In quality improvement terms, the customer is not always right in the
sense that the orientation is provide what is needed rather than wanted.
For example, the hospital patient may want one thing and need another.
Communication between the parties regarding the differences are crucial
or the customer is not satisfied.
Dave Mann
DAMANN@gwis2.circ.gwu.edu
Voice: (703) 319-0895
Fax: (703) 319-0680