Data from each interview were compiled, categorized, and reported. Follow-up actions responding to the customer information were taken to improve the quality of services offered. The method and case study will be described.
Case study,Quality improvement (QI),Administration