In this 75-minute activity, participants begin by understanding the impact of their work products on both internal and external customers.

Participants learn that customers view quality in terms of reliability, credibility, tangibles, understanding, and responsiveness. Participants establish criteria for taking their own work from good to great, then familiarize themselves with steps they can follow to check their work and correct errors before distributing it to others. 

Finally, participants practice asking for, and responding to, feedback on the quality of their work.

  • Identify the impact your work has on others-both inside the organisation and with external customers
  • Gain a clear understanding of what your customers expect in the way quality
  • Use techniques to review your work and correct errors before the work is distributed to others