Richard F. Deckro
Total Quality Management I
The focus on customer satisfaction is key to the success of any Total Quality Management strategy. In the manufacturing or the service industries, the external customers are easy to identify. The author suggests four imperatives to follow to help determine what their external customers want. These four legal imperatives are the: Legal Imperative, Policy Imperative, Political Imperative and Practical Imperative.
Louie, Art, "How Does the Oregon Department of Transportation Identify
Their Customers and Determine What They Want" (1994). Engineering and Technology Management Student Projects. 1273.