Continuous Quality Improvement (CQI) is a collaborative effort that enables people to work together across organizational boundaries to improve shared processes (Burrill & Ledolter, 1999). A starting point for an organization to inculcate CQI is to review the various customer relationships that employees experience within the organization. To master this task adequately an organization should be able to identify both internal and external customers. Internal customers are the set of people within the producing organization whom receive products or serves from other employees. External customers are the consumers outside of the producing organization. (Burrill & Ledolter, 1999). When properly identifying these consumers this becomes the organizations outline on how business should be conduct.
CQI puts major emphasizes of meeting and exceeding consumer needs and expectations to do so an organization might want to gather a team that can work on continuous improvement activities so that the appropriate feedback is coming from the consumers. Previous, research has shown that consumer's number one concern is complete satisfaction. For example, yesterday a couple of coworkers went out for lunch. When entering the business no one acknowledge the group with a simple greeting. The coworkers still decided to sit down to eat at the restaurant but had to wait for service for approximately 15 minutes. At this point one of the coworkers stated, "That she did not want anything, do to the unprofessional service" which in turn lead the other group members to leave and grab something at McDonalds. This example shows how unfulfilled that the consumers were unhappy with the service, which could lead them to tell o ...