Lesson 7 Glossary

Customer -  Anyone, internal or external, who is affected by processes, products or services of a business enterprise.

Customer Chain - The total set of customers, external as well as internal.

External Customer  - A member of the distribution channel who purchases the organization's products or services.

Internal Customer - Department or participant in the distribution channel who receives products or services from others in the organization.

Quality Paradigm - A new way of thinking about quality and customers.

Total Quality Management (TQM) - TQM is a management philosophy geared toward the continuous improvement of quality to meet, exceed and anticipate customer requirements.