Social:Next operation as customer
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Short description: Total quality management approach
In quality engineering, Next Operation as Customer (NOAC) is a total quality management approach whereby all company internal customers and processes are both receivers and providers.[1][2] In management consulting, the NOAC approach enables the evaluation of processes with internal customers before extending them to external clients.[3][4][5]
The term was coined by Kaoru Ishikawa.[6]
Further reading
- Bhote, Keki. Next Operation as Customer. New York:AMA Publishers, 1991
References
- ↑ Westcott, Russell T. (7 October 2013) (in en). The Certified Manager of Quality/Organizational Excellence Handbook, Fourth Edition. Quality Press. ISBN 978-0-87389-861-4. https://books.google.com/books?id=raYiAgAAQBAJ&dq=Next+operation+as+customer&pg=PT323. Retrieved 7 July 2024.
- ↑ "Quality Glossary - N". American Society for Quality. https://asq.org/quality-resources/quality-glossary/n.
- ↑ Office, International Labour (2002) (in en). Management Consulting: A Guide to the Profession. International Labour Organization. p. 480. ISBN 978-92-2-109519-4. https://books.google.com/books?id=Wzjb55Gv5zoC&dq=%22Next+operation+as+customer%22&pg=PA480. Retrieved 7 July 2024.
- ↑ Baca, David Ray. "imensions of service quality of the University of Arizona Sponsored Projects Services Office internal customers.". Texas A&M University. https://oaktrust.library.tamu.edu/handle/1969.1/4720.
- ↑ Ferreira Vasconcelos, Anselmo (14 November 2008). "Broadening even more the internal marketing concept". European Journal of Marketing 42 (11/12): 1246–1264. doi:10.1108/03090560810903664. ISSN 0309-0566.
- ↑ Gupta, Praveen (2005) (in en). The Six Sigma Performance Handbook: A Statistical Guide to Optimizing Results. McGraw Hill Professional. p. 128. ISBN 978-0-07-143764-6. https://books.google.com/books?id=wxdSLueHIPgC&q=Next+operation+as+customer. Retrieved 7 July 2024.
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