Next operation as customer

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

  1. ^ Westcott, Russell T. (7 October 2013). The Certified Manager of Quality/Organizational Excellence Handbook, Fourth Edition. Quality Press. ISBN 978-0-87389-861-4. Retrieved 7 July 2024.
  2. ^ "Quality Glossary - N". American Society for Quality. Retrieved 7 July 2024.
  3. ^ Office, International Labour (2002). Management Consulting: A Guide to the Profession. International Labour Organization. p. 480. ISBN 978-92-2-109519-4. Retrieved 7 July 2024.
  4. ^ Baca, David Ray. "imensions of service quality of the University of Arizona Sponsored Projects Services Office internal customers". exas A&M University. Retrieved 7 July 2024.
  5. ^ 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.
  6. ^ Gupta, Praveen (2005). The Six Sigma Performance Handbook: A Statistical Guide to Optimizing Results. McGraw Hill Professional. p. 128. ISBN 978-0-07-143764-6. Retrieved 7 July 2024.
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