In this article, the author discusses the different definition of customers either internal or external and how satisfying all customers needs helps the organization in term of accomplishing its quality objectives. Read the article, and answer the following questions:
1.In your own words, summarize the article. ( 150 200 words )
2 To which extent do you agree or disagree with the author point of view that internal customers needs are important as externals to create a true quality environment and Why? ( 150 200 words )
3.Discuss the tools needed to operate within the new environment as indicated by the author. ( 150 200 words)
Textbook
Thomas Pyzdek & Paul Keller: The Handbook for Quality Management, Second Edition: A Complete Guide to Operational Excellence, McGraw-Hill Professional; 2 edition (December 18, 2012). ISBN-13: 978-0071799249
Sample solution
Dante Alighieri played a critical role in the literature world through his poem Divine Comedy that was written in the 14th century. The poem contains Inferno, Purgatorio, and Paradiso. The Inferno is a description of the nine circles of torment that are found on the earth. It depicts the realms of the people that have gone against the spiritual values and who, instead, have chosen bestial appetite, violence, or fraud and malice. The nine circles of hell are limbo, lust, gluttony, greed and wrath. Others are heresy, violence, fraud, and treachery. The purpose of this paper is to examine the Dante’s Inferno in the perspective of its portrayal of God’s image and the justification of hell.
In this epic poem, God is portrayed as a super being guilty of multiple weaknesses including being egotistic, unjust, and hypocritical. Dante, in this poem, depicts God as being more human than divine by challenging God’s omnipotence. Additionally, the manner in which Dante describes Hell is in full contradiction to the morals of God as written in the Bible. When god arranges Hell to flatter Himself, He commits egotism, a sin that is common among human beings (Cheney, 2016). The weakness is depicted in Limbo and on the Gate of Hell where, for instance, God sends those who do not worship Him to Hell. This implies that failure to worship Him is a sin.
God is also depicted as lacking justice in His actions thus removing the godly image. The injustice is portrayed by the manner in which the sodomites and opportunists are treated. The opportunists are subjected to banner chasing in their lives after death followed by being stung by insects and maggots. They are known to having done neither good nor bad during their lifetimes and, therefore, justice could have demanded that they be granted a neutral punishment having lived a neutral life. The sodomites are also punished unfairly by God when Brunetto Lattini is condemned to hell despite being a good leader (Babor, T. F., McGovern, T., & Robaina, K. (2017). While he commited sodomy, God chooses to ignore all the other good deeds that Brunetto did.
Finally, God is also portrayed as being hypocritical in His actions, a sin that further diminishes His godliness and makes Him more human. A case in point is when God condemns the sin of egotism and goes ahead to commit it repeatedly. Proverbs 29:23 states that “arrogance will bring your downfall, but if you are humble, you will be respected.” When Slattery condemns Dante’s human state as being weak, doubtful, and limited, he is proving God’s hypocrisy because He is also human (Verdicchio, 2015). The actions of God in Hell as portrayed by Dante are inconsistent with the Biblical literature. Both Dante and God are prone to making mistakes, something common among human beings thus making God more human.
To wrap it up, Dante portrays God is more human since He commits the same sins that humans commit: egotism, hypocrisy, and injustice. Hell is justified as being a destination for victims of the mistakes committed by God. The Hell is presented as being a totally different place as compared to what is written about it in the Bible. As a result, reading through the text gives an image of God who is prone to the very mistakes common to humans thus ripping Him off His lofty status of divine and, instead, making Him a mere human. Whether or not Dante did it intentionally is subject to debate but one thing is clear in the poem: the misconstrued notion of God is revealed to future generations.
References
Babor, T. F., McGovern, T., & Robaina, K. (2017). Dante’s inferno: Seven deadly sins in scientific publishing and how to avoid them. Addiction Science: A Guide for the Perplexed, 267.
Cheney, L. D. G. (2016). Illustrations for Dante’s Inferno: A Comparative Study of Sandro Botticelli, Giovanni Stradano, and Federico Zuccaro. Cultural and Religious Studies, 4(8), 487.
Verdicchio, M. (2015). Irony and Desire in Dante’s” Inferno” 27. Italica, 285-297.
Sample Answer
Sample Answer
Summary of the Article
The article delves into the significance of addressing the needs of both internal and external customers to achieve quality objectives within an organization. It emphasizes that internal customers, such as employees and departments within the organization, play a crucial role in the overall quality environment. By satisfying the needs of internal customers through effective communication, collaboration, and support, the organization can create a culture of excellence that extends to external customers. The article underscores the interconnectedness of internal and external customers in driving quality outcomes and highlights the importance of aligning processes and systems to meet their diverse needs.
Agreement with the Author’s Point of View
I strongly agree with the author’s perspective that internal customers’ needs are as vital as those of external customers in fostering a true quality environment. Internal customers, including employees and departments, are the backbone of an organization and directly impact its operations and service delivery. Neglecting the needs of internal customers can lead to inefficiencies, communication breakdowns, and decreased morale, ultimately affecting the organization’s ability to meet external customer expectations.
By prioritizing internal customer satisfaction, organizations can enhance employee engagement, promote a culture of teamwork, and improve process efficiency. This, in turn, creates a ripple effect that positively influences external customer satisfaction and loyalty. Therefore, recognizing and addressing the needs of internal customers is essential for building a sustainable quality management framework that drives organizational success.
Tools for Operating in the New Environment
According to the author, operating within the new environment of prioritizing internal and external customer needs requires specific tools and strategies. Some essential tools include:
1. Quality Management Systems: Implementing robust quality management systems such as ISO standards or Six Sigma methodologies can help organizations streamline processes, identify areas for improvement, and enhance overall quality.
2. Employee Training and Development: Investing in training programs that focus on customer service, communication skills, and teamwork can empower employees to better understand and fulfill both internal and external customer needs.
3. Feedback Mechanisms: Establishing feedback mechanisms, such as surveys, suggestion boxes, or performance reviews, allows organizations to gather insights from both internal and external customers to drive continuous improvement.
4. Cross-Functional Collaboration: Encouraging cross-functional collaboration and knowledge-sharing among different departments fosters a holistic approach to meeting customer needs and ensures alignment across the organization.
By leveraging these tools and strategies, organizations can adapt to the evolving landscape of customer-centric quality management and create a harmonious balance between internal and external customer satisfaction to achieve sustainable success.
