According to the U.S. Department of Health and Human Services (2011), “the leader’s role in promoting and developing quality improvement begins with creating and sustaining a personal and organizational focus on the needs of internal and external customers. Through actions, a leader demonstrates a clear commitment to the organizational mission, values, goals, and expectations that promote quality and performance excellence” (pg. 7).
For this discussion, identify external and internal customers and discuss why quality improvement should focus on customer needs.
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