If there is one trait everyone in your district shares, it s that each and every person is a consumer of products and services. As such, each is accustomed to being served and pleased. This reality serves as the foundation of The Schoolhouse of Quality process. We ve come a long way since the early days of the automobile when Henry Ford said his customers could have a car in any color they wanted as long as it was black. Today, car manufacturers offer their customers tremendous variety and options.
Customers have high expectations of the products they buy.
Companies achieve this level of customer satisfaction only because they actually incorporate the voice of the customer, that is, customer input and direction, into the design of their products. While actual product design is accomplished by highly trained and talented professionals, design is guided every step of the way by customer input. Not all customer input techniques are created equal. To understand how The Schoolhouse of Quality process helps districts create schools that meet and exceed customer expectations, it helps first to talk about what the process does not do. There are numerous ways to acquire customer input, but if it s neither representative nor properly channeled, it means little.